Communication is key
Consider these five steps to ease patients’ worry and lessen their confusion.
By Shane L. Spehar, COA, OSA, OSC
We have all seen it: the glazed donut appearance in your patients’ eyes after being diagnosed with any given number of ocular diseases. It is the deer in the headlights look of confusion and worry. Is that look because of concern, not understanding what they were told, or both?
Many times, a patients’ confusion comes from the use of “medical jargon” by physicians and technicians (for example, using the term allergic conjunctivitis vs. an eye allergy). Medical terminology is hard for anyone to understand, let alone our patients who are not in the business.
The healthcare team’s communication skills can impact the patient’s ability to follow medical recommendations, self-manage a condition, and adopt preventive behaviors, according to the Institute for Healthcare Communication.1
Here are some tips to help you communicate with your patients, ease their worry, and lessen the confusion that can sometimes come with the exam and diagnosis.
1 Mirror your patient.
Does your patient appear more ridged or Type A personality, or does your patient appear calmer and more relaxed? (Remember, interactions with patients include both verbal and nonverbal communication.) The best piece of advice I ever received about interacting with patients is to “mirror your patients’ personality.” For example, a patient who is calmer and more relaxed may be willing to joke about the day and the exam. If a patient has more of a Type A personality, I may reflect that with my body language (being more “ridged”) and my questions, which I try to make direct and to the point.
2 Speak to be understood and not just heard.
You never want to appear that you a talking over someone’s head or below their understanding. This can be off-putting to the patient and increase any doubts or worries they may have about their diagnosis.
Gauge your patients. If you notice that their eyes start to glaze during your discussion, consider changing how you are explaining their diagnosis to them. They may need a more simplified explanation that’s relatable to everyday items, e.g., using the M&M analogy to explain cataract surgery. Conversely, if they seem to understand, consider using more of the medical terminology, and then assess whether you need to change your verbiage as the conversation continues.
3 Speak in an appropriate volume.
Especially now when we are all behind face coverings, it can be hard to remember to speak loud enough for our patients. And in reverse, we can be speaking too loudly to try to compensate for the face coverings. Also, depending on the type of practice you are in, you may find many patients each day that are hard of hearing and/or have hearing aids. Speaking too loudly or softly can make appointments uncomfortable for patients who either will not being able to hear correctly what they are being told or will get interference from their hearing aids when speaking too loudly.
The patient’s body language may provide clues. For example, if you are speaking too softly, a patient may lean in toward you as you speak.
4 Language barriers offer an opportunity for the technician to shine.
In our fast-paced ophthalmic world, it can be even harder to get our workups done in a timely fashion when our patients need an interpreter, but this is a key moment when you as their technician can shine. Whether it is another spoken language or nonverbal communication such as sign language, remember to speak to the patient and make eye contact. This shows that you care about them as the patient and, though there may be a language barrier, you are there working for them. (Also, see “Compliance” on p. 32, for information on the Limited English Proficiency rule.)
5 Always ask for understanding and clarity.
At the end of a discussion, I always ask my patients whether they understood what I have told them and then clarify anything they are uncertain about. Patients may need to hear things multiple times to fully understand. Explaining why they need to use their drops daily may seem like a simple thing to us, but it is not as easy to understand for someone who was just diagnosed with glaucoma. Always take the few extra minutes to let your patients ask questions. You may need to explain the same thing, just in a different way.
Conclusion
By understanding how you communicate better with your patients, you can bring increased understanding and comfort to your patients. OP
REFERENCE:
- Impact of Communication in Healthcare. Institute for Healthcare Communication. https://healthcarecomm.org/about-us/impact-of-communication-in-healthcare . Accessed April 14, 2022.
In Brief
Alcon introduced the Clareon family of intraocular lenses. Clareon IOLs provide patients with consistent visual outcomes, continuous clarity and predictable refractive outcomes in a glistening-free material, the company says. The family of IOLs includes: Clareon Monofocal, Clareon PanOptix and Clareon Vivity IOLs. Clareon Toric will be available later this year.
Alcon introduced the Systane iLux2 Meibomian Gland Dysfunction Thermal Pulsation System. The handheld device’s imaging technology allows patients to view both their meibomian glands and treatment through infrared imaging and HD video of the procedure, customizing heat and compression across each treatment zone.
Allergan, an AbbVie company, announced that LASTACAFT (alcaftadine ophthalmic solution 0.25%) antihistamine eyedrop is now available online and in retail stores without a prescription. One drop of LASTACAFT works in 3 minutes to provide relief from itchy, allergy eyes lasting through 16 hours.
Bausch + Lomb and Clearside Biomedical announced the US commercial launch of XIPERE (triamcinolone acetonide injectable suspension), the first therapy approved by the FDA for suprachoroidal use for the treatment of macular edema associated with uveitis.
Xenon-VR Inc. introduced the Xenon-1 novel medical grade patented mobile virtual reality headset for visual field assessment for both the doctor and the patient. The headset contains liquid lens technology, which can be customized to each patient’s refractive error. An artificial intelligence-driven algorithm archives the exam data in a secure cloud, allowing doctors to view the data in real time.
Icare USA announced 510(k) clearance from the FDA for its iCare HOME2 self-tonometer. The device measures patients’ intraocular pressure outside normal clinic hours to help support glaucoma management. Most patients can utilize the device by following the smart light guide and interactive display.
The FDA granted approval of STAAR Surgical’s EVO/EVO+ Visian Implantable Collamer Lens for the correction of myopia and myopia with astigmatism.