Doctor Patient Relations

Does Your Listening Show That You Care?

By Maria Sampalis, OD

Do you consider yourself a good listener? Many doctors, sadly, may not be. Here’s an experiment: Observe yourself over the next day and see how long you are able to patiently listen to your patients without interrupting them, or taking the conversation in a direction entirely unrelated to what they were talking about.

If you aren’t proud of the results of this experiment, then you may have to work on your listening and interaction skills. Not only are these skills important for diagnostic purposes, but also for the sake of likability. Think about your own perceptions–how likable to do you find people who like to talk and present more than they like to listen and offer help related to what they are hearing? Chances are, these “projector” personality types are not the people who have meant the most to you in your life. So, you probably don’t like them as much.

The ability to listen to our patients and then care enough to work with them on solutions to their challenges is a key to practice success. Indeed, you could say doctor likability is one of the most important factors in practice growth, especially when it comes to “out doctoring” the competition. Patients want to feel comfortable with their doctor, and they won’t reach that comfort level with an OD who isn’t able to have an equal give-and-take exchange with them.

Let patients know from the outset that you are an open person, eager to hear what they have to say, by being personable. That means setting a good first impression. Smile when you walk into the exam room. Being pleasant is always important in the customer service business–and that’s what doctoring is, when you think about it. You need to be genuinely warm and professional at the same time. It is difficult to balance the two, and it takes time to master.

You want to be understanding of patient needs and financial circumstances. Honesty and caring for the general wellbeing of the patient will grow your practice. For instance, let’s say your patient has expressed significant financial concerns regarding the purchase of her annual supply of contact lenses. You might say: “Mrs Smith, I know you need to wait until the end of the month to buy your yearly supply of contacts. What I’ll do is give you some extra trial lenses to hold you over.” Taking the time (and caring enough) to offer the patient a solution to their challenge, shows that you heard them, care for their eyes and appreciate their business.

It costs more to get new patients in the door, so why not keep loyal patients coming back? At the end of the exam, thank patients for coming in and give each of them a good hand shake–and gratefully acknowledge referrals. You might say: “It was very nice meeting you, Mrs. Smith. Thank you so much for referring us to your friend, John. We take it as a great compliment, and really appreciate it!”

Then send a formal thank you note to Mrs. Smith that maybe includes a coupon with a discount off of frames, lenses, sunwear or another product.

Part of presenting solutions to challenges is taking the time to explain diagnoses and then being patient while you wait to hear the questions the patient has. Be sure to explain eye diseases and conditions in simple terms, with no scientific jargon. And when patients with an eye disease or condition have surgery or another procedure, give them a call that night or the next day to see how they’re doing. Show them you aren’t finished listening–even after they leave your office.

Are you a good listener? How do you show patients that you care, and are ready to offer solutions to their challenges?

Maria Sampalis, OD, is the owner of Sampalis Eye Care in Warwick, RI, and North Dartmouth, Mass. To contact her: msampalis@hotmail.com

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