By Feyi Aworunse, OD, FAAO
Oct. 19, 2022
Emotional intelligence (also referred to as EQ) is “the ability to monitor one’s own and other people’s emotions, to discriminate between different emotions and label them appropriately, and to use emotional information to guide thinking and behavior.”1 A widely accepted model of emotional intelligence consists of five components: self-awareness, self-regulation, empathy, motivation and social skills.2 How much EQ do you and your staff have?
People who have unpleasant experiences in a doctor’s office are unlikely to return and refer friends and family. With your patient’s care and your practice’s growth at stake, here is what you can do to increase your EQ in your interactions with patients.
Sharing Difficult News with Patients, Using EQ to Do It Better
Whenever you’re delivering difficult news, there is a potential for disconnection with the patient. Influenced by previous patient encounters, we may show less compassion or make assumptions about the individual in front of us. We must recognize each patient’s unique experience, even if we have discussed a similar diagnosis and treatment plan for the umpteenth time that day.
We may shy away from, or downplay, the severity of the news we share to make ourselves feel more comfortable. For example, your patient begins crying after you tell her that a new glasses prescription would not improve her vision and cataract surgery is recommended.
Low EQ response: “Oh, don’t cry, we see this all the time! I bet you’re tired of wearing glasses anyway, cataract surgery is the best option for you!”
High EQ response: “I understand this information may be a lot to handle, is there anything that concerns you about this diagnosis/plan?”
The higher EQ response takes into consideration that what is old and routine for you may not be so for the patient, who may have many concerns and questions they need to express.
Foster Mutual Understanding Between Yourself & Patient
Patients are more likely to be, and remain, engaged in their care when they feel understood and understand the information they have received.
When sharing your findings or initiating a treatment plan, this information is often new and could overwhelm the patient – even if not sight- or life-threatening.
Good ways to set stage for mutual understanding: “I understand that this is a lot to take in. Is there anything about this condition or treatment you have questions or concerns about?”
“Would you like me to provide you with more information you can read on your own?”
You want to make sure the patient understands their diagnosis and treatment plan as well as you think they do, and that if they don’t, you are providing greater explanation and educational resources.
How High is Your EQ?
There are many resources available to assess emotional intelligence. Here are some of them.
- The Emotional Quotient Inventory 2.0 (EQ-i 2.0)
- Emotional and Social Competence Inventory (ESCI)
- Mayer-Salovey-Caruso Emotional Intelligence Test, Version 2.0 (MSCEIT)
Other self-tests that are easily accessible:
Address & Lessen Patient’s Anxiety
If a patient is distracted or anxious, it can be challenging to conduct an efficient exam or communicate effectively, and we may react with frustration or impatience.
Take a moment to observe their body language. Is the patient tense, fidgety or lethargic? What does your body language say about you?
See the patient as a person first and approach them as such to ease any tension, address concerns or break down communication barriers. Be curious about them, and ask open-ended questions.
Click HERE to read more about how Dr. Aworunse calms anxious patients.
Learn How to Manage Patients Who Arrive in Bad Mood
A new patient arrives 30 minutes late to their appointment, visibly in a bad mood. The staff greets the patient, the patient mumbles a response under their breath. The staff proceeds to check in the patient and instructs them to wait to be called. Instead of taking a seat, the patient paces throughout the reception area. After a few minutes, the patient begins complaining about their wait time, telling staff that a person who checked in after them has already been called back. The front desk staff informs the patient that they arrived late and the doctor is doing them a favor by seeing them despite violating the late-arrival policy. The patient begins to cause a scene, loudly voicing their displeasure.
What could have been done differently?: Acknowledge the patient’s mood on arrival and attempt to ease discomfort, if possible. The patient may have had difficulty finding the office, have been stuck in traffic, just received terrible news, or is experiencing anxiety related to arriving late to their appointment.
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“Hello, Mr. Jones! We’re so glad you could make it to see us today. I’m noticing you are a bit upset. Is there anything I/we can do to assist you while you wait?”
Your staff should be trained to communicate useful information to pre-testers/technicians and the doctor (i.e., the patient is in pain, the patient is feeling anxious, the patient has been up all night with their sick child, etc.)
Inform the patient of their anticipated wait time to manage expectations in a proactive rather than reactive manner.
We tend to take things personally and become defensive or overwhelmed when an individual is in a bad mood. By being aware of our own feelings, having empathy and communicating clearly, we often find that the issue has nothing to do with us.
References
1. https://www.oxfordreference.com/view/10.1093/oi/authority.20110803095749954
2. Goleman D. (1996). Emotional intelligence : Why it Can Matter More Than IQ.
Feyi Aworunse, OD, FAAO, practices at the Eye Clinic at Nashville General Hospital at Meharry. To contact her: feyi.aworunse@gmail.com
