March 30, 2016
Brian Chou, OD, FAAO, advises colleagues to make patients feel free to ask the doctor and staff questions. Seemingly trivial questions, from the patient’s point of view, often yield important diagnostic information and highlight opportunities where clinical expertise and optical products can improve lives.
PROJECT A WELCOMING ATTITUDE. Let patients know that you are interested in their questions, even ones that may not seem important to them.
TRAIN STAFF TO RELAY INFORMATION. When patients make a comment to staff after their exam, train staff to pass that information on to the doctor.
BE PATIENT. Don’t act like you charge by the minute. Send a message that while you conduct an efficient exam, you are not rushing the patient, or putting pressure on them to stay quiet.
LEARN TO READ PATIENTS. Observe which ways of communicating work best with patients, and learn to read your patients, so you can encourage them when it seems like a question is rising to their lips.