Ending conversations with chatty patients
As eye care professionals, it's crucial to provide patients with compassionate care and attentive listening. However, sometimes, managing chatty patients can be challenging, especially when there are other patients waiting or when conversations veer off-topic. Recently, a member in the OZ Group posed a question about the smoothest way to end conversations with talkative patients. “What is your smooth/ seamless way to ending the conversation with a chatty patient?”
Let's explore a few answers provided by group members and add some commentary to gain a deeper understanding of this aspect of patient care.
1. “Moving the exam along, like this ‘uhu, uhu, yup, I will need your chin right over here and forehead right there’ as I move the slit lamp to them… this is unless the chat is about a loss or something very emotional like that, then it’s important to acknowledge their struggle, you will be their forever favorite. Pts value a listening ear so much!"
This answer suggests an effective approach to gently transition the conversation back to the examination process. While maintaining empathy is vital, skillfully steering the discussion towards the examination can be an efficient way to conclude prolonged conversations. However, it's essential to remain sensitive to the patient's emotions and be prepared to provide support if the discussion involves sensitive topics.
2. “I've enjoyed our talk, but I have other patients waiting. Anything else you'd like to discuss before we finish?”
This response demonstrates a polite and respectful way to wrap up conversations with talkative patients. By acknowledging the interaction and expressing appreciation for the conversation, the healthcare professional shows empathy. Furthermore, mentioning other patients waiting helps the patient understand the need to conclude the discussion promptly.
3. "I've gotten better at this, usually by realizing most of them don't notice if you interrupted them with an eye exam. But what still gets me is if they start talking about their misconceptions of eye health/anatomy... I just can't ignore these rabbit holes and regret it every time"
This answer highlights a shared challenge among ODs - dealing with patients who stray into unrelated and potentially time-consuming topics. It's crucial to strike a balance between providing patient education and managing time effectively. Gently redirecting the conversation to relevant healthcare matters can help address the patient's concerns while staying within time constraints.
4. “My pet peeve is when patients come in late and want to ask complicated questions and expect you to invest your time in them when they didn’t respect your time… pt came in 15 min late yesterday and wanted to talk about a slew of things like causes of dry eye and different types of refractive surgeries. Usually I will end the question and ask if they have any other questions, but this time I just got up and opened the door.”
This response delves into a specific frustration experienced by some ODs - patients who arrive late for appointments and then demand extensive discussions. While it's essential to maintain professionalism, setting boundaries with patients who disregard appointment times can be reasonable. Openly communicating time constraints can help manage expectations and foster mutual respect.
5. "I make an effort to be a generally unpleasant person."
This answer takes a humorous approach.
6. "‘So..with all that going on...do you think you'll want to look at glasses today?’ (While grabbing the door knob)"
This response cleverly combines the conversation about their concerns with a gentle suggestion to move forward with the purpose of the visit. By subtly incorporating the patient's needs into the conversation, this approach helps to guide the patient towards the next steps while ensuring a smooth transition.
Communicating effectively with talkative patients requires a delicate balance of empathy, professionalism, and time management. Acknowledging patients' feelings and concerns, gently redirecting conversations when necessary, and setting boundaries are essential strategies for maintaining a positive patient experience.
