Properly managing patient expectations critical for surgical success
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Setting proper expectations ahead of surgery makes for “happier patients, happier staff and happier doctors,” and the foundation for all of it is clear, active communication, according to a presentation from Real World Ophthalmology.
“Communication is the cornerstone for managing patient expectations,” Sonny Goel, MD, said. “You need to be an active listener, build trust and rapport with the patient, and show empathy and compassion.”
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Patients should be told preoperatively what the surgery can and cannot do and be given a time frame for results. Providers should let patients know what they expect the outcome of the surgery will be, as well as caution about potential disappointments, Goel said.
He recommended using plain language and avoiding medical jargon, as well as “clear and colorful” handouts and recommendations for online video resources.
“We know that patients forget most of what we tell them in the room,” Goel said. “Document the discussion. Answer questions. Under-promise and overdeliver.”
He added that providers should ask patients “what they understood about your discussion” and actively listen to their response.
Properly managing patient expectations is critical and can improve their perspective on a surgery’s outcome, leading to “happier patients, which means that staff is happier and the doctors are happier,” Goel said.
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