Foster patient trust when managing complications
Key takeaways:
- Retaining patient trust is important for treating complications and avoiding legal troubles.
- Consider house visits, documenting conversations before operation and calling in colleagues for help.
KOLOA, Hawaii —When dealing with complications during surgery, have a plan in place to retain the patient’s trust, according to a panel discussion at Hawaiian Eye 2025.
“Even if you are not the cause of their troubles, you can apologize for their pain,” Marguerite B. McDonald, MD, said. “But you have to have a plan.”
McDonald suggested that ophthalmologists reassure the patients that they are ready to call in “anyone who can possibly help you” across all ophthalmic subspecialties.
Although managing patients after complications can be intimidating, Judy E. Kim, MD, FAVRO, FASRS, emphasized that these are the same patients who need the most attention.
“You had that relationship, the patient had trust in you, and you had the guts to keep that patient, and them coming back and seeing that is really helpful,” she said.
Another method to fostering deeper trust with the patient is initiating a house visit.
“That is a very effective way to express commitment beyond just a physician relationship,” John A. Hovanesian, MD, FACS, said.
Of equal concern to the relationship with the patient is taking steps to avoid legal risks and potential cases of malpractice. Patients must be made fully aware of the pros and cons of their procedure and the possible complications that may arise.
“Really make sure you’re documenting what you were telling the patient each step of the way, so that it was almost as if it was informed consent, over and over again,” Allison W. Shuren, JD, MSN. “The literature says that patients who feel like you are empathetic, urgent about their issues, have a plan and are trying to help them will not be the first people who are going to sue.”
Overall, ophthalmologists must be ready to remember that they are a physician first and an ophthalmologist second, Vance Thompson, MD, said. This means putting aside personal ego and asking for help when necessary.
“I find great comfort in bringing in multiple lines and getting my partners involved,” he said. “I think that's extremely important.”
Collapse
Chang DF, et al. Composure during a crisis: Lessons in crisis management. Presented at: Hawaiian Eye 2025; Jan. 18-24, 2025; Koloa, Hawaii.
Read more about