You've encountered skeptical patients. How can you earn their trust in healthcare?
Encountering skepticism in healthcare can be a challenging hurdle, but it's not insurmountable. As a healthcare professional, you know that trust is the cornerstone of an effective patient-provider relationship. Skeptical patients may have had negative past experiences, or they may be anxious about their health and the care they are receiving. It's your role to guide them through their concerns with empathy, information, and reassurance. By understanding the root of their skepticism and addressing it head-on, you can build a bridge of trust that not only improves their experience but also leads to better health outcomes.
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Mohammed ZiauddinHigh Performance Analyst: Sport Physical Therapist: Assistant Professor: Sports Scientist:
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Farwah (Fifi) BukhariIndependent Prescribing Pharmacist | Mentor | WHO Fides Member | Glowing Skin Enthusiast
Active listening is a powerful tool in healthcare. When you encounter a skeptical patient, give them your full attention. Reflect on what they're saying and clarify their concerns. This shows that you value their input and are committed to understanding their perspective. By acknowledging their feelings without judgment, you create a safe space for open communication. This can help ease their skepticism and foster a more collaborative relationship.
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- Be patient and empathetic, remembering that medicine can be very technical and overwhelming - Acknowledge the skepticism, do not be dismissive, sometimes, if appropriate and true, I'd say "if I were in your position, I would have many questions and doubts myself" - Gently explore any mis or incomplete understandings - Ask if there are any questions - A handful of times, I've even proactively offered to prepare lab and imaging results for the patient to take elsewhere to seek a second opinion
Building rapport with patients goes beyond medical expertise; it involves connecting on a human level. Share stories or experiences that relate to their concerns, and show genuine interest in them as individuals. When patients feel seen and heard, their trust in your care grows. This personal connection can be the key to transforming skepticism into partnership.
Education is essential, but the delivery makes all the difference. Approach the conversation with empathy, using language that is easy to understand without being condescending. Explain procedures, risks, and benefits clearly, allowing patients to feel informed and empowered to make decisions about their health. When patients understand the 'why' behind your recommendations, they are more likely to trust your judgment.
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- Use analogies e.g. doing spiro for the lungs is like doing an ECG for the heart - Grab a sheet of paper and draw pictures: this is good for explaining procedures - Plot graphs when necessary e.g. the correlation b/n smoking and loss of lung function - Use the internet or google... e.g. to show different medical devices or types of inhalers
Transparency is critical in earning trust. Be honest about treatment options, including limitations and uncertainties. Discussing potential setbacks openly can prevent mistrust from forming if complications arise. This honesty shows that you respect your patients enough to involve them fully in their care decisions, which can significantly reduce skepticism.
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- Patient's appreciate gentle honesty, even when the news or statistics are poor - Never dismiss a patient's concerns, validate them - I will often pull up images and lab results and walk patients through their own data - Print copies of results for patients to take home and share with theif family and other doctors
Consistency in your actions and information is vital for building trust. Ensure that your advice remains steady and that follow-up is predictable. When patients know what to expect from you, they feel more secure in the care they receive. This reliability can gradually diminish skepticism as confidence in your care solidifies.
Encouraging feedback demonstrates that you value your patients' opinions and are committed to improving their experience. Invite them to share their thoughts on their care and actively work to address any issues they raise. This collaborative approach can lead to a deeper understanding and a stronger, more trusting relationship.
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