According to most psychology experts, 70% to 93% of communication is nonverbal, yet we often focus solely on what our patients say.1 In this sense, effective listening may be the most underrated diagnostic tool we have!
Communication is the cornerstone of medical practice, and in ophthalmology, where detail and precision are crucial, mastering the art of listening can significantly enhance both diagnosis and patient care. In this month’s RWO column, we explore why effective listening is vital and offer several actionable strategies for young ophthalmologists to refine their communication skills and improve patient outcomes and satisfaction.
The Critical Role of Listening
In ophthalmology, where the eyes are often the focal point of the examination, the subtle nuances of a patient’s verbal and non-verbal cues can reveal essential details about their condition. Patients often come with a range of symptoms — from visual disturbances to ocular pain — and their descriptions can provide vital clues to the underlying issues. An ophthalmologist who listens attentively can discern patterns and connections that might otherwise be missed, leading to more precise diagnoses. A well-done, accurate history can yield the correct diagnosis a majority of the time. It’s a crucial skill that often gets overlooked or rushed through in today’s quick-paced medicine.
Additionally, effective listening helps in building a trusting relationship, which is crucial for patient adherence to treatment recommendations and follow-up appointments.
Exploring the Patient’s Experience
A study by Little et al showed that patient satisfaction was 37% higher when the consultation was perceived as patient-centered, which includes elements like listening, empathy and involving the patient in decision-making.2
Effective listening goes beyond hearing words; it involves understanding the patient’s experience from their perspective.
Many patients struggle to articulate their symptoms clearly, especially if they are anxious or unfamiliar with medical terminology. By attentively listening and empathetically engaging with patients, ophthalmologists can uncover the nuances of their experiences, such as how symptoms affect their daily life and emotional well-being. This deeper understanding allows for a more personalized approach to treatment, addressing not just the physical symptoms but also the psychological impact.
Techniques for Mastering Effective Listening
1. Approach each consultation with empathy. This involves not only focusing on the words being spoken but also tuning into the emotions and concerns that accompany them. Using empathetic statements like “I can see how this would be uncomfortable” can help in building a connection and reassuring patients that their feelings are valid.
2. Practice reflective listening. This involves mirroring back what the patient has said to ensure clarity and show understanding. For instance, if a patient describes experiencing sudden vision changes, an ophthalmologist might respond, “It sounds like the vision changes happened quite suddenly and have been troubling you. Can you tell me more about when you first noticed them?” This technique helps in validating the patient’s experience and clarifies any ambiguities.
3. Avoid jumping to conclusions. In fast-paced clinical settings, it’s easy to fall into the habit of jumping to conclusions based on initial impressions. However, effective listening requires patience and a willingness to explore the patient’s concerns in depth. Avoid making assumptions or interrupting; instead, allow patients to fully express their thoughts before responding. You may not be able to address all their concerns in one visit, but if you can identify what is most important or most bothersome to the patient and focus on that first, it will greatly increase their satisfaction with care.
4. Use open-ended questions. This encourages patients to provide more detailed information. For example, instead of asking, “Is your vision blurry?” an ophthalmologist might ask, “Can you describe how your vision has changed over time?” This approach elicits more comprehensive responses and provides richer context for the symptoms described.
5. Pay close attention to non-verbal cues. Body language and facial expressions can offer additional insights into a patient’s emotional state and level of distress. These signals can sometimes reveal concerns that are not explicitly voiced but are crucial for understanding the full impact of the condition on the patient’s life.
Conclusion
Mastering the art of effective listening is not merely a supplementary skill but a fundamental aspect of successful ophthalmological practice. By actively engaging with patients, empathizing with their experiences and employing reflective listening techniques, ophthalmologists can greatly enhance their diagnostic accuracy and foster stronger patient relationships. Ultimately, effective listening leads to a more nuanced understanding of patients’ needs, contributing to better treatment outcomes and a more compassionate health-care experience.OM
This column is produced in partnership with Real World Ophthalmology, a free educational resource created by Dr. Nijm. RWO provides over 4,200 young ophthalmologists with customized resources and support to bridge the gap between training and practice, focusing on clinical innovations, business acumen, and professional development. Throughout the year, RWO offers online and in person educational meetings, exam reviews, interview experiences, awards, networking opportunities and more!
Join RWO at our signature networking reception, RWO After Dark on Friday, Oct. 18 from 8 to 10 p.m. on the 33rd floor of the W Hotel on Lakeshore at AAO in Chicago. To save your spot, please sign up at RealWorldOphthalmology.com/tickets
References
1. Guttman J. The Slippery Slope of Relying on Non-Verbal Communication. Psychology Today. https://tinyurl.com/5n79p22z. Published November 17, 2021. Accessed September 5, 2024.
2. Little P, Everitt H, Williamson I, Warner G, Moore M, Gould C, Ferrier K, and Payne S. Observational study of effect of patient centeredness and positive approach on outcomes of general practice consultations. BMJ. 2001;323(7318):908-911.
