Communicating With Patients

Question 1

Empathy

Answer 1

Understand the patients situation, perspective and feelings
Communicate that understanding and check its accuracy
Act on that understanding with patients in a helpful way

Question 2

Talkative px

Answer 2

Must nit be rude
Calmly state that time is limited and need to perform certain tests
Use pen trick

Question 3

Angry px

Answer 3

Speak calmly and quietly
Your body language should be attentive but open
Agree with them: problem will be sorted
If in waiting room move to another room

Question 4

Anxious px

Answer 4

Ensure free path for px to leave
Speak calmly and quietly
May need to rebook

Question 5

Children

Answer 5

Develop rapport chat about non optometric issues
Chair to their level
Make it into a game

Question 6

Hearing impaired px

Answer 6

May lip read so make sure face is visible
Repeat questions
Speak clearly
Provide leaflets

Question 7

Dementia

Answer 7

Involve carer
Don’t argue just accept they may have forgotten
Keep instructions simple
Leaflets

Question 8

What are the five steps to providing reassurance

Answer 8

1. No reassurance initially
2. Examination
3. Present negative findings
4. Provide an explanation of the condition
5. Reassure the px that they were absolutely correct to get examined

Question 9

How to reassure floaters

Answer 9

1. No reassurance after case history
2. Examination - look for floaters
3. Negative findings “had a look at eye and can see floaters but no signs of tears in the retina or other problems
4. Explain what floaters are “small particles floating in jelly”
5. Reassure the px were correct to get examined. Sudden onset can indicate serious problem but not in their case

Question 10

What are the stages to adjustment to vision loss

Answer 10

1. Denial - px might want to seek 2nd opinions
2. Anger - why me
3. Bargaining - with their god usually
4. Depression - low vision aids cannot be usually prescribed if px has depression
5. Acceptance px accept their vision loss