Importance of effective communication and empathy in eyecare

Malcolm Gladwell’s book Blink explains how patients form their impression of a doctor within 30 s of their first encounter, and this sets the tone for trust and patient loyalty in the long run.[1] A warm greeting with eye contact and complete attention for at least the first few minutes without being distracted by any devices is what is needed. Additionally, patients now have a world of information at their disposal. This can often lead to misinformation as well as overhyped expectations of procedure and outcomes. The traditional model of “doctor knows best” must move on to a more modern approach of mutual respect and informed consent between patients and doctors. Effective communication plays an important role here. Especially with ophthalmic procedures, anxiety and fear regarding surgical complications can run high. Understandably, patients will have concerns regarding pain, loss of vision, and uncertainty of results. Training in patient counseling and anxiety management should be mandatory for operating theatre staff, that is, nurses, surgeons, and anesthetists. Operating theater decorum must be maintained at all times. Patients have often reported unnecessary conversation during the procedure, which is highly unprofessional. Also, a standard operating procedure must be discussed in advance for team communication during intraoperative crises. It is paramount that, in any critical communication with the patient, transparency is maintained. The risks and outcomes of the procedure they will undergo should be mentioned in the consent form. Informed consent taking facilitate stronger patient–ophthalmologist relationship. When patients are brought up to speed on both the pros and cons of a procedure, they feel respected and empowered. Studies have shown that most legal issues stem from poor communication rather than patient adverse events.[2,3] Communication barriers contribute significantly to setbacks in our work. It is not uncommon for our teams to experience burnout[4] due to heavy workload and limited time. Stress can affect how someone communicates, and it might not always manifest positively. Sometimes, a lack of a patient-centric culture and requisite training can create a communication gap. On the patient’s side, things like not being able to understand medical jargon, the presence of language and cultural differences, and also being in emotional distress due to simple things like undue waiting time can contribute further. We must take all these into account when consulting with a patient. Awareness is the first step toward improvement where communication is concerned. As per Empathy and Quality of Care,[2] empathy is essential to influencing case outcomes. Being able to perceive discomfort in patients and deal with it skillfully is not an inborn talent. Empathy can be taught and improved. Not just doctors but other team members also contribute to a patient’s positive emotional experience. Empathy must be taught at the grassroots of medical training for healthcare professionals. On-the-job training with communication skill workshops and patient feedback can foster a culture of empathy in the healthcare profession. Measuring empathy is often one-sided and mostly looks at the physician’s perspective rather than the patient’s perception. The first step would be to integrate empathy training within the team. A safe workplace is one where staff respect each other and feel confident to voice their opinions. Many eye conditions are chronic, and ophthalmologists often have to deliver bad news, for example, loss of vision or worse. Physicians require exceptional presence of mind during such situations, not only clinically but also empathically. Importantly, we must avoid ‘never words’ like “There is nothing else we can do.” “I don’t know why you waited so long to come in,” or “What were your other doctors doing/thinking?”, which can further distress our patients and erode trust.[5] A robust communication framework and no blame, no shame attitude from management in your organization fosters an adverse event reporting culture. This helps in root cause analysis and preventive actions for adverse events.[6] This is paramount for patient safety. To improve communication, a few things can help, such as a clear Standard Operating Procedure for communication needs across all touch points in the patient’s journey. Holding weekly team huddles to discuss patient feedbacks and challenges can also help. Patients heal better and trust more when caregivers truly listen, boosting compliance and improving outcomes. Private spaces for counseling are a must to encourage open conversations. Documenting all critical communication as in surgeries with guarded visual prognosis and providing clear written instructions, especially for chronic conditions like glaucoma or when prescribing steroids, is important. Thus, a practice of shared decision-making at every step of your patient’s journey can go a long way in making your organization truly patient-centric. About the authorDr. Samina Zamindar Dr. Samina Zamindar is the Founder and Chief Medical Director of Zamindar Microsurgical Eye Centre, Bangalore. Comprehensive ophthalmologist and Cataract Surgeon. National Accreditation Board for Hospitals (NABH) Assessor. State Head of the Woman Ophthalmic Society, Karnataka. Member of the Adverse Event Committee of the All-India Ophthalmic Society (AIOS). Member – international medical director council of seva foundation, USA. Founder of Eye for Quality, a knowledge-sharing platform to share, learn and teach patient safety protocols in eye care. Young Quality Achiever, at Consortium of Accredited Organizations (CAHO) International Conference (2018). Member Governing Council, CAHO (2025-26).