Insights and delights

There are many reasons why the patient or parent might be challenging, and the key is to be empathic and reset the consultation if necessary, said Dr Mora. If a path forward appears unattainable, set boundaries, don’t accept bullying and ultimately inform the patient that they need to seek out a different doctor or optometrist if you’re not comfortable with the way it’s going, he said.

First impressions are always important, and Dr Mora suggested a few things clinicians can do to get it right. Always call the person by name and, if it is a child, invite them in as the key person. It might sound obvious, he said, but do introduce yourself properly to everyone in the room, as it gets a bit awkward referring to someone as “Ben’s mum” during the entire consultation. Be prepared and understand the reason for the visit, be mindful of cultural differences and always engage with the patient using eye contact and appropriate body language, he said.

Many patients are understandably anxious or distressed and Dr Mora suggested using the ICE triad (ideas, concerns and expectations) to address anxiety. Listen to their ideas, find out what they know, and educate them. Listen to their concerns and address each concern methodically. Find out what their expectations of the treatment are and provide realistic management options where possible.

In summary, Dr Mora encouraged the audience to be alert to signs indicating the consultation is heading in the wrong direction, remain open, responsive and encouraging, and reset if necessary. Ensure the patient understands the plan, takes responsibility and, preferably, try to have a low threshold for second opinions. If it still doesn’t go well, don’t take it personally, but do reflect on why and try and learn from it, Dr Mora concluded.

Separate box:

Participants wanted: PANDA study

Patients with newly diagnosed neovascular age-related macular degeneration (AMD) are required for a study evaluating the safety and efficacy of conbercept intravitreal injections (no cost to the patient). Patients are randomised to receive either conbercept or Aflibercept (EYLEA). For patient eligibility and more information, call 09 520 9138 or email [email protected]