With technology evolving at a rapid pace and time in the exam lane at a premium, ODs and practice owners can easily underestimate the importance of patient empathy and compassion as crucial “soft skills.” In optometry, patient empathy refers to the capacity to comprehend and connect with a patient’s emotional journey concerning their vision care. Developing this skill can foster greater trust, enhance adherence to treatment plans, and ultimately result in better health outcomes.
Empathy extends far beyond merely recognizing symptoms; it delves into the personal experiences of patients. This approach establishes a deeper connection—a form of emotional bonding—that ensures patients feel completely seen, heard and valued. One strategy for providers to embrace is active listening, where simple actions like making eye contact, not looking away from the patient while entering information on an EHR, or using open-ended questions to get a conversation started can go a long way. Another strategy finds the provider acknowledging the patient’s pain or fear without dismissing their concerns.
“For me as an optometrist practicing for 30 years plus in a diverse population of patients that we serve I think I would define empathy as patient-first care,” said Sherrol A. Reynolds, OD, FAAO, FNAP, professor of optometry, Nova Southeastern University College of Optometry in Davie, Fla. “That means understanding where your patients are coming from and meeting them where they are. And a lot of them don’t necessarily understand the importance of a comprehensive eye exam.”
Sherrol A. Reynolds, OD, FAAO, FNAP.
Dr. Reynolds explained that while patients may look at an eye exam as just a way to get eyeglasses so they can see better, ODs understand that a comprehensive eye exam is much more than just getting glasses or being fitted for contact lenses. “A lot of our patients come in with comorbidities such as diabetes or high blood pressure that is not well controlled,” Dr. Reynolds stressed. “What they need to understand is that an eye exam can indicate an underlying systemic condition and ocular changes. So, it’s important to take a moment and talk to the patients and meet them where they are and convey the importance of the condition.”
She added, “The patient can leave the exam overwhelmed. We have to use teams that are patient-friendly so they can understand what the condition is. Also, in this era of social media and technology give them resources so they can look it up. It’s really important to educate the patient from the top of their head to the bottom of their feet.”
The benefits of practicing patient empathy and compassion are many both for the patient and the OD or practice, including increased patient retention, enhanced patient trust, and better overall patient outcomes. “I know that sometimes we get quite busy,” Dr. Reynolds stated. “As a practice, patients in the chair are coming to you, looking to you for guidance and help and for understanding. So it’s important for us as eyecare practitioners to take a moment with the patient and if we’re doing that, that is empathy.”
Teaching Empathy in the Classroom
In her role as an optometry professor at the NSU College of Optometry, Dr. Reynolds underscores the necessity of instilling “soft skills” like compassion and patient empathy in the classroom environment, prior to students launching their professional careers.
“It’s critically important for our students to understand empathy can mean being compassionate,” she said. “For a lot of eye doctors, it’s about the business side. I teach the business side of optometry which is critically important, but I think it’s also equally important to teach students in optometry school how to be more compassionate toward their patients. They can do this by not rushing them through the exam and stopping for a moment to listen to the patient.”
Ensuring that the entire practice staff demonstrates the same level of empathy and compassion is also essential for putting patients at ease. “It’s important to train your staff on how to be empathetic and compassionate toward patients. This training makes it easier to navigate meeting patients, answering their questions, and getting them in to see the doctor again in a timely manner.”
