Audrey Hepburn said, “For beautiful eyes, look for the good in others; for beautiful lips, speak only words of kindness; and for poise, walk with the knowledge that you are never alone.” If you think about it, Sir Isaac Newton said the same: “For every action there is an equal and opposite reaction.” Multiple times each day, we get to choose our actions.

Early in my career, I thought the most important step to achieve great outcomes was to be diligent about getting the diagnosis and treatment strategies correct for each patient. I took (and still do) great satisfaction in knowing that, for every patient, we nailed the diagnosis, prescription, treatment and care schedule. After some time, I realized, though, that the happiest patients, who were the most compliant and became my raving fans, were the ones who also experienced the greatest kindness.

THE MOST IMPACTFUL TIMES

I looked for more ways to show kindness and so created processes and protocols in the practice that fostered great care. Ultimately, I discovered that the times patients perceived as the most impactful were those during which our team took the time to listen and hear what their concerns were and then prescribed the best solutions for them, not just that day, but in going forward.

One lesson I will never forget was from a new patient who presented for a “glaucoma evaluation” with her husband. We realized quickly she not only had glaucoma, but also cataracts, birdshot retinopathy, a corneal dystrophy and dry eye. Several ophthalmologists cared for her, yet she came to us because a friend told her we were caring and would listen to and help her.

She told us, “I don’t know what to do about all these eye problems. My retina doctor has me on steroids to keep inflammation down. My glaucoma doctor told me steroids are causing my glaucoma to be out of control and that if I don’t stop taking them, he will no longer care for me. I tried to get the two doctors to talk to each other, but they won’t. What do I do, go blind from glaucoma or retina disease?”

This patient was in tears. I listened, reassured her that we would get her answers and then after completing the exam, called her other doctors, one at a time, to get answers. I returned, explained that we were keeping her on the medicine and that the glaucoma doctor and retina doctor were working out a plan. The review she left us was this:

“My visit with Dr. Jasper yesterday was so wonderful, I can’t even begin to describe it. I was very worried and upset when I got there, and Dr. Jasper, with her knowledge and her kindness, just restored me, and I can’t thank her enough for her insight, for listening to me and for her good advice. My husband felt the same. We thank God for Dr. Jasper and her great staff. Best regards!”

THE PEACE CONNECTION

My patients have taught me that my attitude, listening skills and communication skills (verbal and non-verbal) can help to create peace for them. And peace of mind goes a long way in creating better outcomes.

What you do is amazing! Enjoy every patient encounter, not just because of what you do for your patients’ eyes and vision, but also for what you do to create a little bit of peace in their life with your kindness and respect. OM

Email: april.jasper@pentavisionmedia.com

Twitter: @DrAprilJasper

Facebook: @OptometricManagement