Ep 124 | Managing Patient Expectations

Episode Summary: In this episode, Amanda, Laura, and Kendra dive into the topic of patient expectations, a common pain point identified through recent market research. They discuss the impact of unexpressed and unmet expectations on both patients and healthcare providers, and how these can lead to disappointment and frustration. The hosts share personal anecdotes and insights on handling expectations in a clinical setting, emphasizing the importance of clear communication, empathy, and setting boundaries. Key Topics Discussed: 1. Introduction to Patient Expectations: Amanda introduces the topic and explains the relevance of managing patient expectations, especially when they can't be met due to uncontrollable factors. 2. Understanding Expectations: Kendra discusses how expectations affect every relationship, including those with patients. She explains that many expectations are unexpressed and become stories in our minds, often influenced by movies, TV, social media, and personal experiences. 3. Impact of Disappointment: Kendra references Brene Brown's research on disappointment and shame, highlighting how unmet expectations can lead to feelings of hurt, anger, or frustration. This emotional response can be projected onto healthcare providers, even when it’s not their fault. 4. Empathy and Validation: Laura shares strategies for deescalating situations by identifying and validating patients' emotions. She emphasizes the importance of empathy and open communication to build connections and reduce adversarial interactions. 5. Setting Boundaries: Laura recounts a personal experience during COVID-19 where she had to set boundaries with a hostile patient. She stresses the importance of knowing personal limits and maintaining a calm, professional demeanor. 6. Communication and Timeframes: The hosts discuss the importance of communicating clearly about processes and timeframes, particularly in the emergency department. Keeping patients informed helps manage their expectations and reduces frustration. 7. Handling Personal Expectations: Amanda and Kendra share personal stories about managing their own expectations in different scenarios, illustrating how misaligned expectations can cause unnecessary stress. 8. Practical Tips for Clinicians: The hosts offer practical advice for clinicians, such as asking patients what they are worried about, being respectful, and validating their emotions. They emphasize the need for clear, honest communication about what is feasible in a clinical setting. 9. Emotional Regulation: Amanda and Kendra discuss the importance of emotional regulation for healthcare providers. By staying grounded and not taking things personally, providers can handle difficult situations more effectively. 10. Closing Remarks: Kendra encourages listeners to remember that they are doing their best for patients on their worst days. Amanda reminds everyone to rate and review the podcast, and mentions their new online course, Wellness 911, aimed at helping demoralized doctors. Rate and review the podcast to help other doctors find it. Visit www.thewholephysician.com for more information on our Wellness 911 program. Remember, you are whole, you are a gift to medicine, and the work you do matters.