Through the years I have seen some of the best clinicians instantly loose all credibility when letting a verbal blunder slip into the verbal interaction @ hand. At a glance what appears to be an honest assertion or an insignificant remark to us, it might not be so to a patient. Moreover, these all to often utilized tongue slip-ups can rob you of your credibility if not great trusting rapport that you have developed & enjoyed for years with your patients.
The following statements or phrases are those culprits alluded above:
1. “It’s not a big deal”: While the single closure of a wound might have not been your very best that day after countless other ones through the years, for the patient such a statement would be interpreted as as you didn’t take the time or cared for the cosmetic outcome. Your careless lingual "faux-pa" (statement) basically discounted their trust in your ability @ their professional expectation.
2. “It’s a slam dunk”: Sure, easy for you to say since you’re not the recipient of an unfamiliar procedure or intervention for an anxious or distrusting individual of the medical industry. Patients like to be informed of all attendant risks…not some or partially. In some cases even the most remote ones too. Wouldn't you?
3."You’re making this more difficult than it really is”: Your empathy just went out the window with that negative reassuring comment –if you thought it was one. Best practice would be to say, “I will do my very best to minimize any pain or discomfort or possible complications”. ‘I/we will get you through this together”.
4.“Here it comes a 'little' Bee sting” : The sight of a needle is anxiety provoking even in the “toughest folks” or “weekend warriors”. Downplaying the discomfort even with the best of techniques doesn’t help anyone under these circumstances. Pain or discomfort should never be “embellished”, downplayed—just be truthful from the outset. Is best if you tell them you will be as gentle as you can be. Again, never say ”this won’t hurt you”. Instead, you can say, most patient do well after my explanation(s)
5."There’s nothing wrong with...” This dismissive statement simply translates into the patient’s mind that you doubt his/her concern or complaint being legitimate one if voiced to you.
Before closing the door diagnostically speaking it might behoove you to do some preliminary testing or investigation. Avoid early diagnostic closure, ( aka Anchoring—a medical heuristic ) especially if there could be a potential unexpected or bad medical outcome.
6."Guaranteed, this will...” get better and/or resolve in 2 days…2 weeks… 2 months. Assurances are best to leave out of discussions, rephrase outcomes or your expectations in terms of probabilities instead. For instance, "my best guess is…” by using this statement, the patient will be less disappointed if the course of the illness or ailment takes longer to resolve or improve. Plus if an early . resolution would come to play, then you will be seen as a hero—simple as that.
7.”Sorry for the delay, we’re busy today.” Patient’s view their time just as important as yours. If there’s a delay notify them @ once and explain that you will be late. They will be appreciative if you can re-schedule or give an approximate time of seeing them. Saying you’re busy is not as good as saying an impromptu situation caused the delay thus requiring your immediate attention before seeing the patient. Always introduce or close by stating you appreciate their patience & understanding.
8.”Oopsie”: Not something you want to say when a mishap or an error happens. This word does not mitigate the bad outcome or the unintended consequence even though you might think so. Be honest and use a direct approach when explaining what went wrong or possibly caused the departure. Stick to honesty. Remember minimizing things don't bode well with people if there was a significant peril or inconvenience they had to go through
9. “I’m the best @ this”: Based on whose opinion—Consumer’s report? They think not. Perhaps blowing your own horn may come across as pedantic. Probably is best to be forthright by stating how many X-Y-Z procedures you have done with safe outcomes might be more prudent and less arrogant-sounding to their ears. Moreover, it would be best if your supervising attending physician or colleague would endorse you by saying or praising your accolades even though there’s nothing wrong feeling you’re the right person for the job or task at hand.
10. “I have nothing ‘ else’ for you…I wished“: Short of a terminal illness which you can always consider palliative recommendations or hospice care, you must consider exhausting all medical resources and/or venues before uttering this “I/we’re give up” on you. We must keep a balanced perspective (naturally) and accept that we are not to engaged in practicing futile medicine, but we must not abandon ship to soon if there’s some significant statistical chance of medical recovery.
Sometimes another medical perspective is reasonable and needed. Remember, each and one of these statements, words or phrases could easily undermine your patient’s trust and ultimately your clinical/professional credibility. Place yourself in your patient’s shoes if your to be the recipient of these verbal faux pas. You would feel resentful or upset at the very least. Don’t you think?
So, before you engage your tongue …you must engage your brain to avoid these verbal blunders being part of your day-to-day communication with your patients.
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