Chapter 115 Vital communication issues
The parents
Good communication is essential to establishing a positive and trusting relationship with parents: it improves compliance, optimizes clinical outcomes, and reduces complaints and litigation (Box 115.1).1
Box 115.1
Strategies for establishing a good relationship with parents
• Triage referrals effectively and sensitively
• Appointment letters should inform parents about the potential duration of visit, need for preliminary orthoptic assessment, and dilating drops
• Minimize waiting times and provide a child-friendly waiting area
• Have a consulting room layout which facilitates good communication and privacy
• Give a warm greeting and have an approachable manner, try to avoid medical jargon
• Listen to the parents and let them contribute to the management plan
• Give regular verbal and non-verbal expressions of empathy and support
• Provide written information for the parents to take home
• Provide contact numbers to allow parents access to urgent advice and ensure that the person they have to contact is always available
• Copy clinic letters to the parent – particularly when management decisions are made
• Facilitate a second opinion whenever appropriate: it will enhance the parent’s confidence in you
Before the consultation
1. Waiting rooms should be child-friendly;
2. There should be ready access to clinics for urgent cases;
3. Timely appointment scheduling;2 and
4. In practice, waiting is often unavoidable, resulting in frayed tempers and bored, fractious children. If the clinic is running late, your explanation of the circumstances may diffuse the frustration of the waiting families. The information may enable parents to rebook and the front desk staff will be eternally grateful.
