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Empathy in optometry goes far beyond polite conversation—it’s a clinical skill that builds trust, improves compliance, and defines the overall patient experience. In Episode 50 of the Depth Perception Podcast, Dr. Svetlana Nunez, Dr. Jasdeep Singh, Dr. Nadia Afkhami, and Dr. Douglas Akidi dive into how empathy shapes patient care. They discuss how to navigate emotional encounters, maintain schedules, and build genuine human connections in the exam room—all while delivering excellent clinical outcomes.
Topics Covered
Why Patients Remember Feelings More Than Findings
Dr. Jasdeep Singh explains that patients often evaluate their care experience not by the prescription or the accuracy of their refraction, but by how they felt during the exam. Empathy and personality leave a lasting impression that builds loyalty and trust. When a patient feels heard, they are more likely to follow treatment recommendations and return for follow-up care.
In Practice:
- Start each encounter with a sincere, “How are you today?” and pause to truly listen.
- Reflect what you hear (“That must be frustrating.”) before moving into the exam.
- Use warmth and eye contact to establish comfort before discussing findings.
Staying on Schedule Without Shutting Down Stories
Every doctor has faced the challenge of balancing compassion with time. Dr. Nadia Afkhami admits that when patients begin to share deeply emotional stories, she acknowledges their feelings but gently redirects the visit. “I’ll hold their hand for a moment if they need it,” she says, “and then start the exam so we can keep moving while they still feel supported.”
Dr. Jasdeep Singh takes a similar approach, emphasizing the art of redirection: acknowledge, transition, and revisit later. “I’ll say, ‘I’m glad you shared that—let’s make sure your eyes are doing well, then we’ll come back to that.’”
Handling Grief, Anxiety, and Tough News in the Lane
Dr. Svetlana Nunez recalls an encounter during her student years when a glaucoma patient burst into tears over red, irritated eyes caused by medication. Her instinct was to pause and offer a hug before walking the patient to the exam room. That small act of humanity turned a distressing moment into reassurance.
Dr. Jasdeep Singh shares that empathy often means giving patients space to process emotions. “When someone mentions losing a partner or loved one, I hand them a tissue, ask if they’d like a few minutes, and make sure they feel respected before we continue.”
Mirroring Styles While Staying Authentic
Dr. Nadia Afkhami believes successful exams require adapting tone and approach based on who’s in the chair. “I don’t do the same exam for a Gen Z patient that I do for a boomer,” she laughs. “You have to read the room and shift your communication style to match theirs.”
Dr. Douglas Akidi agrees, noting that adjusting formality helps build rapport quickly. “With a younger patient, I might say, ‘What’s up, man?’ but with an older patient, I’m more formal. It’s not being fake—it’s about connecting.”
Dr. Svetlana Nunez adds that while mirroring is powerful, staying true to yourself is equally important. “There were times I wondered, ‘Who am I in this room?’ But being yourself while adapting is the balance that keeps patient care authentic.”
Language, Culture, and Building Psychological Safety
Working with diverse patients often means crossing linguistic and cultural lines. Dr. Douglas Akidi, who frequently cares for Spanish-speaking patients, finds that language bridges gaps instantly. “It helps me keep the flow natural and lets patients know I’m listening. They feel comfortable sharing more about their health.”
Even for providers who aren’t bilingual, small gestures—like offering translated handouts or using relatable analogies—can create safety and trust. Dr. Svetlana Nunez adds, “When patients understand how their systemic health affects their eyes, they feel empowered rather than overwhelmed.”
Turning Listening Into Actionable Care Plans
Listening should lead to action. Dr. Jasdeep Singh emphasizes creating care plans that fit the patient’s financial, emotional, and logistical realities. “Some patients can’t afford every test or follow-up. You have to meet them where they are.”
Dr. Svetlana Nunez notes that empathy often leads patients to disclose crucial medical details. “When people feel comfortable, they’ll reveal conditions they didn’t mention earlier—like autoimmune diseases—that can change your management plan completely.”
Protecting Your Energy So You Can Show Up for Patients
Empathy takes emotional energy. Dr. Nadia Afkhami admits that while compassion is vital, boundaries are too. “You can’t pour from an empty cup. I script my exam, stay structured, and find small moments to recharge during the day.”
Dr. Douglas Akidi uses humor to protect his energy and lift others. “If I can make a patient laugh, even for a minute, that’s a win. It helps them forget the stress—and it helps me reset, too.”
The team agrees that sharing light personal details, when appropriate, humanizes the doctor-patient relationship and creates reciprocal warmth.
