Defusing Difficult Patient Communication

Best Practices
By approaching challenging conversations with curiosity, empathy, and thoughtful language, we don’t just defuse tension—we create connection.

By: Savory Turman, PCC, BCC, MSc, COMT, COE

Ophthalmology Management February 2, 2026 Vol 30, Issue Practice Management 2026

5 Key Takeaways

1

Effective communication in patient care requires empathy, curiosity, and thoughtful language to defuse tension and build connection.
2

Ophthalmic technicians play a crucial role as the first point of contact, educators, and mediators in patient interactions.
3

Adjusting wording and using open-ended questions can transform confrontational situations into collaborative discussions.
4

Acknowledging patient frustrations and practicing active listening are essential for improving patient satisfaction and trust.
5

Every difficult interaction presents an opportunity to strengthen trust and demonstrate professionalism in patient care.

Savory Turman

Specialties: Ophthalmic practice management and patient communication

Bio: Savory Turman writes on ophthalmic practice management and patient communication. In Ophthalmology Management, Turman discusses strategies for ophthalmic technicians to defuse difficult patient conversations through curiosity, empathy, and thoughtful language, emphasizing the role of technicians as medical knowledge interpreters, educators, and mediators in patient care.

PentaVision

Ophthalmology Management

Defusing Difficult Patient Communication

5 Key Takeaways

1

2

3

4

5

Recommendations