How do doctors manage difficult patients and problems? Simple. But never easy...

  Рет қаралды 19,084

Shannon Wong, MD

Shannon Wong, MD

3 жыл бұрын

3:07 Always level with the patient
5:07 Set realistic expectations up-front
6:00 Develop Pattern Recognition
8:51 Managing the demanding patient with a complex problem
14:37 Surgery goes well. But the patient is not happy. Now what?
18:47 Controlling emotions
26:21 Extreme ownership
27:20 Developing your business model
31:52 Evolving

Пікірлер: 62
@lindafabiano8994
@lindafabiano8994 3 жыл бұрын
When we put our eyes and vision in a doctor's hands, this advice should be an ethical standard. Great video. Thank you.
@JeffsGypsy
@JeffsGypsy 2 жыл бұрын
I have watched your videos to help prepare myself for my cataract surgery. Thank you for how you are teaching/sharing. I had Panoptix IOL, both eyes, 7 & 8 weeks ago. My near and midrange site was incredible, immediately after surgery. At my 30 day check I was already figuring I would need prescription glasses to drive, I have always worn sunglasses, so I really wasn’t disappointed. I was always farsighted, before presbyopia set in, and being nearsighted was fun, but not practical at uncorrected 20/70 and 20/40. My Dr. explained that although I was happy, he wasn’t. He wanted to do LASIK, to get me to 20/20…He said that I couldn’t possibly be seeing the TV, and he was correct. I had already decided that I could not afford that option until original upgrade fee is paid off. I asked how much. Like You, his Premium Lens Price is a package. I had been unaware of that. When he explained, I cried. Couldn’t help it. He put me in free glasses, to test theory and get me out and driving. I have another recheck, then book LASIK. I might have thrown some attitude had I not watched and read about refractive surprise before I experienced it. There is no fault, and friends who know my progress have not been put off by it, they are excited to see it handled. Cataract Surgery with premium IOL, and a tuneup if needed, becomes less frightening. Now they are asking for his name. Like You, He values his staff and their interaction with us, both at his office/surgery center and at the outpatient surgery center that he is partners in. The people who answer the phones have been able to answer my question, twice, without transferring me. I have seen kindness shown to everyone. My husband has been with me for my visits and was so impressed that he now has an appointment. And I believe that my young neighbor, who wants LASIK, will be seeing him. I do have the rings around lights. They are odd, but they don’t blind me, they don’t hurt, and they are becoming smaller. I have had huge problems with night driving for 30 years. I had meningitis and basically lost my night vision immediately. Now, even with the rings, I know how far up the stop light is. I can see the full road ahead of me. Oncoming traffic is not blinding me. I am Loving this. God Bless You for the information that you have shared.
@FahimAhmed-jn9pn
@FahimAhmed-jn9pn 3 жыл бұрын
Thank you doctor, you are the only one from millions. May God bless you
@anton364094
@anton364094 3 жыл бұрын
This is just solid gold! Thank you for taking the time to impart wisdom gained over years of experience. I am truly indebted
@ShannonWongMD
@ShannonWongMD 3 жыл бұрын
Thank YOU for your email Anton!
@bnorfolk100
@bnorfolk100 22 күн бұрын
Thank you Doctor Wong for your insight on Doctor patient relationship! You are a true gentleman!!! I only wish you were here in Maryland!!!
@shirleyrose9566
@shirleyrose9566 2 жыл бұрын
Thank you doctor for putting humanity before you’re career, that is the secret to succeed in any career or job. It’s being human and learning to overcome difficult situations that will come you’re way, because they will come everyone are not the same. Wishing you and yours a wonderful and peaceful Christmas God bless. Keep up the good job.
@tammybreuker7831
@tammybreuker7831 2 жыл бұрын
I wish I lived in your state you practice in, I’m needing cataract surgery and I’m terrified... I’d definitely trust you with my eyes!
@gerardocontreras6098
@gerardocontreras6098 2 жыл бұрын
same for me
@Viewpoint314
@Viewpoint314 2 жыл бұрын
Some doctors are very hurried and very rude with patients. I have experienced this a lot.
@elizabethwilk9615
@elizabethwilk9615 2 жыл бұрын
Yes
@FirstnameLastname-wy7xf
@FirstnameLastname-wy7xf Жыл бұрын
good manners are must for anyone but even more so for doctors, but like any other profession, counselling of patient is influenced by how much money you are paying and how many patients the doctor is seeing and how much time they have..
@DonnaJo3452
@DonnaJo3452 3 жыл бұрын
It is very nice to hear this information from a doctor who cares. My niece is a nurse in a hospital and she said there is not ONE doctor she works with who treats her with respect, that they are all rude, some more than others. Do you travel and teach this?!
@kevinmccloskeyAuthor
@kevinmccloskeyAuthor 3 жыл бұрын
Great talk. Made me realize I may be the difficult patient myself. Optometrist told me she would not give another eyeglass script and referred me to an ophthalmologist. Both said I was a candidate for cataract surgery. I'm a left-handed artist and of the (possibly mistaken) belief that part of my artistic ability is due to left-handedness. I asked the Dr if after cataract surgery my eye dominance might change. I was told that might happen. I asked if there was any research suggesting that change might alter one's personality. I thought eye dominance and hand dominance might be analogous. He laughed heartily as did his assistant. I put off the surgery.That was last fall. Reading and viewing everything I can find on cataracts and IOL's. I found your youtube talks frank and enlightening. I haven't found anything to suggest my muse will desert me if my eye dominance changes. I realize as patient I should adjust my ego and emotional intelligence enough to give the eye surgeon another chance.
@terrapinalive6192
@terrapinalive6192 2 жыл бұрын
Kevin..Doctor and assistant laughing.at a perfectly valid question You were well rid off that medevin and his cabinet. Very insensitive of th,and extremely rude
@FirstnameLastname-wy7xf
@FirstnameLastname-wy7xf Жыл бұрын
@@terrapinalive6192 it was a really stupid question but doctor must not laugh at stupid questions. he should have listened carefully and answered in a good manner, we all have our superstitions.. surgeons more than anyone else..
@lordlucan529
@lordlucan529 Жыл бұрын
@@FirstnameLastname-wy7xf I'm not sure it is entirely stupid - in the case of unlucky individuals that have had the left and right hand sides of their brain separated, it can be shown that perception is different on each side (language one side and colour the other for example). I guess a change in dominant eye could make a difference. I'm not sure if they had instead been neurosurgeons they would have laughed.
@FirstnameLastname-wy7xf
@FirstnameLastname-wy7xf Жыл бұрын
@@lordlucan529 you might be right ✅️ doctors can also learn a lot from patients if they listen carefully to their questions.. I'm sorry for my comment
@DaRyteJuan
@DaRyteJuan Жыл бұрын
Thanks for this video, doctor. I’m just a patient and I suffered some embarrassment recently at the doctor’s office. At her insistence, I scheduled an “annual physical.” Unfortunately, I wasn’t adequately informed of what was expected of me including examination of my genitals. I really wasn’t expecting this, but at the previous appointment, my doctor said she would only renew my prescription for Prozac if I scheduled this “annual physical” which was now 1 year overdue (through no fault of my own). Being male, my female doctor had a female nurse in attendance to ‘chaperone.’ Going into the physical, I didn’t even think was going to have to disrobe at all. Not until an assistant placed a paper gown on the exam table did it even dawn on me. I asked the assistant, “Am I supposed to put this on?” She answered “Yes.” Reluctantly, I took everything off except my underwear and put on this very cheap paper gown. Suddenly feeling very miserable and vulnerable. After checking my ears, nose, throat etc., my doctor placed the stethoscope to my chest and listened to my lungs and heart, blah, blah, blah. Next she had me life down to palpate my abdomen, etc. After this she pulled up the gown a bit and noticed I was still wearing my underwear. This is when instructed me to remove it. It was at this point I became mortified. I’m thinking, “What the heck does my genitalia have to with getting a prescription for Prozac?!” But I guess I was more terrified of having my prescription suspended and just did as she said. And now here was another woman present, possibly a nurse (but who knows) to chaperone the situation. I’m thinking, “UGH. I didn’t even ASK for this damn physical. Now I’M the one being chaperoned after being told to remove my underwear.” After this horrendous experience was over, I just tried to brush it aside. I had fulfilled my obligation as a patient, and now she could continue to prescribe the Prozac in good faith. However, subsequent to this visit, they are now calling me back “to go over the results.” Only because of this am I now reliving this horrible experience over and over again. I’m trying to figure out if I should communicate my discomfort to the doctor, or if I’m just being weird or a difficult patient in doing so. I’ve done some research online and it appears male patients are regularly ambushed by their female doctors like this on a regular basis. Maybe they figure if they ambush us us, then we’ll be convinced this all just normal and we won’t speak up. That WE’LL be labeled the weird ones. So, I’m doing what I can to not be a nuisance patient by trying to look at difficult patients from the perspective of the doctor. Even people who are close to me think I’m being weird about this. But I just can’t help the feeling. So I’m not really sure what to do. Maybe just avoid the situation altogether and find a new clinic. Maybe start fresh somewhere else.
@pattiaccursi3840
@pattiaccursi3840 2 жыл бұрын
As I am myself going through issues after surgery, this video is sooo helpful! Thank you, I have hope for a better outcome now!
@jankragt7789
@jankragt7789 Жыл бұрын
So much here. This helped me find some peace with my unhappiness. I am a happy person who is beginning to see that I can NOT avoid the problems I have had with a doctor in the past. It requires much more emotional energy and time later if you avoid difficulties from the beginning or try to forget. Your eyes may still need medical care.
@JohnJohnson-zq9rg
@JohnJohnson-zq9rg 3 жыл бұрын
Vitreous floaters can cause significant problems when having trifocals or edof's. Because They create multiple shadows on the retina. It also depend on where the floater is in the vitreous. Floater laser treatment can be a solution for people who do not want to do vitrectomy. The laser can break down the floater or can move them to a different spot. If you have a trifocal and a floater in the worst case scenario three shadows are formed on the retina. A sharp one a dimmer but larger one and an even dimmer and larger one. The floaters move and it looks like more or less sharp things are moving around through your sight. Combined with larger much more hazy shadows.They bother the most when they are exactly at the spot where you look. If they are more to the side you more easy ignore them. With monofocal lenses floaters only make one shadow.
@commonsense6967
@commonsense6967 3 жыл бұрын
Yes, and I have so many floaters even the opthalmologist notices it during my exam. That, and a (decades ago) retinal tear is largely why I want only monofocals, after researching the pros and cons. Unfortunately, of the two opthalmologists I consulted, they only want to sell you premium lenses, because (though they don't admit it) the premium lenses are much more lucrative for them, costing the patient $10,000 or so for both eyes (approximate cost when I last got a quote for Symphony IOLs, in my local area.)
@alfimutammima4328
@alfimutammima4328 Жыл бұрын
I loved to hear your sight..so much education and the vision usefull for managing our patient in my hospital..thank u dr Wong keep going greeting from Indonesia❤️
@tangsclinda1309
@tangsclinda1309 2 жыл бұрын
I just did cataract op. Took a package arrangement which the doctor said would include cost of 3 followup visits. Meds would be charged separately. At the 1st followup visit after 1 week, eyedrops were charged several times more than price at local pharmacies. When I sought clarifications on this, she then said followup visits are not free but at discounted rates. This was not mentioned before. She then said I was free to look for other opthalmologists. I now have no confidence to go for remaining followup visits in view of her arrogant & irresponsible attitude.
@eddielee8591
@eddielee8591 2 жыл бұрын
I would not go back to anyone with whom I have no confidence and no trust. Not as business partners, not as patient/doctor,
@theriot5150
@theriot5150 3 жыл бұрын
Yeah , like mine never told me about the halos around lights at night ! Never! I would have never done it...now I can’t drive at night..it’s ridiculous
@armandtoma8124
@armandtoma8124 6 күн бұрын
Enjoyed this talk. Surprised about the discussion with the re-treatment. Certainly understand the logic. However, in a different economic environment, that could exclude people from the initial surgery. I guess it depends on the context in which treatment is being provided.
@seniorsal6661
@seniorsal6661 Жыл бұрын
What very wonderful, informative videos by Dr. Wong! Thank you for all the info.
@lolo672
@lolo672 Жыл бұрын
Some of your videos have been very helpful for understanding doctors. We are facing a situation where we will have to explain to my SOs doctor that the vivity lens placed in eye 1 (laser) about a week ago has produced halos and streaks at night and very unclear (although improved) distance and intermediate vision that would require at a minimum glasses. There has been no improvement since day one post op where his vision was 20/60. He has no other eye problems and his cataracts were not severe. We have contacted the office twice and told to wait and see, with an appointment in a few days. Obviously with this outcome we are focused on our interaction with the doctor to make sure we get the most clear and accurate information during this appointment. We are considering not going forward with eye 2 and a second opinion if our interaction is unsatisfactory. Thank you for explaining the standards for good care under more difficult circumstances.
@ratherbfishing455
@ratherbfishing455 2 жыл бұрын
My surgeon was changed, as my surgery was canceled. Not a cornea specialist, and I have Fuchs. Talked to a resident for a few minutes :( I think communication, listening skills, and great manners are paramount. A doctor has to be from a great background. My neighbor retired early, as he wanted to spend more time with his patients. He always said they are like my mother!!! One can't make a decision in 15 minutes. BTW, his great uncle performed the first cataract surgery on an Indian Chief.
@DiMcGee
@DiMcGee Жыл бұрын
This is great stuff, for me as an unhappy patient to think about and who feels my doctor has decided is "difficult". I have healthy eyes, and only 6 months ago needed a prescrip to address astigmatism (print was ghosting and I felt strain focusing). The prescrip didn't last long, and because cataracts were going to continue to cause changes, we decided, based on his recommendations, for cataract surgery and astigmatism correction, with the Acrysof IOL. Day I I complained of the negative dysphotopsia. My doctor acted like he'd never heard of it, said it was the incision not the lens; now he says I will neuroadapt or learn to live with it. Near vision is better (still some doubling, though in the corrected eye), but my distance vision on the eye is blurred. Doctor had told me prior to surgery that I have a membrane which might become an issue in future (or might never) but could be treated with a laser if needed. He never said that cataract surgery might make it a problem. When confirming this, he seemed to brush off the laser fix as 'another surgery.' Is it just that he wants to wait a few months for the eye to heal - he didn't say. Could be floaters rather than the membrane? Could the variety of symptoms (discomfort, dysphotopsia, shimmering, watering, blur, difficulty focusing, headaches) be a problem of positioning? Would he be honest if the issue were technical rather than biology? In our discussions since surgery, it just seems his ego is more important than my sight; that he is too busy and doesn't recognize how difficult the ongoing problems are making everyday life. I'm supposed to go back in 3 months.
@ShannonWongMD
@ShannonWongMD Жыл бұрын
Most patients have visual phenomena in the first month - flickering lights, shadow to the side vision, blurred vision, foreign-body sensation, dry eye, inflammation - that gets better with time as the eye heals. "The trend is your friend." If the vision improves and side-effects lessen with time, then you will likely do fine. If on the other hand your symptoms persist, the longer they persist, the more justified your issues become and the surgeon and surgical team will need to help sort-out the cause and treatment of the unwanted issues. Good luck!
@DiMcGee
@DiMcGee Жыл бұрын
@@ShannonWongMD Thank you so much for your considerate reply - so kind of you to take the time. I hope the trend will be my friend, though It is almost 7 weeks out and I'm still experiencing visual effects (dyphotopsia, shimmering) -- possibly less frequent or pronounced; also continue to have intermittent sensations of heaviness or something on the eye, like the lens is not flush. The most upsetting thing now is that my distance vision is not sharp, a noticeable degradation of what I had before surgery. I read the multi-focal I got is supposed to be so good for distance. Is it possible to develop POS in the first weeks following surgery? Could I be an outlier in terms of healing time even though I have no medical conditions, am in really good health, physically active, eat well, etc? These are questions I should be asking my doctor, i know. I've requested an appointment asap, so hopefully will get in soon.
@BarakTheWonderer
@BarakTheWonderer Жыл бұрын
Thank you.
@tomgrimes8379
@tomgrimes8379 2 жыл бұрын
The problem you face is that you encounter patients who are brilliant; who are as smart or smarter than the physician, but they know nothing about ophthalmology. They think because they're competent under most circumstances they're competent under "ophthalmologic circumstances." It's tough to deal with these people.
@jacobneufeld6182
@jacobneufeld6182 Жыл бұрын
Nice video, I wish you were here in Canada I asked you to fixed my eyes.
@terrapinalive6192
@terrapinalive6192 2 жыл бұрын
Overexpectations?.no,it's as simple as this: you answer honestly the patients question.For instance,with the multifocal IOS you might need reading glasses.Might.Most doctors would avoid an honest answer to guide the patient to the most expensive lens No overexpectations if the Doctor explains well and honestly
@GoogleUser-it3xq
@GoogleUser-it3xq Жыл бұрын
Speaking about honesty, why don't opthamologists warn patients that a toric lens could rotate and cause more surgery, which is very risky surgery?
@moonlightsonata5576
@moonlightsonata5576 4 ай бұрын
All human are imperfect and that's why all humans grow old get sick and perish... When I go to any doctor and he/she said "there is no guarantee but we do our best" then I know that doctor is a good one 😊
@pennyf9886
@pennyf9886 2 жыл бұрын
I have a high astigmatism -11 / -12 approximately. I'm planning for a cataract surgery in October. I'm thinking of foregoing toric lenses should I have a retinal detachment in the future. My doctor says having toric lenses put in will not complicate vision correction in the future. Do you have any experience in the matter?
@purplehat011xx2
@purplehat011xx2 2 жыл бұрын
Good morning sir I have iridofundal coloboma ... I had cataract surgery 3 month before after the surgery I m experiencing positive dysphotosia (glare,big-big halos,star bust , lightning streaks) and negative dysphotosia (dark crecent shadow on my left side) and dilopia(double text vission) and also had PVD (unignoreable giant floater that can be seen in dim light .... And causing dynamic glare fluctuations..... I am truly depressed I only have this eye with vission other eye don't have vission..... Pls help me sir .... I know the only solution for this problems is IOL exchange along with Floater vitrectomy.... I m not able to my simple day to day work from this problems... I m very cleaver and excellent in acedemics sir .. I was persuing my engineering in CS branch from IIT Madras ... Pls help me to grow and fly again like before .... My only hope for my life is you Coz I know the professionalism is in you is never on other surgeon Pls help me sir pls I am from INDIA and belongs from a lower middle class family I am facing this torture since 3 month sir Plzz reply sir PlZ reply
@steffydog
@steffydog 2 жыл бұрын
Embrace change, never charge an unhappy client, simples. Great video, thanks
@lordlucan529
@lordlucan529 Жыл бұрын
The unhappy patient probably wants their vision fixed, not a free ride
@lordlucan529
@lordlucan529 Жыл бұрын
The ophthalmic world generally seems to be obsessed with visual acuity, as if it encompasses everything about vision. I have Fuchs and can still just about see 20/20 corrected near and far if I stare at the chart long enough. Despite this, my contrast, halos, glare, motion awareness and peripheral vision mean that I struggle to ride a bicycle let alone drive a car. What's laughable is that the only thing measured to determine the deterioration of my Fuchs is ... visual acuity!
@HonorV2ultimate1tb
@HonorV2ultimate1tb Жыл бұрын
hi Doctor...how soon after cataract surgery can a patient expect to have to do PCO ?... and how many times will it occur that PCO treatment may be required?...or can be done? Thank you...appreciate!
@flyingjeff1956
@flyingjeff1956 3 жыл бұрын
Sounds like airline pilot school.
@questorhh
@questorhh 2 жыл бұрын
Doctor, do you suggest ORA?
@ShannonWongMD
@ShannonWongMD 2 жыл бұрын
We no longer use ORA. Preoperative calculations have become so reliable that ORA is not necessary.
@questorhh
@questorhh 2 жыл бұрын
@@ShannonWongMD Doctor, is the preoperative calculations you are referring to done on an ultrasound a-scan when the cataract is still in the eye? I thought it was 80% accurate.
@rachanait3889
@rachanait3889 Жыл бұрын
im umhappy but you are so far and her in morrocco i dont find doctor to help my dauther 17 years she has surgery cataract multifocal but know she cant see near or far verry weel and i dont know what i do i go to 3 doctor they dont whant see her im so sad
@PedroLopezBeanEater
@PedroLopezBeanEater 2 жыл бұрын
I can tell you a way to give patients happy endings…
@ulyssesguzman1647
@ulyssesguzman1647 3 жыл бұрын
I just had a lens put in yest. 7/28/21. I looked out this morning. I can see a halo around the street lights. Will this go away in time. Or will I have to adapt to it?
@imnotsurewhy
@imnotsurewhy 3 жыл бұрын
Question: why don't many optometrist deal with eye floaters. Almost all of them would just tell you to live with it forever. Not a single recommendation on how to remove them. Why is there little to no research on how to safely remove these bothersome floaters.
@ShannonWongMD
@ShannonWongMD 3 жыл бұрын
Here is some info: kzfaq.info/get/bejne/Z7ZyibSg3LXRoH0.html
@amybradley5821
@amybradley5821 2 жыл бұрын
Agreed I have surgery scheduled but I am convinced it won’t help much because I have so many very annoying floaters. Don’t want the cataract surgery just want floaters gone. Also terrified of permanent eye damage. My doctor says oh only one in 2000 have bad outcome, well what if I am the one? I am definitely a problem patient. Hate that they keep telling me “it’s elective”. Well if my vision is not correctable and I need my vision for my job then it is NOT elective.
@terrapinalive6192
@terrapinalive6192 2 жыл бұрын
@@amybradley5821 I so identify with you... What then should.be done?.. Lenin's question about pauper's in Russia before the Revolution I have read thar you can live with a blurry vision.Or that you can change your prescription glasses every so often.I plan to do that until I 'see' the probleem in a clearer light
@amybradley5821
@amybradley5821 2 жыл бұрын
@@terrapinalive6192 well I had one eye done. Was not pleasant but very good results. I still have the same floaters so it’s not perfect but can definitely see better. Next eye is next week, still very nervous and floaters are worse in that eye.
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