Clear and realistic communication is a cornerstone of effective healthcare. Whether addressing catastrophic injuries, chronic conditions, or work-related issues, managing expectations can significantly influence a patient’s recovery and overall satisfaction.
At Phoenix Occupational Medicine, we strive to balance optimism with practicality, offering patients the tools and understanding they need to navigate their health journeys. We were privileged to have Dr Kofi Afari join us for a rotation during his specialty training in Rehabilitation Medicine. While Dr Afari’s rotation with us concluded several years ago, his insights into managing patient expectations continue to influence our approach to delivering exceptional healthcare.
Why Are Expectations Crucial in Healthcare?
Patients often approach healthcare with high hopes, expecting swift solutions and definitive results. However, the reality of recovery, particularly in cases involving long-term injuries or illnesses, can be complex.
According to Dr Afari, unmet or misaligned expectations can be a major barrier to recovery. Patients referred to rehabilitation services may arrive with a clear mental image of their progress, only to face a reality that diverges from their expectations.
“Patients can be quite disappointed when the reality of their changed function is discussed,” Dr Afari explained. “This disappointment can erode their trust in the healthcare team and diminish their engagement with treatment.”
Managing these expectations requires not only clinical expertise but also effective communication skills.
Case Study: The Impact of Mismatched Expectations in Healthcare
Dr Afari recounted a case involving a middle-aged woman who had undergone a below-knee amputation. Shortly after surgery, he explained her post-operative care plan, emphasising the need for inpatient rehabilitation to adapt to using a wheelchair while awaiting a prosthesis.
However, the patient was both surprised and upset. She had been told by her surgeon that she would be fitted with a prosthetic leg within 6-8 weeks and would remain an inpatient until that time—a timeline that was unfeasible given her co-morbidities. Adding to her distress, she had purchased a smaller home in anticipation of walking into it with her new prosthetic.
“The patient was already grappling with the grief and pain of losing a limb,” Dr Afari said. “The sudden addition of new, contradictory information compounded her distress.”
This case highlights the importance of providing accurate, realistic expectations at the earliest stages of care.
A Better Approach to Managing Expectations
Effective expectation management is about striking a balance between optimism and realism. Overemphasising potential positive outcomes while downplaying challenges can lead to dissatisfaction, while an overly pessimistic approach may discourage patients from engaging in their treatment plans.
“We need to explain all possible outcomes, the emotions and sensations patients might experience, and what to expect from other health professionals involved in their care,” Dr Afari said.
Healthcare providers should also take the time to understand the roles and limitations of other practitioners involved in the patient’s treatment. Miscommunication between care providers can inadvertently result in promises that others cannot fulfil, creating confusion and disappointment for the patient.
Parallels Between Rehabilitation and Occupational Medicine
While these principles are fundamental to rehabilitation medicine, they are equally vital in occupational medicine. Managing expectations is particularly challenging in cases involving injured workers, where multiple stakeholders—employers, legal representatives, and claims officers—are often involved.
Occupational medicine doctors must collaborate with other medical specialists while considering the input of non-medical stakeholders. This multidisciplinary approach is essential for creating a cohesive and realistic recovery plan.
“Both rehabilitation physicians and occupational physicians play a critical role in helping patients see the bigger picture,” Dr Afari explained. “By synthesising information from various sources, we can provide patients with a realistic and comprehensive understanding of their recovery journey.”
Practical Tips for Healthcare Providers
To manage expectations effectively, healthcare providers should consider the following:
- Start Early: Set accurate expectations from the beginning to prevent misunderstandings later in the care process.
- Communicate Clearly: Avoid medical jargon and ensure patients fully understand their treatment plans and likely outcomes.
- Collaborate Across Disciplines: Work closely with other healthcare providers to deliver a consistent message to patients.
- Educate Patients: Help patients understand the roles of different practitioners and the limits of what each can achieve.
- Tailor Plans to the Individual: Recognise that every patient’s journey is unique and adjust care plans to suit their specific needs.
Final Thoughts: Building Trust Through Transparency
At Phoenix Occupational Medicine, we believe that effective communication is the foundation of successful healthcare. By setting realistic expectations and fostering a multidisciplinary approach, we empower patients to navigate their recovery with confidence and clarity.
If you’re looking for expert guidance on managing healthcare expectations, contact Phoenix Occupational Medicine today.
