The way doctors talk to us, especially when we’ve read something online or heard a snippet of health advice that might not be quite right, has a huge impact on whether we trust them, stick with our treatment, and even come back to them. If a doctor, no matter how brilliant, comes across as dismissive or like they know best without listening to our concerns, we’re likely to shut down. We might even look for help elsewhere, never returning to that doctor’s office. Dr. Christy J.W. Ledford, a communication expert, highlights that doctors often think their superior knowledge is enough. But for us, the patients, it’s not just about finding an expert; it’s about finding an expert who genuinely cares. This issue is becoming more critical than ever. A recent survey shows that a staggering 86% of doctors encounter misinformation from patients more frequently now than five years ago, and over half (57%) feel it hinders their ability to provide the best care. Dr. Anne Cappola emphasizes that building trust is the absolute bedrock of good communication. Before a doctor can even think about correcting what we believe, they need to ensure that trust is firmly in place. Medscape recently gathered insights from various doctors and communication specialists, including pediatricians, urgent care physicians, and family doctors, on how to navigate these tricky conversations. Their advice boils down to five powerful communication techniques that can help doctors build and maintain our trust, ultimately combating harmful misinformation.
The first crucial step is to listen, and then gently probe for understanding. It’s a common, almost automatic reaction for doctors to interrupt, sometimes as quickly as 11 seconds into our explanation. But research consistently shows that immediately jumping in to correct or debunk something we’ve said simply doesn’t work. Our initial statements often hide deeper reasons for our beliefs or anxieties. Only by understanding that underlying “why” can a doctor truly begin to address the misinformation. This means asking non-confrontational questions, like “Why is this particular topic important to you right now?” Perhaps we’ve been anxiously Googling symptoms, or a loved one had a negative experience that’s coloring our perspective. Dr. Vineet Arora stresses the importance of acknowledging and validating our feelings, whether they are anxiety, fear, or concern. These are very real human emotions when it comes to our health. The only exception to this thoughtful approach is if we mention something a doctor knows to be immediately dangerous; in those cases, the danger needs to be explained right away. Imagine a scenario where you, as a patient, come in with lab results you got from an AI, and it’s suggesting a diagnosis. A doctor could respond by saying, “I understand how scary these AI responses can feel; they’re designed to sound authoritative. But they often can’t differentiate between overlapping conditions. Can you tell me more about the symptoms that led you to consult AI? I’d like to share why an exam and your clinical history might point us in a different direction.” This approach validates your anxiety and shifts the conversation from the AI’s pronouncement to a thoughtful clinical reasoning process, reinforcing the doctor’s essential role in interpreting data.
Secondly, nonverbal communication speaks volumes, often louder than words. Dr. Ledford points out that the computer, while a necessary tool, has inadvertently created a barrier in the clinic. A screen between us and our doctor can signal a lack of interest in connecting with us on a human level. To show true engagement, doctors should lean in, make eye contact, and nod thoughtfully. However, it’s equally important for doctors to be aware of negative nonverbal cues, as highlighted by Dr. Brian Southwell. Crossing arms, rolling eyes, or scrunching up a face can be incredibly dismissive, and often, doctors aren’t even aware they’re doing it. Dr. Southwell advises doctors to consider their body language – where their chair is, where their gaze is directed, and how they physically convey interest. These subtle cues can make a profound difference in building rapport. Consider a 40-year-old man who comes in, convinced he has “low T” because of things he’s seen on social media and wants a testosterone supplement. Instead of an immediate refusal, a doctor could say, “There’s a lot of talk on social media and other places about testosterone supplements. What’s been going on that makes you suspect low testosterone? Let’s go through your symptoms and see if we can get to the bottom of what’s going on.” This approach doesn’t dismiss the patient’s concern but instead broadens the doctor’s diagnostic lens, reinforcing their value as a diagnostician who considers the whole person, not just a trendy lab value.
Thirdly, doctors should not be afraid to acknowledge uncertainty. Sometimes, we might bring up something a doctor has genuinely never heard of, or the scientific evidence might not be entirely clear. Being open and honest about this can actually strengthen trust. Dr. Southwell’s research showed that people trust public health messages far more when they are transparent, including discussions about why there might be uncertainty and how that fits into the scientific process. Doctors are sometimes reluctant to admit what they don’t know, but being transparent about uncertainty is incredibly powerful for building relationships and trust, and it’s also highly effective in discussions about risks. Imagine you ask your doctor about a “natural extract” you saw on TikTok, hoping it will alleviate your symptoms. A doctor could respond with, “I’m not familiar with this extract. If you can share where you heard about it, I can look into whether there’s any data about it. In the meantime, let’s look at the tried-and-true options for the concerns you’re describing.” This response demonstrates professional humility, invites you to share more, and gently guides you towards evidence-based treatment, all while building trust through honesty.
Fourth, doctors need to wield their expertise gently. We all know the saying, “nobody likes a know-it-all.” Doctors spend years in rigorous training to become experts, and their knowledge is invaluable. But simply dismissing a patient’s question as unworthy of discussion won’t help combat misinformation; it will only alienate us. Dr. Ledford notes the temptation for doctors to become defensive or overly assertive. She suggests a more collaborative approach: “We’re partnering in this, and we’re going to have this conversation, and I want to hear what you’ve heard.” If a doctor says, “I don’t want to hear that,” they’re effectively shutting down a crucial conversation that you, the patient, absolutely need to have. Consider a pregnant patient with a low-grade fever who is hesitant to take Tylenol, citing recent claims linking it to autism. A doctor could say, “It’s completely understandable that you’re being cautious. However, an untreated fever poses a much bigger risk to your baby than taking Tylenol. I would recommend using the lowest effective dose for the shortest time possible to protect you both.” In this scenario, the doctor avoids engaging directly with the misinformation but instead redirects the focus to the immediate, evidence-based health concern, offering clear, actionable advice while acknowledging your justifiable caution.
Finally, it’s essential to continue the conversation, recognizing that deep-seated misinformation, such as vaccine skepticism, is rarely resolved in a single visit. Doctors are unlikely to “win over” a patient immediately, but if they view each encounter as the beginning of an ongoing dialogue, the chances of success increase significantly. Dr. Arora reminds us that the goal isn’t to “win” an argument but to provide credible information that empowers us to make informed decisions, and this often requires multiple conversations. Dr. Ledford even suggests offering an “information prescription,” directing us to specific, evidence-based online resources to consult. She observes that we are increasingly seeking health information independently, and doctors shouldn’t act as gatekeepers but rather as guides, helping us navigate the vast and often confusing landscape of health information. To truly cement what we learn, doctors should offer to continue the discussion at our next appointment, or even sooner via patient portals or phone calls. By actively directing us to trustworthy sources, doctors can not only address current misinformation but also equip us to better discern and protect ourselves from future misleading health claims, fostering a long-term, trusting partnership in our healthcare journey.