By the time a patient sits in your chair, they’ve probably already read or watched something about the reason for their visit. The CDC reports nearly 70% of U.S. adults ages 30 – 44 use the internet for medical information. 40 million people now use ChatGPT daily for health questions. People are anxious and trying to feel prepared. We’ve all been there.
So assuming most of your patients have done some form of prior searching — what’s the best way to handle that? Good old emotional intelligence. It’s also helpful to make a distinction between pre-visit research (understandable, relatable) and diagnostic fixation (potentially problematic).
How should you respond when The Internet enters the exam room?
Sometimes the explanation they’ve landed on is incomplete. Sometimes it’s flat-out wrong. Sometimes, to be fair, they’ve nailed it. Still, whenever a patient brings up what they’ve read online, it’s natural to want to shut it down with warnings about Dr. Google.
But the best way to approach things chairside is taking a beat to acknowledge their research efforts … without endorsing their conclusions. And always keep the focus on your clinical reasoning:
I can see why that explanation made sense based on the symptoms you’re describing. Let me walk you through what I’m seeing and how it compares.
That kind of response brings your expertise to the fore without making a patient feel bad for trying to understand their own symptoms.
Plus, these days, more and more people are aware of the general pitfalls of symptom searches. It’s reasonable to offer a gentle reminder that online information can get overwhelming fast. A low-key acknowledgment of that reality helps take the edge off and keeps the exam moving forward.
Should you recommend credible online sources?
Certainly, just be selective about it. Patients are going to keep reading regardless. Recommending a specific resource or a small number of reputable sources can help point them to information that’s accurate and less alarmist.
If you want to read more about this, I can point you to a few sources that line up with what we see clinically. Just keep in mind that they’re meant to add context, not replace what we’re seeing today.
And if you notice the same questions or conditions coming up again and again, it’s worth creating an in-house handout that addresses those topics directly and shares how your practice approaches them.
What if the patient’s “research” is obviously wrong?
This is where a visit can go downhill.
When you hear information that’s clearly wrong, it’s tempting to correct it swiftly and shut it down. But that approach can do a couple things: 1) It has the chance of starting a debate. 2) Patients who feel embarrassed or dismissed may be less receptive to what you’re saying, or may leave without really buying into your recommendations.
A more effective approach is to explain why certain claims circulate and what you would expect to see if they were accurate:
That explanation comes up a lot online, but if it worked the way it’s described, I’d be seeing different changes here. What I’m seeing points us in a different direction.
Again, you’re taking a beat to separate their research efforts from their conclusion. It’s not about shaming them for looking something up. It’s about correcting the misinformation, but doing so calmly. And, importantly, you’re doing it through explained observation and reasoning rather than white-coat authority alone.
You ultimately want patients to understand why your assessment carries more weight than a search result, and the best way to do so is to show them what you’re looking for, what you’re ruling out, and why.
Sidebar: Front desk staff often hear these concerns first, especially on phone calls. Support your team by helping them establish some phrases they can use during these kinds of calls. Here are a few examples that warmly redirect patients towards next steps — without confirming or dismissing what they may have read/seen:
- That’s something the doctor looks at pretty often. They’ll be able to give you a clearer answer once they’ve examined your eyes.
- A lot of patients call with similar concerns. The exam will give the doctor what they need to explain it clearly.
- The best way to get a straight answer on that is to have the doctor take a look. We can get you scheduled so they can walk through what you’ve been reading about.
More on this topic: Eyetube video on “How to (Respectfully) Correct a Patient“
