3 Phrases that Create Instant Trust with your Patients.

Ever had a patient nod along.. and still not follow your recommendation?

I used to go through the motions in the testroom, diagnosed their condition and recommend based on what I thought would be best. They would nod and agree. They even say ‘No’ when I ask if they have any questions. Then they go on the retail floor and get the complete opposite of what I talked about!

They lacked understanding of my advice. That’s on me. I realised I was talking jargon with terms they would never get. So that’s when I changed my approach.

Trust-building language matters more than a polished explanation. Patients are more likely to connect and have confidence in you and what you say if they trust you. Trust is not built by fancy terminology but by phrases that create impact and authenticity. You have to be real with them and use language that make them feel at ease and cared for.

Below are 3 phrases that I found make a difference to the patient’s understanding and trust.

‘There’s no rush, let’s walk through this together’

Eye exams can be overwhelming, especially for a patient who came for a routine check and is leaving with dry AMD. They find it difficult to comprehend what’s happening and have so many questions. This phrase helps calm down nerves and anxiousness, and makes the patient aware that you’re with them throughout this journey. It becomes a two-way collaborative conversation, rather than a one-way diagnostic result.

‘You’re not along - I see this often, and here’s what helps’

Whether its a 3yo with amblyopia, 50yo presbyope or 70yo cataract, patients can feel lonely and worried about certain outcomes from our exam. It’s important for them to know that they’re not the only ones and there is a way forward to help manage their condition. This phrase normalises the finding, and also positions you as calm, experienced and supportive.

‘Here’s what I recommend, and I’ll explain why’

When it comes to recommendations, it’s vital the patient understands why it’s of benefit to them. This part of the exam is either where the patient will feel like they’re a transactional item, or they will feel the human approach where you genuinely care for their sight and are providing the best product that will suit their lifestyle and needs. This phrase also signals leadership and transparency. You’re the expert in the driving seat and the patient will now accept that because they trust confident recommendations with clear reasoning.

Try just one of these phrases this week and see if you notice a shift!

This is the kind of real-world consultation skills that we go deep on with Optometrists in my upcoming course. If you’d like to get better at being a high value Optometrist by connecting and being confident with patients - hit reply and I’ll send you the details.

Speak soon

Hasnain Mamdani
Optometrist
The Optics Room