Every plastic surgeon understands the importance of listening to patients, either before as well as after any operation. Plastic surgeons understand this better than any other medical specialty, short of psychiatry. (and we have to be part-time psychologists often!) But, quite frankly, listening takes time and extensive time is often not possible at each and every appointment. And just because you listened for a long time to a patient doesn’t always mean you are truly understanding their motivations for surgery or are developing meaningful rapport.
As I have gotten extensive experience in plastic surgery practice, I have moved listening from the passive mode to the active one. Passive listening means you ask a question and let the patient speak until they run out of things to say. This often turns to rambling and provides unnecessary and meaningless information. Active listening is where you guide the patient by pointed questions….like prodding a horse to the barn door. Interjecting and asking just enough questions to keep the patient on track…to a meaningful conclusion in a timely manner. Medical issues are best served by active listening, personal patient topics are best done by passive listening. (particularly when you are doing a procedure when the patient is awake, in the office or in the operating room)
Dr Barry Eppley
Indianapolis, Indiana