Patient Expectations

Managing patient expectations is one of the hardest(but most essential) part of working in general practice. When done well, it builds trust, improves satisfaction, and reduces frustration on both sides — especially when resources or time are limited. Patient anger often stems from fear, pain, or feeling unheard — not a personal attack.

Communicate Clearly

• Set the practice boundaries upfront. 

• Ensure the whole team support and use the set process.

  
  

Manage Time Expectations

• Let patients know how much can realistically be covered in a single consult. Offer a follow-up appointment this reinforces that you care, without overextending the current visit.

  
  

3. Educate Patients

• Help patients understand the rationale behind decisions.

• Use visuals or handouts where helpful.

• Use the “teach-back” method — ask patients to repeat instructions in their own words to check understanding.

  
  

4. Align on Goals

• Ask open-ended questions like: “What are you hoping to get out of today’s visit?”

• If expectations are unrealistic, gently reframe them.

5. Communicate the Boundaries (Supportively)

• Use signage.

• Ensure everyone is treated equally.

  
  

6. Stay Calm Under Pressure

• Some patients may push or become frustrated. Staying grounded, listening actively, and validating emotions can de-escalate tension.

Patient anger often stems from fear, pain, or feeling unheard — not a personal attack.

7. Use Technology Wisely

• Use patient portals or SMS systems to communicate delays, test results, or appointment reminders — reducing uncertainty and confusion.

• Provide links to trusted resources so patients aren’t Googling symptoms with no context.

  
  
  
  

  

  Patient Expectations