Challenges in ophthalmic consultations and strategic communication

To explore communication challenges in ophthalmic consultations from both patient and clinician perspectives, and to introduce 'Strategic Communication' as a structured, evidence-based approach aimed at enhancing patient-provider interactions and improving clinical outcomes.

Multicentre mixed-method study involving online focus discussion groups and surveys. Eight ophthalmologists and eight patients recruited through the Italian national ophthalmic patient association participated in focus groups moderated by a health communication expert. These discussions explored communication challenges and potential solutions, based on participants' experience. Transcripts were thematically analysed by two independent researchers to identify key challenges and actionable insights. In parallel, quantitative data were collected via two structured questionnaires completed by 139 European ophthalmologists and 184 patients.

Key themes included patients' limited understanding of their conditions, often influenced by misleading online information, and their strong preference for clear, empathetic communication. Clinicians reported that time constraints in public healthcare limited opportunities for meaningful dialogue, while the involvement of family members further complicated interactions. The 'Strategic Communication' framework, particularly the O.D.I. Method (Observe, Demand, Intervene), emerged as a structured framework for tailoring communication strategies to individual needs.

'Strategic Communication' offers a systematic, conceptual, theory-informed approach to address communication challenges in ophthalmology, with potential relevance for patient-centred care helping structured clinician-patient communication in ophthalmology. The present findings support its practical applicability. Future studies are needed to evaluate its impact on clinical and patient-reported outcomes.