Why Patients Don’t Hear What We Say

Why Patients Don’t Hear What We Say:

3 Hidden Barriers to Effective Communication

In today’s digital world, we have access to almost unlimited information — and that includes healthcare. But this abundance doesn’t make patients smarter. In fact, it creates three fundamental problems that deeply affect how patients process, understand, and act on the information we give them.

As someone who has worked in ophthalmology for over 25 years — and in patient communication since 2014 — I see these barriers every day in clinics across Europe. Let’s look at what they are, and how they silently sabotage patient understanding and trust.

1. Information Quality Doubts

Patients are bombarded with data: YouTube videos, ads, online forums, influencers, AI chatbots, clinic websites…

But how do they know what’s credible? They often can’t — and this leads to confusion, skepticism, or overconfidence in the wrong sources.

Even when they meet a doctor, their mind is already filtered by what they’ve seen online — and your words may be silently compared to a random TikTok or Reddit comment.

2. Relevance Overload

In the ocean of “educational content,” patients struggle to find what really matters to their personal case.

They don’t want a lecture about IOL types.

They want to know:

“Will I be able to read in the evening without glasses?”

“Can I drive at night safely again?”

“Will this affect my lifestyle?”

Personal relevance is the currency of attention. And most clinic communication fails to deliver it.

3. Attention Deficit by Design

Modern life overwhelms us all. Our brain wasn’t designed to process hundreds of decisions, images, and messages per day.

Even the smartest, most well-meaning patient can only absorb a small amount of what you say. If your website or your words are too complex — they simply won’t land.

And that leads to disappointment, confusion, or indecision.

So What Can We Do?

We must rethink the way clinics talk to patients — not just in the consultation room, but across every channel:

💬 websites

📩 emails

📃 informed consent forms

📱 social media

👂 in-person conversations

We must speak simply, with empathy and relevance — without losing accuracy.

This is what I help clinics build through my Smart Sight Framework — a practical system to deliver clarity, confidence, and conversions.

And That’s the Most Complicated Thing — To Talk in an Easy Manner

As experts, we live inside our own knowledge. We see the full picture, the terminology makes perfect sense, and the logic feels obvious — to us.

But to a patient, many of these things are unknown contexts.

And when just one element in your explanation is unclear — the whole understanding collapses.

That’s why oversimplifying doesn’t work. But clarity — designed for someone outside your frame — does.

Over the past years, I’ve learned to identify the exact blind spots in patient understanding, and also the blind spots in your communication.

Often, what sounds clear to a doctor is perceived as vague, rushed, or even untrustworthy by the patient.

I help clinics find and fix these gaps — whether it’s in website copy, informed consent, or consultation style — so that the patient begins to hear you. And trust you.

When patients feel truly understood, they start to trust the clinic and the surgeon on a different level.

That’s when they stop hesitating — and start choosing the right solution with confidence.

Ready to Fix the Gaps in Your Communication?

Let’s schedule a free 30-minute discovery call and look at your current setup —

no obligations, just honest insights.

👉 Book your call or message me directly.

Oleksii Sologub

MSc, LLB, MBA

Premium IOL Clinical Integration

Patient Communication & Conversion Strategy

Board-Level Advisor in Ophthalmology