When a patient inquires about your well-being and you're grappling with challenges like being understaffed or dealing with an overwhelming number of messages, it's important to communicate your situation sincerely yet professionally. You could say, "Our team is fully committed to addressing the needs of every patient, even though we're facing some challenges today. I'm truly thankful for this opportunity to focus on you during our time together. How can I assist you today?" This brief exchange, lasting only about 15-20 seconds, offers a glimpse into our current difficulties without shifting the focus away from the patient's needs. It's crucial to maintain the conversation centered on the patient, despite the pressures we may be experiencing.
Sarah Smithson is a physician executive.
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