Doctor and patient on a balanced scale, representing healthcare decision-making.

Doctor vs. Patient: How to Navigate Conflicting Expectations in Healthcare

Jordan Keane in Health & Wellness August 2025 • 3 min read.

"Balancing professional judgment and patient demands is the key to modern medical care. Here’s how doctors can navigate this tension effectively."

The medical profession is facing increasing scrutiny regarding patient care and satisfaction. Doctors are often criticized for not treating patients as customers and for sticking to what some perceive as outdated, paternalistic approaches. This raises a critical question: How should doctors balance their professional expertise with patient expectations?

A recent BMJ article sheds light on this challenge, particularly concerning prescribing practices and growing antibiotic resistance. The article highlights the tension between a doctor’s clinical judgment and a patient’s desire for specific treatments, such as antibiotics for sore throats.

This issue extends beyond just prescriptions. Patients increasingly come to doctors with preconceived ideas about their health and treatment options, often influenced by online research or advice from friends and family. This shift requires doctors to skillfully navigate these expectations while upholding their professional responsibilities.

The Dilemma of Professional Judgment vs. Customer Service

Doctor and patient on a balanced scale, representing healthcare decision-making.

The core of the problem lies in differing perspectives on healthcare interactions. Some view healthcare as a customer-supplier relationship, where patients are consumers entitled to specific services. Others see it as a partnership where doctors and patients work together to achieve the best health outcomes. These perspectives often clash, leading to misunderstandings and dissatisfaction.

Consider the example of antibiotic prescriptions. Research suggests that doctors are accurate about 80% of the time when deciding if a patient needs antibiotics for a sore throat. However, this means that 1 in 5 patients who could benefit from antibiotics might be denied them. While most minor throat infections resolve on their own, the risk of complications remains, creating a dilemma for doctors.

Clinical Accuracy: Doctors are generally accurate in their assessments, but errors can occur.
Patient Expectations: Many patients expect and sometimes demand specific treatments.
Risk Management: Doctors must weigh the risks of treatment versus no treatment.
Communication: Effective communication is crucial for managing patient expectations.

This tension is further complicated by the rise of consumer sovereignty in healthcare. With more access to information and healthcare options, patients are more likely to shop around for a doctor who will meet their demands. This can lead to a situation where doctors feel pressured to prescribe treatments or order tests that they don’t believe are necessary, simply to satisfy the patient.

Finding a Balanced Approach

Ultimately, the key to navigating the tension between professional judgment and patient expectations lies in open communication and shared decision-making. Doctors need to be transparent about their clinical reasoning, explain the risks and benefits of different treatment options, and actively listen to patient concerns. By fostering a collaborative environment, doctors can build trust and ensure that patients feel heard and respected, even when their expectations can't be fully met.

About this Article -

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Everything You Need To Know

What is the main struggle that doctors face when it comes to balancing what they think is right and what patients want?

The central challenge is balancing 'professional judgment' with 'patient expectations.' Doctors face pressure to meet patient demands, sometimes driven by online research or advice from others, while maintaining their clinical responsibilities. This tension often involves prescribing practices, such as antibiotics, and differing views on healthcare interactions, where some see it as a customer-supplier relationship versus a collaborative partnership.

What steps can doctors take to handle situations where what they believe is the best course of action differs from what patients expect?

Doctors can navigate conflicting expectations through 'open communication' and 'shared decision-making.' Transparency about clinical reasoning, explaining risks and benefits of treatment options, and actively listening to patient concerns are crucial. Building trust and fostering a collaborative environment ensures patients feel heard and respected, even when their expectations cannot be fully met.

How does the idea of 'consumer sovereignty' in healthcare affect the relationship between doctors and patients?

Consumer sovereignty in healthcare implies patients have increased access to information and healthcare options, making them more likely to seek doctors who meet their demands. This can pressure doctors to prescribe unnecessary treatments or tests to satisfy patients, potentially compromising their 'professional judgment.' The rise of easily accessible medical information is influencing this shift.

How does the desire of patients to get antibiotics play into the conflict between a doctor's judgment and a patient's expectations?

The article discusses the dilemma surrounding antibiotic prescriptions, where patient expectations for immediate treatment clash with concerns about antibiotic resistance and appropriate use. Research indicates doctors are generally accurate in assessing the need for antibiotics, but the desire to satisfy patient demands can lead to unnecessary prescriptions, which impacts both individual health and broader public health concerns.

In what ways does the conflict between 'professional judgment' and 'patient expectations' change the world of healthcare?

The tension between 'professional judgment' and 'patient expectations' impacts various aspects of healthcare, including treatment decisions, patient satisfaction, and the doctor-patient relationship. Misunderstandings can arise when patients view healthcare as a customer service, while doctors prioritize clinical accuracy and risk management. Successfully navigating this balance requires a shift towards collaborative partnerships built on mutual respect and understanding, and is affected by the rise of consumerism.