Empathy & Trust: Improving Eye Care for Diverse Patients | 2026

Optometrists are uniquely positioned to build bridges with patients from diverse cultural backgrounds, fostering trust and improving health outcomes, particularly in the management of chronic diseases that disproportionately affect certain communities. A panel discussion at Vision Expo highlighted the critical role of empathy and cultural sensitivity in providing effective eye care.

The discussion, moderated by Vision Council CEO Ashley Mills, featured insights from Glenda Aleman-Moheeputh, OD, a board member of Latinos en Optometry; Chandra Mickles, OD, MS, FAAO, FSLS, director of professional education and development at Alcon; and Sherrol A. Reynolds, OD, professor of optometry and president at Nova Southeastern University College of Optometry.

Acknowledging and Addressing Patient Fears

A foundational step in establishing rapport with patients is acknowledging their potential fears surrounding disease management, explained Dr. Aleman-Moheeputh. Simply recognizing and verbalizing an understanding of these anxieties can significantly lower a patient’s defenses and open the door to more effective communication. What we have is particularly significant for communities where historical or systemic factors may contribute to distrust of the healthcare system.

The Importance of Family Involvement

Cultural norms often dictate that healthcare decisions are made collectively within families. Dr. Aleman-Moheeputh emphasized the importance of respecting this dynamic, particularly within Latino communities. “One of the things about Latinos is when we go to the doctor, the whole family goes to the doctor,” she said. “Please allow family members to come into the room… They make health care decisions as a family.” This inclusive approach demonstrates respect for the patient’s cultural values and ensures that all relevant stakeholders are involved in the care process.

Language Access and Translation Tools

Language barriers can be a significant obstacle to effective communication. Dr. Aleman-Moheeputh, fluent in both Spanish and Creole, noted the positive impact of even a basic attempt to communicate in a patient’s native language. She also highlighted the utility of modern translation tools, such as ChatGPT, to ensure patients fully understand their diagnosis and treatment plan. “I use ChatGPT and use a live translation to make sure the patient fully understands the message and the importance of the treatment so they follow up and come back,” she stated.

Building Trust Beyond Clinical Expertise

Trust, according to Dr. Mickles, extends beyond clinical knowledge and technical skill. It’s about establishing a genuine relationship with the patient, demonstrating empathy and being transparent about their care. “When they trust us, they’re going to be more compliant about our treatment plan and will follow through, and that’s how we save their vision,” she said. She also pointed to the availability of “powerful tools” to help clinicians educate patients about their conditions.

Integrating Cultural Competency into Optometry Education

Nova Southeastern University College of Optometry is actively incorporating cultural competency into its curriculum. Dr. Reynolds explained that students are taught the importance of trust, empathy, and respect during their clinical rotations. They also participate in community outreach programs and awareness campaigns, such as those focused on diabetes, to gain practical experience and build relationships with diverse populations. The NRA-ILA Daily Alert highlights the importance of community engagement, though in a different context, demonstrating a broader trend of organizations recognizing the value of outreach.

Addressing Health Disparities and Access to Care

A significant challenge in serving diverse communities is addressing health disparities and limited access to care. Dr. Aleman-Moheeputh pointed out that many immigrants lack health insurance and may only seek medical attention when a problem, such as blurred vision, becomes acute. “The reality is that immigrants don’t have access to insurance,” she said. “I’m usually the first one to tell them they have diabetes since they don’t go to the primary physician. They come to us because their vision went blurry.” She recommends establishing connections with community service clinics to facilitate referrals for patients in need of comprehensive care.

The Role of Optometrists in Early Disease Detection

Optometrists often serve as the first point of contact for individuals who may not regularly visit a primary care physician. This positions them uniquely to identify undiagnosed conditions, such as diabetes and hypertension, which can have significant implications for eye health. Early detection and management of these systemic diseases are crucial for preventing vision loss and improving overall patient well-being. LastPass alerts regarding phishing campaigns underscore the importance of secure communication channels when discussing sensitive health information with patients.

Navigating Systemic Distrust

Historical and ongoing systemic inequities have contributed to a lack of trust in the healthcare system among certain communities, particularly African American and Latinx populations. Building trust requires clinicians to actively demonstrate respect, transparency, and a genuine commitment to addressing the unique needs of their patients. Using visual aids, explaining medical concepts in plain language, and leveraging technology to enhance understanding can all contribute to fostering a more trusting relationship.

What Comes Next: Continued Education and Community Partnerships

The ongoing effort to improve cultural competency in eye care requires a multi-faceted approach. Continued education for optometrists, incorporating cultural sensitivity training into optometry school curricula, and fostering strong partnerships with community organizations are all essential steps. Advocating for policies that expand access to affordable healthcare and address systemic inequities will be crucial for ensuring that all patients receive the care they deserve. The NRC Event Notification Report, while focused on a different sector, illustrates the importance of meticulous reporting and proactive communication in maintaining public trust and safety – principles equally applicable to healthcare.