June brought rainbow flags and pride month celebrations, but Sathi Maiti, OD, FAAO, says the real work begins when the celebrations end.
“Patients often walk into our exam rooms carrying anxiety from past experiences,” she says. For many patients who are not cisgender or heterosexual, eye care visits can be loaded with fear and memories of discrimination. “As eye doctors, we took an oath to take care of people as best we can. I don’t think any identity a patient has should impact that in any way.”
Unfortunately, many people in the LGBTQIA+ community have had negative experiences with health care providers. Dr. Maiti has heard these stories firsthand and wants to make sure the experience at Eye Eye in Seattle feels different. “I want patients to know I see them as a fellow human being above all else,” she says. “I’m here to listen and help solve their vision problems to the best of my ability.”
A SAFE SPACE
For Dr. Maiti, practice inclusivity means that patients can show up as their authentic selves—whether that’s wearing what they want, sharing a new name or pronoun since their last visit or being honest about health issues they feel nervous to bring up. “My patients know that no one at this practice will look down on them, say anything negative or treat them differently,” Dr. Maiti says.
At the office, the work to provide a safe space starts before the patient even arrives. Digital intake forms ask for gender, preferred name and pronouns. If the patient’s gender assigned at birth is needed for insurance purposes, the staff explains why it’s required and reassures patients that it won’t impact how they’re addressed.
The practice also uses RevolutionEHR to make sure patient records reflect what’s shared on the form. Pronouns are noted right next to the patient’s name, and preferred names and pronunciation notes are included as well. This system helps the entire team get it right from the start. “All staff use the pronouns patients mark on their form in any written or oral communication,” Dr. Maiti says.
This inclusive mindset is part of the culture, not something that needs to be spelled out in formal training sessions or handbooks. The flagship location is in a historically LGBTQIA+ area. “Inclusivity is expected here,” she says. “Seattle in general is a very progressive and inclusive city.”
The diversity of the staff—across gender, sexuality, race, religion, age and ability—reinforces the practice’s values. Dr. Maiti credits the owner, Will Pentecost, OD, for intentionally building a diverse team. “Anyone that comes to the practice—whether it be a patient or someone looking for a job—can see we value diversity and inclusion without us having to advertise it,” she says.
Inclusivity also shows up in the little things around the office. The bathrooms are single-stall and gender-neutral. Pride displays go up in June, and staff members often wear Pride pins, hats or other supportive symbols year-round. The team uses inclusive language every day; this includes not assuming pronouns, using preferred names and pronouns provided by the patient and being ready to accommodate whatever patients need, whether that’s a translator, wheelchair access or patience during a difficult visit.
And Dr. Maiti says that patients take notice. “We get a lot of positive feedback,” Dr. Maiti says. “Patients thank us for welcoming them and often refer their friends, knowing they’ll be well taken care of here.”
EMBRACING DIFFERENCES
The office does get the occasional patient question of why pronouns are requested on intake forms. Dr. Maiti keeps the response simple: “We ask so we know how to address everyone appropriately.” She doesn’t spend time debating or explaining further. “It’s not worth engaging people who don’t agree. Be open and positive rather than defensive.”
While this hasn’t been much of an issue in Seattle, Dr. Maiti is clear about one thing: the practice does not tolerate bigotry. If a patient were rude or aggressive toward a staff member or another patient because of their gender or sexuality, they would be asked to leave.
Dr. Maiti encourages other eye care providers who want to build more inclusive practices to start now, and not let fear of pushback stop them. “Do it,” she says. “We need to be the example of what we want our communities to be.”
Small steps can make a big difference, she says. Start with intake forms, add pronouns and preferred names and train staff how to use them correctly. If someone makes a mistake, correct it gently and move on. “As long as the patient knows it wasn’t done on purpose, they’re usually very understanding,” she says.
Simple visual cues, such as pride displays or posters, signal to patients that your office is a safe place. Making inclusivity the expected culture helps it become second nature. “It doesn’t have to be difficult or a huge learning curve—it’s just treating everyone with respect and compassion,” Dr. Maiti says.
She also says there are great resources available for practices that want to keep learning, including webinars and podcasts. One of the opticians, Briar, was recently featured on the Queer CME podcast, discussing gender-affirming eyewear and how eye care providers can better support their patients.
“When you set the tone for inclusion, it becomes the norm,” Dr. Maiti says.
