The way physicians respond to a misinformed patient directly affects clinical outcomes and retention. Communication experts say if you come across as dismissive or paternalistic, the patient is likely to withdraw. You may never see them again.

“Too frequently, clinicians think all they need to say is, ‘I know better,’ and that’s not what patients need to hear,” said Christy J.W. Ledford, PhD, communication scientist at the Medical College of Georgia at Augusta University. “For a lot of our patients, this is not just about who is the expert — it’s about who’s the expert who cares about me.”

The stakes are rising. In a recent survey from The Physicians Foundation, 86% of physicians said they encounter misinformation from patients more often today than they did 5 years ago. More than half (57%) said it affects their ability to provide quality care.

Successful communication requires a foundation of trust, said Anne Cappola, MD, executive director of the Penn Medical Communication Research Institute, Philadelphia. “You have to make sure you’ve got the trust component really clear before you start giving information that contradicts what they’ve heard.”

Medscape interviewed physicians across the country — including Susan Bankston, MD (pediatrics); Steph Lee, MD (pediatrics); Omar Maniya, MD (urgent care and primary care); Brieanna Seefeldt, DO (family medicine); Lori Solomon, MD (family medicine); and Daniel Taramasco, MD (hospitalist) — about questions they’re hearing from patients lately and then spoke to communication experts about how to respond.

The experts revealed five key techniques that can help you build and maintain trust with patients — and counteract harmful misinformation.

1. Listen, Then Probe

Research shows that clinicians often interrupt patients in as little as 11 seconds. Resist that urge. “All the literature out there on debunking, immediately refuting, says it just doesn’t work,” Cappola said.

The patient’s initial statement often reveals clues to why they’re really there, Cappola said. Only after you’ve determined that “why” can you begin to counter the misinformation. Ask nonconfrontational questions. Why is this subject important now? Maybe they were googling their symptoms, or a family member had a bad experience.

“Acknowledge and validate the patient’s feelings — perhaps they are anxious, fearful, or concerned,” said Vineet Arora, MD, MAPP, dean for medical education at The University of Chicago’s Pritzker School of Medicine, Chicago. “These are all real emotions related to health.”

One exception: If a patient says they’re doing something you know to be harmful, explain the danger right away.

Case Study: The AI-Driven Diagnostic Request

The situation: A patient requests lab work and a diagnosis based on output from AI.

The script: “I understand how scary these AI responses can feel — they’re designed to sound authoritative. But they often can’t differentiate between overlapping conditions. Can you tell me more about the symptoms that led you to consult AI? … I’d like to share why an exam and your clinical history might point us in a different direction.”

Why it works: This validates the patient’s anxiety while reinforcing the physician’s role as interpreter of the data, moving the conversation from “AI said this” to clinical reasoning. 

2. Communicate Nonverbally

“One of the biggest harms, I truly believe, in American medicine is the introduction of the computer into the clinical encounter,” Ledford said. A screen between you and the patient signals disinterest in establishing a connection.

Show you’re listening by leaning in, making eye contact, and nodding your head. Keep in mind you can send negative signals, too, said Brian Southwell, PhD, distinguished fellow and lead scientist for public understanding of science at RTI International, in Durham, North Carolina. Crossing your arms, rolling your eyes, and scrunching up your face are particularly dismissive — and you may not realize you make these gestures.

“Think about where your chair is placed, where your eyes are placed, and to what extent you’re trying to appear interested,” Southwell said. “All that can really go a long way.”

Case Study: The ‘Low T’ Optimization Plea

The situation: A 40-year-old man complains of low testosterone and asks you to prescribe a supplement.

The script: “There’s a lot of talk on social media and other places about testosterone supplements. What’s been going on that makes you suspect low testosterone?… Let’s go through your symptoms and see if we can get to the bottom of what’s going on.”

Why it works: You’re not saying no — you’re broadening the diagnostic lens. And you’re reinforcing your value as a diagnostician who looks at the whole patient, not just a single lab value.

3. Acknowledge Uncertainty

Maybe the patient is telling you something you’ve never heard of before, or the science isn’t clear-cut. Be open about that, and you’ll build trust.

In a new study co-authored by Southwell, researchers shared four versions of a public health message with groups of participants and measured the response. Participants who heard the most transparent version — which included the discussion of a reason for uncertainty and how uncertainty figures into the scientific process — trusted the message significantly more than the others.

“We’re sometimes reticent to acknowledge what we don’t know,” Southwell said. “But actually acknowledging uncertainty turns out to be important in terms of relationship-building and trust.” (It’s also effective in risk discussions.)

Case Study: The ‘TikTok’ Supplement Inquiry

The situation: A patient asks about a natural extract they saw on TikTok and wants to take it for their symptoms.

The script: “I’m not familiar with this extract. If you can share where you heard about it, I can look into whether there’s any data about it. In the meantime, let’s look at the tried-and-true options for the concerns you’re describing.”

Why it works: It maintains professional humility and allows the patient to express their concerns while steering them toward evidence-based practices.

4. Wield Your Expertise Gently

If you’ve ever heard the phrase “nobody likes a know-it-all,” you understand what this means. Yes, physicians spend years studying and accruing expertise. But dismissing a question as unworthy of discussion won’t do anything to combat misinformation.

“It’s tempting to become defensive or assertive,” Ledford said. “Better to say, ‘We’re partnering in this, and we’re going to have this conversation, and I want to hear what you’ve heard.' Because if a physician says, ‘I don’t want to hear that,’ they’re shutting down the conversation that this patient absolutely needs to have.”

Case Study: The Acetaminophen Concern

The situation: A pregnant patient with a viral syndrome and low-grade fever hesitates to take Tylenol, citing recent claims by US health officials linking it to autism.

The script: “It’s completely understandable that you’re being cautious. However, an untreated fever poses a much bigger risk to your baby than taking Tylenol. I would recommend using the lowest effective dose for the shortest time possible to protect you both.”

Why it works: When you don’t engage with the source of the confusion and instead focus on the issue at hand, you avoid accidentally reinforcing misinformation or triggering an argument.

5. Continue the Conversation

Especially with more deeply ingrained misinformation like vaccine skepticism, you’re unlikely to win over your patient in a single visit. But if you treat the encounter as the start of a conversation, you stand a much better chance.

“It’s important to remember this is not about winning,” Arora said. “It’s about providing credible information that they can use to make an informed decision, and sometimes that takes a series of conversations.”

Ledford recommends you make an information prescription — give your patient specific, evidence-based sources to consult.

“We’re increasingly seeing patients really seeking information, and I think clinicians sometimes think they need to be a gatekeeper,” she said. “But in 2026, clinicians need to be helping their patients find the right information for them.”

To cement what they’ll learn, offer to continue the conversation at their next visit — or sooner, via the patient portal or even a phone call. Directing patients to trustworthy sources can protect against future misinformation.

This article is part of an ongoing, year-long Medscape series examining the decline of public trust in medicine. More content is available here.