Managing Interruptions: A Physician's Guide to "Freezing the Conversation"

Practical Strategies for Navigating Interruptions in Healthcare

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This article offers physicians practical strategies for managing frequent interruptions in the hospital by "Freezing the Conversation," using a four-step approach —> Pause —> Capture —> Acknowledge —> Respond — to stay focused, reduce frustration, and respond more effectively to their teams.

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You’re entering orders, rounding, or thinking through a patient problem in the hospital when a team member interrupts. Then comes another interruption. And another. You lose your train of thought, and you feel your jaw clench. Does this sound familiar?

Physicians are expected to be efficient, accurate, and approachable. Yet, these three goals are nearly unattainable due to constant interruptions. Studies show that physicians are interrupted during critical tasks an average of twelve times an hour.

Understanding the Impact of Interruptions

Interruptions often strike when physicians are juggling documentation, entering orders, or making critical decisions. Even necessary interruptions make it nearly impossible to give full attention to any one task. They break the careful thought process physicians rely on, slow care, increase the chance of mistakes, and over time, can lead to tense interactions.

Why It’s Hard to Stay Focused

When I reflect on my own experiences and those of my coaching clients, it becomes clear that interruptions disrupt our flow. They can feel overwhelming, especially when we are trying to provide the best care possible. It’s essential to recognize that these interruptions are not just annoying; they can have real consequences on patient outcomes and team dynamics.

Managing Frustrations in the Moment

Interruptions can be reduced by strategies such as scheduling times to answer questions or having someone triage. But even with these systems, interruptions will continue. The question is: how do you handle them in the moment?

Based on what I’ve learned from my coaching clients, I suggest an approach called Freezing the Conversation. For many, it has made a real difference in how they work and how their teams function.

Three Examples of Freezing the Conversation

One physician, noticing his patience fraying, realized he needed to respond more constructively. He began carrying a pocket notebook. Now, each time he is interrupted, he practices Freezing the Conversation by pausing and jotting down the point where he left off and the question he’s being asked. This process helps him cool down, keep track of tasks, and respond more thoughtfully.

Another physician entered orders on the computer with her back to a growing line of staff. She would answer questions over her shoulder, often forgetting details. After learning about Freezing the Conversation, she shifted her workflow. Now she turns to face each person, pauses, and jots down the speaker’s name, bed numbers, and other key details before thanking them. This process helps her stay organized, manage questions, and respond effectively.

For physicians on call, the most frustrating interruptions often come at night. One physician created a system to freeze the conversation during calls. This doctor keeps a sticky note with a short script on the nightstand. The physician answers the call with: “Hi, this is Dr. X, I’ll be glad to help. Can you hold on just a moment?” That brief phrase allows time to wake up, gather thoughts, and respond in a calmer, clearer way. Physicians who use this approach report reduced frustration, better communication, and more productive nighttime calls.

The Four Steps of Freezing the Conversation

The principle behind Freezing the Conversation follows four steps: Pause → Capture → Acknowledge → Respond.

With practice, these steps become almost automatic. Small, deliberate pauses can turn interruptions into manageable, even productive moments while supporting patient safety and trust within the team.

Embracing the Process

Interruptions aren’t going away, but handling them well can make a big difference. Pause and jot down the speaker’s questions. Gather your thoughts and thank your team member. Freezing the Conversation is a simple but powerful way to handle interruptions, stay present, and maintain trust. So the next time someone interrupts you, remember to freeze.

Building Resilience Through Practice

As we navigate our demanding roles, it’s crucial to build resilience. Practicing these strategies can enhance our ability to respond calmly and effectively. This not only benefits us but also strengthens our teams and improves patient care.

Conclusion: Finding Clarity Amidst Chaos

In conclusion, managing interruptions is a skill that can be developed. By implementing the Freezing the Conversation technique, we can create a more focused and supportive environment. Remember, it’s okay to pause and take a moment for yourself. You deserve it.

Explore More

You can also see my other published articles on my Featured Work page, where I explore How Doctors can Turn Criticism into Collaboration, and A Mindset Shift for Physicians: Retrain Your Brain to See What's Going Well. Each article is accompanied by a podcast.

I welcome your thoughts and feedback. Feel free to email me at *mary@maryremon.com if you'd like to discuss these ideas further.*

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