You are 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.
Why it is hard
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.
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 have 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
Example one: losing train of thought
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 is being asked. This process helps him cool down, keep track of tasks, and respond more thoughtfully.
Example two: workflow disruption/forgetting details
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.
Example three: night calls/caught off guard
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 will 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.
Takeaways
The principle behind Freezing the Conversation follows four steps: pause, Capture, Acknowledge, and 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. Interruptions are not 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.
Mary Remón is a counselor and certified coach.
