Dr. Nataša Ban Toskić / Croatia

Dr. Nataša Ban Toskić

Family Medicine Specialist & President @ KoHOM / Zagreb

Dr. Nataša Ban Toskić is a family medicine specialist and the president of the Croatian Family Physicians Coordination (KoHOM), Croatia’s largest cooperative of general practitioners. She studied at the Faculty of Medicine at the University of Zagreb and works at the “Center” Health Center in Zagreb.

 

“I keep no secrets when communicating with patients,” Dr. Toskić says. “I am present, persistent, and open. I strive to give each patient time and attention, actively listening and learning, even from myself.”

  • What does the medical profession mean to you, and why did you choose family medicine?

    For me, medicine is a life vocation. It involves personalized care, early detection, prevention, and continuous patient support. As a student, I never imagined family medicine as my path—it seemed monotonous. But during my internship, I discovered the beauty of building trust and lasting connections with patients. Each consultation deepens that bond, turning professional relationships into something akin to reunions with old friends. The variety of cases keeps the work dynamic and rewarding.

  • You follow patients and their families throughout their lives. What’s your approach to maintaining trustful, long-term relationships?

    I build trust by being consistent and present. I’ve been in the same office for 25 years, serving the same families and neighbors. Each interaction offers a chance to learn. I make notes, observe, and ask about family dynamics. Patients often share family concerns unprompted, which provides invaluable insights. I view relationships like tree roots—they grow deeper and stronger over time.

     

    Every family is unique, and adapting to their specific needs requires openness, tolerance, and self-awareness. Active listening, patience, and accepting feedback, even criticism, are crucial.

  • How important is family support in patient treatment, and how do you engage with family members?

    Family support plays a critical role in patient outcomes. Misunderstandings, unrealistic expectations, or lack of interest from family members can worsen a patient’s condition. Since I often treat multiple members of a family, I use every encounter to discuss their concerns and offer advice—be it about caregiving, lifestyle adjustments, or preventive measures.

     

    Home visits are especially insightful, as they reveal family dynamics, habits, and social circumstances. Respect, warmth, and reassurance of privacy are essential during these interactions. Over time, observing families grow provides valuable knowledge that improves patient care.

  • How do you emphasize prevention in your practice?

    Prevention is the cornerstone of family medicine. I use every patient visit, regardless of the reason, to recommend screenings and preventive measures tailored to their age, gender, family history, and lifestyle. Clear and accessible explanations help patients understand the importance of these steps.

  • How do you handle delivering difficult news to patients?

    Empathy and clarity are key. Knowing a patient’s personality, family dynamics, cultural background, and support system helps tailor the approach. Communication should be respectful and straightforward, combining warmth, active listening, and clear answers. Physical gestures like a reassuring hand on the shoulder can make a big difference. I emphasize my availability for questions and guide patients through the healthcare system.

  • Physician burnout has increased during the pandemic. Do you think institutional support can help?

    Physician burnout and mental health challenges are serious issues. In Croatia, there are currently no formal programs for this, though I hope such initiatives will emerge. Family doctors support each other through organizations like KoHOM, where we share advice and encouragement.

    However, the healthcare system in Croatia faces a severe crisis. Family medicine is undervalued and underfunded, with decreasing interest in the field. Without systemic changes, no program will fully address the root causes of physician burnout and stress.

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