Earlier quoted context omitted.
It's fine to feel exasperated. It's not fine to treat people in such a condescending manner. People are rational, and want to understand, but unless you make the information properly accessible in the UX sense, your exasperation is due to your own fault. The doctor did not try to educate the mother. He tried to lecture her. He offered her a bad user experience, which she naturally rejected. People are not machines. Y…
“As I said, there is always a small risk, but if you look, you will see that this is less than the probability of...” Sacha held up her hand. “Please, Doctor. Don't try and confuse the issue.” --- Education attempt, and rejection of such education, in three sentences. After previous education attempt (plus a pamphlet) and rejection of such education. What more should the doctor have done?
Normally when something doesn't work, you look for reasons why it doesn't work. You then take some educated guesses at what might be blocking success, and try altering your approach. After some trial and error, you eventually discover how to make it work.
This doctor-patient situation is the same kind of thing, except that the doctor is simply dismissing the patient because his attempts at education on his own terms have failed. He makes no attempt at figuring out WHY the patient is rejecting the education, nor does he try altering his approach. Instead, he ram-rods what in his own opinion makes the best education down the patient's throat, and then has the gall to blame the failure on her.
It's just like in the bad old days of web apps with no UX.