Saying please, thank you and sorry!!!!

Please- for asking something from the patient

Thank you- if he/she answers question

Say sorry to angry/agitated patient

o Ex. I’m sorry for the inconvenience this has caused

o I’m sorry that your pain Is high
o I’m sorry that you had to wait for so long

Providing reassurance and immediacy

I’ll contact the doctor right away and let him know that you are in pain

Using positive remarks

I will definitely make sure that it gets sorted…/the concern is shared with the doctor/Ward Manager.

Small changes in your lifestyle will certainly help in making a big difference to your health in the long
run.

I absolutely agree… (To empathize with patients)….

Communicating with patients about a sensitive or embarrassing topics

1. Use probes to investigate a concern further

Ex. I hope you don’t mind me asking, but ...
2. Reassure patient consultation is confidential