Patient communication

Mahnoor Khattak
 .

• Communication has been defined as “the transmission of

information, thoughts, and feelings so that they are
satisfactorily received or understood.”
 .
Good patient communication involves recognizing and
responding to the patient as a whole person—an approach
frequently termed “patient-centered” care. This type of care is
also called 'person-centered care'
 Importance of good patient
communication

Patient-Doctor communication is important for

• Improved satisfaction
• Improved compliance
• Improved decision making
• Better health outcomes
 Communication skills

• Essential for diagnosing and treating illness

• Essential in establishing a meaningful patient-doctor relationship
• Facilitates educating and counseling patients

Information gathered must be:

• Objective
• Accurate
• Precise
 Components of communication

It has the following main components

• Sender (source, communicator)

• Receiver (Audience)
• Message (content)
• Channels (medium)
• Feedback (effect)
Model relationship between health
care and patient

• Trust
• Compassion (sympathy)
• Open and honest communication
• Respect
 .

Trust
• Patients on the first visit share their most personal information
to someone they have never met before
• They look to you for guidance when making critical health care
decisions.
• Within minutes of meeting, patients are often required to
disrobe for a physical examination and are placed in a vulnerable
situation
 Health care duties

• Respects the patient

• Ensures privacy and trust of confidential information
• Demonstrates genuine concern for patient’s health
• Explain your role and goal for the interaction

• Introduce yourself to
• Patient
• Family
• Caregiver
 .

• If appropriate shake hands

• Always address the patient as: Mr., Mrs., Ms, etc.

Not to follows this bad
communication
 Empathy

• To understand a person’s experience

• Different than sympathy
• Requires
• Active listening
• Interest in patient’s experience
 .

• Symphathy
• The feeling of sympathy is what makes you able to say the
most appropriate things to someone who is suffering.
Empathy
 Active listening skills

• Respect the patient as a whole person, not a diseased body

• Use confirmatory statements:
• “Yes”
• “Tell me more about that”

• Allow the person to tell their whole story without

unnecessary interruptions
 Body language

• Examination room configuration

• Sitting/Standing
• Eye level
• Eye contact
• Note taking

• Posture
• Hurried(hurry) speech
 .

• Patients notice more than you think

• 2/3 of communication is non-verbal

• Appropriate use of touch

 .

• Good communication contains both verbal and nonverbal

elements.
• Body language can often convey as much meaning to the
patient as a spoken word.
• Maintain a relaxed body position, whether standing or sitting.
Face the patient directly.
• Lean slightly forward when speaking.
• Keep an appropriate distance from the patient.
Body gesture during patient
communication
 .

• For most people, 2–4 feet will be comfortable for the patient
and also convey your engagement in the conversation.
• On the other hand, taking off your glasses while the patient
is speaking conveys a caring, empathic response to what
you are hearing.
• Remain still and focused on the patient who is telling you
something
That is clearly important to him or her.
 Practice Effective Listening Skills

• The patient who feels that the clinician has been an

attentive listener is comforted, reassured, and more likely
to leave the encounter with a positive impression.
• Active listening: Respond to the patient through brief
statements, body movements, or facial expressions that
confirm that you are listening to what the patient is
saying
 .

• Repeat a key part of the patient’s statement.

• Patient: The pain usually starts on the left side.
• Clinician: On the left side.
• Paraphrase or rephrase the statement.
• Patient: The headaches get even worse when I come home at night
and still have work to do.
• Clinician: So you’re already exhausted when you get home, and the
headaches get worse when you think about all you have yet to do
• Pose a question if you want clarification of the patient’s
statement.
• Clinician: Are you saying that the pain is worse when…..?”
• Avoid interrupting the patient.
• Avoid interrupting colleagues and coworkers as well.
• Briefly summarize what the patient has said as a way of
clarifying, empathizing, and transitioning to a discussion of
next steps, e.g., diagnostics, treatment.
• Use terminology that the patient will understand rather
than technical; try to use language that is comfortable for
both you and the patient.
• Explain what you are doing throughout examinationor
procedure.
• Remember that the patient hears what you say to others
who are present.
• Be sure to include in your comments any family member
or friend who has accompanied the patient.
• Ask if there is anything you have said that the patient
would like you to review again.
 .

•Communication skills
can be developed with
practice, patience and a
willingness to learn