Communication for Healthcare
Professionals
Be Positive. Patients come to appointments with an agenda -- even
if they are not consciously aware of it.
Part of your job is to solicit and listen to the patient’s agenda. You can do this most effectively by asking
open-ended questions to discover the patient’s wants, needs, opinions and
beliefs. Once you have accomplished this
you will want to confirm your understanding.
Invite patients to share
their unexpressed feelings and demonstrate empathy and compassion when they
do. Prioritize the patient’s issues and
counsel them appropriately.
Make It Clear. When
there is a problem, name it. Write down
the diagnosis for the patient. You can
minimize medical terminology for the patient by translating from medical to lay
terminology. Giving examples and
analogies will help patients understand.
Telling typical patient stories of drawing pictures or diagrams can also
be useful. Use 3-D models when
appropriate.
You can make sure patients
don’t forget or reconfigure the information you have given them by providing
them with literature or photocopied illustrations. If you know of a web site that might be
useful for them to look at, provide them with the URL.
Focus on what patients should
and should not do in their treatment.
Try providing a set of rules that are easy to follow. Have patients repeat back important
information before the end of the appointment to ensure they understand.
Communicate Effectively. As a provider
of medical services, you want to be sure to promote patient satisfaction. Once a diagnosis is confirmed you want to
enhance treatment success by allowing your patients to make informed decisions.
Instill their commitment to treatment and ensure appropriate use of healthcare
services.
Address Issues Always. Patients
will most often have questions once you tell them what is wrong. Is the diagnosis correct? What is the treatment and is it necessary?
What are the odds of a cure? What are potential complications? Should I get a
second opinion? What happens if I decide not to undergo treatment? How
long will my recovery take? Be
patient. Listen to and answer all
questions honestly and empathically.
Convey Bad News with
Sensitivity. Suggest patients bring a relative or friend with them
for their follow-up appointment. This
can provide additional needed support. Convey bad news in a
a private comfortable place
with no interruptions. State the bad news and let the ensuing silence
happen.
Be an empathic medical
provider and deal with anxiety, confusion and denial in an understanding way.
Remain honest, but offer realistic hope. Let patients know you have been
thorough and have appropriate test results with you.
Give patients reassurances of
continued availability and promises they won’t suffer. Provide names and
numbers of support groups. Be sure to involve patient in developing treatment
plans so they can proactively deal with their illness.
Deal with Complaints. Complaints
are part of every practice and need to be seriously addressed. Empower your
staff to handle minor problems, but be willing to become personally involved
when necessary. Never be defensive and show sincere commitment for resolution.
Listen and respond to patient
suggestions in a private area. Let patients tell their side of the story and
empathize with their concerns. Ask them
for their advice and thank them for it. Then do everything you can to resolve the
situation.
The responsibilities of a
medical provider are not confined to providing medical treatment. The best providers understand the significant
part communication plays in establishing successful ongoing relationships with
your patients.
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