Communication in healthcare

Treating patients with respect, patience and understanding is fundamental to a successful healthcare experience for all parties involved. At the core of this experience is clear and effective communication.

Sounds simple enough, right? In truth, it is all too easy for providers, even those with the best of intentions, to lose sight of this core principle of medicine. If you have found this to be true in your practice or organization, you are not alone.

As data, metrics, outcomes, and technological advances seem to take center stage in the healthcare industry, the need for patient-centered methodologies is growing. According to Harvard Public Health Review, effective communication is paramount to a quality health experience and some key components should be part of every patient-centered communication plan in a healthcare setting. These include “healthcare literacy, cultural competency and language barriers.” If any of these are compromised, “healthcare costs and negative patient outcomes would increase.”

In more basic terms — if patients don’t feel comfortable, they will be less likely to seek help, ask questions or be open about their health concerns.

The reality is that charts cannot replace cultural competency and technology is no substitute for human-to-human interaction. In terms of communication, only patients can provide the information providers need to ensure quality care. So, in the tradition of employing an old-fashioned warm and welcoming bedside manner, remember the following:

1. Patients want to feel respected, understood and heard. Give them a warm greeting and encourage them to participate in the conversation. Take steps to make sure any language barriers are addressed early.

2. Patients pick up on both verbal and nonverbal interactions. Allowing a patient to fully explain him or herself without interruption communicates that his or her needs are important and valid. A smile, nod, and open posture tell patients that their healthcare professional is an active team member in addressing the cause of their visit. Furthermore, healthcare professionals should be aware of the patient’s body language, watching for cues indicating discomfort, uncertainty, agitation, feeling unheard or not understanding the information being conveyed.

3. Eye contact is a powerful tool. Though it sounds simple, in an age where patients’ concerns often need to be entered into an online system, maintaining eye contact with patients has become increasingly difficult. As much as time will allow, keeping the focus on the patient instead of the computer screen will go a long way in terms of quality care.

4. Active listening techniques facilitate communication between patient and provider. Go back to basics when it comes to being the receiver of information. Keep your attention focused as much as possible on their words, nodding when appropriate to let them know you are listening. Reflect on what they have said to be sure you accurately interpret their message, taking care not to insert your own thoughts into their own at first to let them know you have clearly received the information.

5. Most individuals are not versed in medical terminology. Convey information to patients. Avoid using healthcare terms they may not understand.

Although data and numbers are a vital part of the healthcare industry, patients do not want to feel like just another number when seeking medical help. Remember that patients are people first leads to great patient care and a positive healthcare experience for all parties involved.