Communication: the basis of excellent healthcare

Sometimes, the truth is right there in front of us, but we don’t know how to confront it. For example, treating patients with patience, respect and understanding is fundamental to healthcare. Sounds easy enough, right?

As data, metrics and outcomes seem to take center stage in the healthcare industry, the need for patient-centered methodologies is growing. If patients don’t feel comfortable, they will be less likely to seek help and be open about their health concerns.

Charts can’t 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 of 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.

2. Patients pick up on both verbal and non verbal 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 tells patients that their healthcare professional is an active team member in addressing the cause for their visit.

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 as opposed to the computer screen will go a long way in terms of quality care.

4. Active listening techniques facilitate communication between patient and provider.

Although data and numbers are a vital part of the healthcare industry, patients certainly do not want to feel like just another number when seeking medical help. Taking care to remember that patients are people first, leads to taking good care of patients.