Principles of Communication in Healthcare

Using clear, simple language that is easy to understand. Avoid technical terms and jargon.

Speaking correctly, without grammar errors. This helps the listener understand the message.

The feeling or attitude conveyed in your voice.

The way you emphasize certain words or parts of a sentence.

Brief, friendly conversation before the main topic.

Brief comments made during procedures to keep the patient informed and involved.

Repeating the patient's words to ensure understanding.

The ability to listen accurately, interpret the message, and respond appropriately.

Maintaining eye contact, but not staring, while considering cultural and individual comfort levels.

Using body language, like open posture, leaning in, nodding, and avoiding distractions, to show interest and engagement.

Matching facial expressions to the situation, conveying empathy and understanding.

Using a calm, reassuring tone that matches the emotional context, adjusting the pitch for sensitivity.

Using touch appropriately, considering cultural and personal boundaries to build trust and comfort.

Maintaining comfortable distance based on cultural norms and the patient's comfort level.

Observing patient behavior to understand emotions, avoiding assumptions, considering cultural differences, and asking clarifying questions.

Using verbal communication to convey message, including spoken words and sounds, effectively.

Questions that ask for specific details, often following an open question.

Questions that start general and gradually become more specific, leading the conversation towards a particular point.

Questions that present a claim and ask for agreement, often starting with 'Do you agree that...?'

Questions used to ensure understanding and clarity, often asked at the end of a conversation.

Patients who provoke strong negative emotions in their physicians.

Active listening involves showing empathy and understanding by engaging with the patient, paying attention to their words and emotions.

Validate patients' emotions by acknowledging their feelings and making them feel safe, without necessarily agreeing with their perspective.

A technique to control reactions and avoid getting caught up in the patient's negative emotions.

Involves asking questions to gain more information from patients. Uses two types of questions: 'Dummy-up' (pretending ignorance) and 'Reverse question' (acknowledging the patient's question with phrases like 'Good question' or 'I'm glad you asked that').

Acknowledge and address patient concerns by providing a solution quickly and generously.

Use more direct questions to understand their needs and find a solution. However, if the patient is overly angry or aggressive, it's best to pause the conversation until they calm down.

Always express gratitude to patients for raising concerns and reinforce your commitment to continuous improvement.

Treat older patients with respect by using formal language, such as 'Mr.' or 'Ms.', instead of familiar terms like 'dear'.

Make older patients feel comfortable by providing a welcoming environment with comfortable seating, assistance with forms, and frequent check-ins during long waits.

Speak slowly and clearly, allowing older patients sufficient time to process information. Avoid interrupting them.

Use clear, simple language and ask if clarification is needed. Older patients may benefit from written notes or handouts summarizing key points discussed.

Using clear, non-technical language that is easy to understand.

Being aware of a patient's hearing ability and adapting your communication accordingly.

Making a note of a patient's preferred method of communication, such as sign language or lip reading.

Using visual aids like diagrams or pictures to help patients understand information, especially if they have hearing difficulties.

Employing an interpreter to assist in communicating with patients who have hearing impairments.

Getting the patient to repeat information back to you in their own words to ensure understanding.

Adapting communication based on a patient's visual ability, such as using braille or audio recordings.

Making sure the patient sees you, minimizing background noise, and speaking clearly and directly to them.

The ability of a person to obtain, process, and understand basic health information and services needed to make appropriate health decisions.

Use short sentences and simple language that is easy to understand. Avoid technical terms and jargon.

Employing the active voice in communication, using action verbs and focusing on the subject performing the action.

Tailoring information delivery based on a patient's ability to comprehend. This can include limiting the amount of information given at once, using visual aids, and simplifying language.

Asking the patient to repeat back key instructions or information in their own words to ensure understanding and retention.

Using a qualified professional to facilitate communication between a patient and provider when language barriers exist.

Directly engaging with the patient and establishing eye contact, even when an interpreter is present. This shows respect and encourages active participation.

Utilizing nonverbal cues to understand a patient's emotions and messages. This can include facial expressions, body language, and tone of voice.