Why transparent patient communication is important
In everyday life are Specialists in medical practices often deeply rooted in medical terminology, which can make it difficult for patients to follow the educational discussion. Abbreviations such as “PSA” or “1 8 c” are used which are not understandable to patients. If a patient is unable to understand what treatment they are undergoing or which laboratory tests are being taken, they may feel unwell.
These fears and insecurities on the part of patients can be expressed in skipping actions — the patient may react with aggressive behavior. In this post, we explain how you can act to avoid such reactions from patients. Here are five tips for improved patient communication.
Tip 1: Simple and understandable language: “Keep it KISS”
“KISS” is a communication technology that is used during a consultation or educational meeting. Avoid medical and/or dental terms or abbreviations and use clear, easy-to-understand language. This ensures that your patients understand the diagnoses, treatment plans, and medical recommendations.
The KISS technology is supported by the salami technology. The practitioner gives the patient the medical information “slice by slice” and makes sure after each “information disc” whether the patient has understood what has been said. It is important that the information is always communicated on the patient's cognitive level. This not only promotes understanding but also enables patients to make informed decisions about their health.
Respond individually to the patient when communicating
Overall, you should speak in a patient-oriented manner and also take into account the patients' cognitive abilities. For example, if the medical history sheet states that the patient has PEA (personally restricted age competence), it is important to pay attention to whether and how the patient can follow the conversation.
Many patients with a form of dementia react differently than expected or simply agree to the treatment because they no longer understand the large amount of information. In most cases, patients with dementia do not want to admit that they did not understand anything. It is therefore recommended that a relative is also present at important meetings and accompanies the talks.
Tip 2: Show empathy: “Empathize!”
Remember that a visit to a doctor is usually not without reason: loss of health also means loss of quality of life. This fact alone can trigger unusual behavior in people. Put yourself in the shoes of a patient with chronic pain: They often experience feelings such as uncertainty, tension and anxiety, which can lead to unfriendly behavior patterns.
Therefore, be empathetic, consider the patient's feelings and fears, and communicate in a way that provides support and understanding. An empathetic approach helps to achieve a positive physician-patient relationship build up. Tell your patients that they are in good hands with you and your practice team.
Tip 3: Active listening: “Listen carefully!”
Practice active listening by paying attention and asking feedback questions to your patients. This signals compassion and genuine interest.
Pay attention to the patient's body language and react when you feel that the patient hasn't fully understood what you're saying. Effective communication requires mutual listening and understanding.
The entire practice team should be trained
In addition: Effective patient communication requires coordinated efforts and motivation from the entire practice staff. Make sure all team members are trained to ensure consistent and patient-centered communication.
There is another situation in communication between patients and healthcare workers that can lead to conflicts. Sentences such as “I will then take the blood sample with me to the laboratory” or “Have you already placed the preparation in treatment room one?” used.
This everyday formulation makes the patient an object. Of course, the data protection requirements must be complied with in practice - but a small adjustment to the statement makes the situation more pleasant for the patient. Change the sentence and say, “I'm taking the patient to the laboratory for a blood draw.” When the patient hears this, they feel more noticed by the practice team.
Tip 4: Provide transparent information: “Be crystal clear!”
Communicate clear and transparent information about the patient's health status, all diagnostic results, planned treatments, medical alternatives, and potential risks. Transparency promotes trust and enables patients to actively participate in their own healthcare. At the same time, you meet the documentation requirements under the Patients' Rights Act.
Despite all the empathy and transparent information that you provide to your patients, conflict situations sometimes arise. The patient verbally attacks you or complains about the long waiting time, for example. This can lead to a vicious circle of conflict: If you now react just as aggressively to what the patient says, the result is a downward spiral. Phrases that you can use in such a case are: “I'll be right there for you,” “I understand your situation and I'll take care of it right away,” or “I'll find out for you.”
In addition, we would like to explain to you a defense technique used in complaint management, the LIMO technology:
- L stands for praise, i.e. thank the patient who drew your attention to an issue.
- I stands for interest, i.e. show true interest in what the patient is saying to you.
- M There is a defect, i.e. do you stand by the mistake that the patient has pointed out to you.
- O stands for openness, i.e. admit that the situation is not optimal at the moment and offer support to the patient.
Tip 5: Improve patient communication with digital tools
Many problems arise even before the actual treatment. The overall experience that a patient has in your practice is important. This starts with making an appointment, receiving and taking the anamnesis: Use digital tools here that not only make everyday practice easier for you, but also provide your patients with a modern and convenient visit.
With software like Nelly, patients can even before they visit the doctor the anamnesis Fill it out at home or simply on site with your own smartphone. When patients arrive prepared and registered, this relieves the pressure on the waiting room. All documents that you as a practice would like to share with the patient can be sent to them directly via the patient portal. Bills can also be paid digitally with a click — unpleasant mail from the doctor's office is a thing of the past.
Fewer language barriers when communicating with patients
Nelly can also help with language barriers: The medical history sheet is available in several languages. The practice staff receives the information provided by the patient directly translated into German. This means that there are no communication problems in practice and it is clear which data the staff needs from the patient.
This is modern doctor-patient communication as well as a pleasant practice experience for your patients. Now you too can create a digital workflow in your practice. We advise you non-binding and free to your individual case!
Overall, clear, respectful, and empathetic patient communication is critical to promote patients' health and wellbeing. By implementing these tips, practice teams can create a supportive environment where patients feel understood and well cared for.
We discussed all of the above points in detail in a joint webinar by Ms. Monka-Lammering and Nelly. Watch our webinar on patient communication for free here!
The personal names used in this article always refer equally to all persons. Dual naming and alternate names are omitted in order to improve readability.
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