Doctor Goldman's Guide to Effective Patient Communication: Explanations of the Most Common Medical Conditions in Layperson's Terms and Helpful Provider-Patient Interactions

SECTION ONE

THE BENEFITS OF EFFECTIVE COMMUNICATION

The Impact of Effective Communication On Patients

The data points clearly to the fact that patients who have effective interactions with their healthcare providers are more cooperative, more likely to follow up, and more likely to cease harmful habits impacting their health, such as smoking. They are also less likely to suffer from the acute medical emergencies that require the need for urgent care in the emergency room. Because of your effective communication skills, patients will now be able to understand and take charge of their disease processes in a helpful way while under your care and beyond. Some of them may even go one step further and become healthcare advocates for their family and friends. 

Effective doctor/patient interactions open the lines of communication, which engender trust and lead to better care. Even after being discharged, patients and their family members are more willing to contact the healthcare provider they have formed a relationship with, if new symptoms arise or if they have specific questions. They are not so inclined to do the same with providers with whom no meaningful relationship exists. Creating a safe place for dialogue empowers patients and their families to proactively take charge of their health.

The Impact of Effective Communication On Providers

When I’ve had a positive interaction with a patient, I feel a mixture of satisfaction and a sense of ‘mission accomplished.’ This feeling is particularly enhanced when the patient or their family expresses appreciation for their care (however big or small). These ‘appreciative’ interactions benefit me in several ways. They:

Give me a physical jolt, almost as if I drank a strong cup of Cuban coffee. Appreciation is the epinephrine my cells need to give me the energy to see more patients, however tired I am. 

Remind me why I went into medicine in the first place. I remember being told by one of my attending physicians during my residency that medicine is a thankless job. It has been my experience that this belief is not true when the provider has strong patient communication skills.

Can stoke my inner fire and keep me going when I would otherwise falter. The fact is that negative interactions between the patient and the provider can douse the fire that inspired us to go to medical school in the first place. This is a mindset to be avoided at all costs.

Bolster my enthusiasm, and enthusiasm is contagious. When I am on shift and I’m excited and positive, I notice a lot more smiles around me - not only among physicians but also with the nurses, x-ray techs, ultrasonographers, custodians, and patients. The morale and job satisfaction of the entire team can be impacted by the disposition of a single provider.

Provide me with an anchor when I am having a bad shift. There are difficult days for me in the ER, marked by dangerously high patient volume, acutely sick patients, slow lab results, broken CT scan machines, and so much more. Boosted by each positive interaction, I can get through these days, and I can power through temporary setbacks.

The Impact Of Effective Communication On Healthcare Systems

To our delight, patients have stated that they bypass a number of healthcare establishments just to come to our facilities. We have patients who will wait for hours to be seen by one of our care team staff, rather than go to another healthcare center. This validates our commitment to enhancing effective provider/patient communication, as well as, our success in doing so. It is such an uplifting feeling when patients make statements like, It’s because of the way you guys care about me.

After combing through thousands of patients’ comments, and after making countless post-visit calls to patients to understand why, the data is unmistakable; the ‘care’ our patients are referring to is the manner in which our providers communicate with them. The ‘care’ is directly linked to our effective and quality communication strategies, the bedrock of our facility. Enhanced patient interaction training is a requirement for all providers who work at my healthcare center. This training is rooted in the work culture of the facility, and it has inspired our team to always aim to surpass patient expectations.  

Healthcare providers can play a critical role in determining whether patients understand, accept, and follow through on our medical advice. Patients are more likely to accept and follow through on our recommendations if they sense the advice given is coming from a caring provider rather than from just another medical professional whose expertise is imparted to them in a dispassionate way. When a provider has been trained to use vocal tone, eye contact, body language, and body positioning to project a genuine sense of caring, patients are more likely to trust, appreciate and accept their treatment plans, and have positive health outcomes. 

Quiz: The Benefits of Effective Communication

1. Which of the following are the benefits of effective patient/provider communication?

A. Patients are more likely to cease a harmful habit such as smoking.

B. Patients are less likely to suffer from acute medical emergencies.

C. Patients can understand and take charge of their disease processes.

D. All of the above.

Answer: D

2. Effective communication between a provider and a patient can result in the patient becoming a healthcare advocate for their family and friends.

A. True

B. False

Answer: A

3. Effective provider/patient interactions will likely create a safe space for e patients to initiate communication with their providers after being discharged, if new symptoms arise.

A. True

B. False

Answer: A

4. Effective communication and interaction between providers and patients will most likely ______________ patients to proactively participate in their health care journey.

A. Discourage

B. Empower

C. Prevent

D. Reject

Answer: B

5. Positive interactions between staff and patients tend to:

A. Motivate and engage healthcare staff.

B. Provide job satisfaction to healthcare staff.

C. Boost morale among the healthcare staff.

D. All of the above.

Answer: D

Healthcare Workers’ Comments On The Impact Of Effective Communications

The following are actual responses from members of the Memorial Hospital West team to questions asked about the impact and benefits of a positive attitude and effective communication delivered to patients with empathy. Respondents included:

Michael Rodriguez., ER Paramedic, 9 years in current position

Vedner Guerrier., CEO, Memorial Hospital West, 6 months in current position; 21 years at Memorial Healthcare System

LaShonda Rogers, Unit Coordinator: 15 years

Gloria Almodóvar, Director of Emergency Services, 3 years

Deedra Satahoo, ER Nurse, 15 years in current position 

What impact (if any) have you seen on the staff when providers have a positive attitude?

A positive provider attitude impacts the staff, and that positivity is infectious. It helps boost morale and keeps the stress level