Power of Patient-Doctor Communication: Key Strategies

Here at Viseven, we believe that communication saves lives. That’s why we live and work by the motto — Saving lives by improving communication.

Intro to Patient-Doctor Communication

If a patient is fully open and honest with the doctor, feeling supported and heard, then the doctor has all the pertinent information to successfully diagnose them and prescribe an effective treatment.

Sometimes, though, patients feel judged and/or rushed, so they can omit something or simply forget to mention critical details. This can lead to an incorrect diagnosis, unfitting treatment options, or a patient might even not stick to the treatment at all if they felt like they weren’t listened to.

This is not uncommon. Effective physician-patient communication often suffers from a wide range of reasons. How do we solve those or work around them to improve patient outcomes?

In this article, we will discuss how to improve doctor-patient communication: basic principles, key advice, and main obstacles.

Why Is Good Communication Important in Healthcare?

What was your best doctor’s visit like? Was it reassuring when they took the time to really listen and explain things clearly? That’s because good communication is absolutely crucial in healthcare.

When doctors and nurses communicate well, patients feel comfortable opening up about their symptoms and concerns. Because the more connected patients feel to their healthcare providers, the more likely they are to share important details about their health that could be vital for accurate diagnosis and treatment.

You know how frustrating it can be when someone explains something using complicated terms you don’t understand? And you have to either clarify multiple times or look it up later? Well, that’s especially true with healthcare’s abundant medical jargon. Effective communication means breaking down complex medical information into terms that make sense to patients.

When providers take the time to explain conditions and treatment options clearly, patients can make informed decisions about their care. After all, it’s their health we’re talking about — they deserve to have active patient involvement in these important decisions.

Finally, effective communication isn’t just about making patients feel better (though that’s important too). It actually plays a huge role in patient safety. When health care professionals communicate effectively with each other, whether they’re handing off patients between shifts or coordinating between different departments, they’re less likely to make mistakes.

Plus, let’s not forget the emotional side of things. Being sick or injured can be scary and overwhelming. Having medical professionals who communicate with empathy and take the time to address concerns can make a world of difference in how patients cope with their conditions and stick to their treatment plans.

What Patients Look for in a Doctor

From most important to somewhat important, patients look for a doctor who is: able to listen to and ask for a patient’s questions and thoughts, clinically experienced, compassionate and empathetic, accessible (short wait times, visit can be booked online, has an option to consult via telemedicine), and is respectful about a patient’s gender, race, and ethnicity.

That’s according to the 2022 survey from Everyday Health and Castle Connolly, which surveyed 287 healthcare professionals and almost 1,300 patients.

What’s important to note is that what patients want most in their HCP does slightly differ by race:

Still, it’s quite evident that good doctor patient communication is high up on a patient’s list of important qualities in doctors.

Three Approaches to Doctor Patient Relationships

The doctor patient relationship has come a long way over the years. Not too long ago, it was mostly about a patient seeking help and a doctor making decisions that the patient would quietly accept. This was the essence of the paternalistic model — doctors used their expertise to decide what treatments were best, often sharing just enough information to gain the patient’s consent. Obviously, this approach was very one-sided.

But things have changed. Over the last couple of decades, there’s been a strong push for patients to take a more active role in their care. Critics of the old model have called for less doctor dominance, more patient control, and a shift toward collaboration.

Now, there are three main approaches to how doctors and patients interact, reflecting this shift from authority to partnership: activity-passivity (paternalistic), guidance-co-operation (doctor as an advisor), and mutual participation. These models recognize that healthcare isn’t one-size-fits-all and that both doctors and patients bring unique perspectives to the table.

Model	Doctor’s role	Patient’s role	Application	Prototype
Activity-passivity	Full control of decisions and treatment	Passive recipient of care	Medical emergencies	Parent-infant relationship
Guidance-cooperation	Guides the patient, expects cooperation without significant pushback	Trusts a doctor’s expertise and cooperates	Non-acute situations where patients can cooperate with the treatment	Parent-teenager relationship
Mutual participation	Acts as a partner and advisor, engages in shared decision-making	Active participant, shares responsibility and makes decisions collaboratively	Chronic disease management, or other long-term conditions	Partnership/friendship

Activity-passivity approach

The activity-passivity model is as paternalistic as it gets — it’s like the parent-infant relationship in many ways. In this setup, there isn’t much of a real interaction happening. The patient isn’t able to contribute actively and is often seen as helpless, fully relying on the doctor’s expertise. The doctor takes charge of the treatment process, no matter what the patient thinks or what the eventual outcome might be.

That said, this approach makes perfect sense in medical emergencies. In those moments, there’s no time to explain every detail — doing so could put the patient’s health at serious risk. In these situations, the doctor is in full control, and while it meets the immediate need to save lives, it also tends to reinforce the doctor’s position of authority and mastery in the relationship.

Guidance-cooperation approach

The guidance-cooperation model is more common in less urgent situations. Here, even though the patient is unwell, they’re still conscious, with their own feelings, thoughts, and goals. Often, the patient may be anxious or in pain, so they actively seek the doctor’s help. In doing so, they willingly place trust in the doctor’s expertise and guidance.

In this model, the doctor takes on a guiding role, expecting the patient to follow their advice and cooperate without much pushback. It’s similar to the relationship between a parent and a teenager — there’s some input from both sides, but ultimately, the doctor is still the one in charge.

Mutual participation approach

The mutual participation model, supported by Balint in 1964, is all about fostering collaboration and equality in doctor patient communication. This approach recognizes that patient satisfaction is best achieved when both the doctor and patient engage as equals, contributing their perspectives to the decision-making process. Rather than the doctor claiming to know exactly what’s best, the interaction is guided by shared understanding and mutual respect.

At its core, this model embodies patient-centered communication, where the focus shifts to the patient’s needs, preferences, and active involvement in their care. It’s particularly effective in managing chronic conditions, where the patient plays a central role in maintaining their health. The patient-physician relationship in this context evolves into a true partnership.

This approach not only empowers patients to take greater responsibility for their health but also redefines the doctor’s role. Here, satisfaction for the physician comes not from authority or control, but from the meaningful impact they have on improving lives through guidance and collaboration.

How to Improve Your Communication with Patients: Tips & Tricks

All forms of doctor patient interaction require good communication skills. These consist of written, non-verbal, and spoken. Healthcare professionals can increase patient satisfaction if they have a strong balance of all these abilities. Sometimes all it takes to win someone over is the correct body language or just listening intently to what they have to say. But let’s delve into all the ways how you can improve your doctor patient communication.

Practice active listening

Active listening is all about being fully present in the conversation. This means putting away distractions, maintaining eye contact, and truly focusing on what the patient is saying — not just their words but also their tone and body language. Simple gestures like nodding, leaning in slightly, or even saying “I understand” can make a patient feel seen and heard. It’s also helpful to ask clarifying questions or paraphrase their concerns, like “So what you’re saying is…” to show you’re on the same page.

Also, encourage people to ask questions. Often, people are too scared of judgment or anger when asking their doctors about anything. However, there is no shaming in asking a medical professional to explain something or repeat what they have already said.

Recognize patients’ background

The survey from Everyday Health and Castle Connolly, which we discussed above, clearly showcased that being respectful and sensitive about a person’s gender, race, and ethnicity is high on the list of importance.

Bias and discrimination in healthcare show up in all kinds of ways, destroying the patients’ trust in the care they receive. These biases often lead to racial and ethnic minorities getting lower-quality treatment, misdiagnoses, and poorer health outcomes. A good first step to advance health equity is recognizing your own implicit biases. Take the time to really listen to your patients, see things from their perspective, and get to know them as individuals. Empathy goes a long way in understanding their unique experiences and needs. You can also join diversity and inclusion training to learn practical ways to bridge gaps in care and address the healthcare disparities and inequities that still exist today. Small steps like these make a big difference in creating a more inclusive and equitable healthcare environment.

The way you communicate matters

The tone a doctor uses can set the entire mood of the conversation. Imagine a patient sitting nervously in an exam room, unsure how to explain their symptoms. If a doctor walks in, speaks hurriedly, and barely makes eye contact, the patient might feel dismissed or too intimidated to share everything they’re experiencing. On the other hand, if the doctor approaches with a calm and empathetic tone, introduces themselves warmly, and asks questions in a reassuring way, the patient is more likely to open up.

Avoid jargon

After 11 to 15 years of medical school, it’s no wonder that doctors don’t notice how much jargon they use in their patient communication. In fact, one study found that nearly 80% of primary care appointments included at least one instance of jargon, and many terms weren’t fully explained.

This can lead to misunderstandings about diagnoses and treatment plans, which may impact how well patients follow through with your medical advice. On top of that, patients often leave consultations only remembering half of what was discussed, mainly because there’s a gap between what doctors think they’ve communicated and what patients actually understand. These miscommunications hurt both treatment adherence and patient satisfaction.

To improve, you should aim to use plain language that anyone can understand, regardless of their health literacy. This can be done by: avoiding overly complex terms, explaining important medical language in simple words, encouraging patients to ask questions if anything is unclear, and using visual aids like diagrams or charts to make complex ideas easier to grasp.

Leverage technology

As a doctor, you’re well aware that balancing patient care with administrative demands can be challenging. Technology is changing the scene in this regard.

We won’t mention EHRs, as today they are, luckily, used by almost everyone, deservingly so. Patient portals and telehealth services extend that convenience even further. Patients can schedule appointments, request refills, or send you a quick message directly, which not only saves them time but also frees you and your staff from constant back-and-forth phone calls. Telehealth visits can be a lifesaver for patients who have mobility issues or live far away, helping you reach people who might otherwise skip needed care.

Mobile health apps are also a great tool — your patients can log symptoms, track vitals, or set medication reminders. Not everyone is familiar or comfortable with technology, though, so it’s important to offer alternatives and maybe walk them through the basics. By blending technology with clear communication, you’ll not only streamline your workflow but also make your patients feel more informed and supported in their care.

Lastly, an AI-powered chatbot on your clinic’s website can considerably boost your patient communication. These bots work around the clock and can answer all kinds of requests, depending on how you train them.

Best Provider-Patient Communication Practices

To give you a clear blueprint on the best way to communicate with a patient, we took the advice from the AIDET structure developed by the Studer Group. AIDET stands for the five key behaviors that can build a good care interaction: acknowledge, introduce, duration, explanation, and thank.

1. Acknowledge: Greet the patient (and others in the room if present) by name, make eye contact, and smile.
2. Introduce: Tell the patient your name and position to explain your role in their medical care.
3. Duration: Provide patients with a clear sense of how long their appointment may take, including an estimate of when they’ll see a specialist or receive lab results. If you can’t give an exact time, let them know when you’ll circle back to update them on any progress.
4. Explain: Walk the patient through each step of what will happen next, answer any questions they might have, and make sure they know how to reach you, such as by using the nurse call button.
5. Thank: Take a moment to thank the patient and, if appropriate, their family. Show your appreciation for choosing your hospital and for their cooperation.

Bottom Line

Effective communication is a lifeline in healthcare. By embracing patient-centered approaches, healthcare professionals can fundamentally transform patient experiences and outcomes. This requires more than medical expertise, it demands empathy, active listening, and a genuine commitment to understanding each patient’s unique journey.

On our end, we can help you develop the instruments you need to make your relationships and communication with patients ever so better. Whether you want a portal, telehealth application, or an AI-based bot, Viseven has the skills and experience to create a user-friendly and robust solution that will cover a world of patient needs.

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