coMMunicAtion
good communication:
why it’s worth it
poor communication is a barrier to the delivery of effective care.
Sara Williams explores how to become a good communicator
g
ood doctors are good the GMc’s view a computer indicates been met. although these
communicators – over recent years the disinterest, so the patient expectations may be
it’s that simple. an doctor–patient relationship may not give information unrealistic, eg, the doctor
ipsos Mori poll published in has evolved, moving from critical to the consultation. will have unlimited time and
november 2005 confirmed a paternal to a partnership interruptions, and cutting availability, they will solve
that the top characteristic the model. in its most recent off a patient before they have all the issues at once and
public wished to comment edition of Good Medical finished, are not effective all treatments will be 100%
on in relation to their doctor’s Practice, the gMc says means of communication. effective, these expectations
performance was their that doctors should “work Beckman found that the can be addressed if they are
communication skills, followed in partnership with patients” mean time taken for a identified early on. so, once
by their technical ability, how by listening and responding doctor to interrupt a patient’s explored and respectfully
much they involve patients to their concerns and opening statement was corrected through effective
in treatment decisions and preferences, giving them 18 seconds.
3
His research communication, the patient
whether they show their “the information they want
patients dignity and respect.
1
and need in a way they can
understandably patients understand”, respecting
A mismatch between
experience difficulties in their right to be involved
assessing the technical in decisions about their
verbal and nonverbal
competency of a doctor, treatment and care, and
communication can lead to
so will frequently judge the supporting them in their
quality of clinical competence own efforts to “improve and
a strained encounter for both
by their experience or their maintain their health”.
2
the
interpersonal interactions with gMc expects doctors to be
doctors and their patients
a doctor. developing good effective communicators,
communication skills will so what if you are not?
improve clinical effectiveness showed that patients rarely will leave content with
and reduce medicolegal risk. How to communicate presented problems in order their treatment and more
effective interpersonal skills effectively of clinical importance, so likely to comply with it.
are particularly important for it is often said that body allowing patients to complete
locum gps because they language speaks louder their opening statement led When things go wrong
often have only one chance than words. 80% of to a significant reduction in despite the best intentions,
to make a good impression. communication is non-verbal, late-arising problems. the some patients will remain
so it is crucial to the patient longer a doctor waits before dissatisfied and seek
encounter. a mismatch interrupting, the more likely redress. in most cases this
tips for effective between verbal and nonverbal the patient will “get to the is not down to human error.
nonverbal
communication can lead to point” quicker, thus avoiding Mps’s experience is that a
communication
a strained encounter for both presenting the key issue at breakdown in communication
doctors and their patients. the end of the consultation, and patients’ dissatisfaction
■ observe Being aware of your where the adherence to with a doctor’s manner and
■ show respect own body language is the time constraints could attitude frequently give rise
■ Be patient first step in understanding appear heavy-handed. to complaints and claims.
■ Be self-aware (posture, how your body language is research by Bunting
eye contact, first perceived. Maintaining eye Handling patients’ suggests that there are
impression) contact demonstrates that expectations two sets of factors which
■ Be curious you are listening and showing part of communicating influence the decision to
■ assess patients’ an interest; this is particularly effectively is handling sue or seek redress:
moods important at the beginning expectations. patients ■ predisposing factors
■ show empathy. and end of a consultation. will be dissatisfied if their – rudeness, delays,
turning away and facing expectations have not inattentiveness,
6 sessional gp | voluMe 1 | 2009 www.mps.org.uk
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