The document discusses the significance of effective communication in healthcare, emphasizing the need for patients to feel comfortable with their providers to ensure optimal care and accurate treatment plans. It outlines common communication barriers, such as patient distrust, language issues, and the rush of clinical environments, and provides evidence-based strategies to enhance communication, including active listening, plain language usage, and sensitivity toward patient concerns. Effective communication is crucial for building rapport, ensuring patient safety, facilitating collaboration among healthcare professionals, and improving overall patient care.

1. Patient
Communication

2. Strategies for Effective
Communication in Health Care
In healthcare settings, communication may end up feeling like playing telephone, with pieces of
information getting lost in the exchange between people and providers. However, unlike a game of
telephone, poor communication carries significant stakes for patients, often resulting in lower quality of
care. Here are examples
:
Patients should feel safe enough to communicate honestly and openly with their care providers to receive
effective treatments
.
Providers should convey treatment plans and health education clearly, accessibly, and empathetically to
ensure patients receive optimal care
.
Administrators and providers should share information ethically and responsibly to protect patient
confidentiality
.
Healthcare organizations should apply culturally responsive measures to bridge communication gaps
between stakeholders
.
Effective communication in health care can make a life-or-death difference. Health administrators and
other healthcare professionals should know the different types of communication, the barriers to
effective communication, and evidence-based strategies for improvement. To help develop these skills
and become a better healthcare leader, consider an
advanced education in healthcare administration
.

3. Barriers
to Communication

4. Patient Distrust and Discomfort
Patients may not feel comfortable disclosing sensitive
information, such as substance misuse or sexual
dysfunction, to their care providers
.
Patients withhold medical information for many reasons
:
They feel intimidated by their providers
.
They believe their providers will not listen to them
.
They feel disrespected by the request to disclose
.
They question medical advice in general
.
They struggle with physical or psychological trauma
.

5. Common Language Barriers
Patients may have difficulty communicating needs or symptoms when
their providers do not speak their languages or their healthcare
organizations do not supply interpreters
.
Healthcare organizations that do not prioritize culturally competent care
(including the use of interpreters to bridge communication gaps) fall
short of delivering adequate support to their communities
.

6. Providers Stretched Too Thin
Skillful communication enables healthcare providers to establish rapport
with their patients, solicit crucial health information, and work effectively
with all members of a care team and the public. However, a packed
clinical workday often requires providers to rush from appointment to
appointment — resulting in conditions in which communication can easily
suffer
.
Doctors, nurses, and other healthcare workers who come across as cold or
aloof can damage the patient-provider relationship. Providers who signal
disinterest or distraction when talking with patients may lose the goodwill
and trust of the very people they seek to help
.
Fortunately, evidence-based strategies for communication in health care
can keep communication streamlined. Even a few extra minutes spent
communicating with a patient can result in more efficient healthcare
delivery for all
.

7. Mismanaged Healthcare Files
With the growing amount of healthcare data, care teams have expanded
in number and reach. Dozens of doctors, nurses, administrators, and
other medical professionals at a hospital may all need to read a single
patient file — opening the door to potential miscommunications that
can affect treatment
.
Providers and administrators need to work hard to ensure that healthcare
information remains confidential and accessible only to the necessary
parties of a care team. Controlling how many individuals can access
confidential patient information helps healthcare teams communicate
accurately and clearly and limits misunderstandings or communication
breakdowns
.

8. Why Is Communication Important in Health
Care
?
Healthcare leaders understand that effective communication in organizations starts with recognizing
the importance of listening to one another. Often, those in healthcare administration careers can
help improve institutional communication by helping shape policy and promoting effective
communication behaviors
.
Collectively, medical professionals have a wealth of knowledge and expertise. That wellspring goes
untapped when providers rush from one appointment to the next without allowing themselves
time to listen and communicate effectively with patients, when patients feel unsafe, when care
teams store medical information improperly, or when health organizations fail to employ
interpreters for cross-cultural communications
.
Clear, honest communication between patient and provider paves the way for accurate diagnoses
and treatment decisions. Similarly, clear, confidential communication between members of a
care team, which often includes patients and multiple providers, results in swiftly and ethically
delivered care without breaching confidentiality
.
Providers can help patients feel heard, ease their fears, and encourage them to disclose relevant
information. For example, a patient who feels embarrassed about a pubic rash will likely feel
more safe mentioning this to a provider who they know will treat them with compassion and a
professional demeanor
.
In addition, every person deserves to understand the medical care they receive. That means that
healthcare organizations may need to train and hire interpreters so that patients can give their
informed consent to treatment
.

9. Communication
Strategies

10. Sit Down and Be Humble
Studies show that when a patient and their provider are seated during
office visits and hospital check-ins, the two parties can build trust more
easily. When a provider sits down to talk with a patient, the patient will
more likely perceive the visit to be longer and more intimate; this can
help quell anxiety regarding discussions about symptoms and possible
treatments for diagnoses
.

11. Ask Open-Ended Questions
Patients often feel uncomfortable voicing their concerns, even after a few minutes of
empathetic conversation. Doctors and other care providers should ask whether patients
have more to say. For example, asking patients some variation of “Is there something
else you’d like to talk about today?” can help create space for patients to reflect and
voice concerns they might not have mentioned otherwise
.
The BATHE technique guides providers to ask patients questions that solicit more
information and develop rapport
.
Background: Ask a patient about their present situation: “What is going on in your life
”?
Affect: Ask a patient how they are emotionally relating to their health concern: “How is it
affecting you
”?
Trouble: Ask a patient about what they are worried about or what they foresee as obstacles:
“What troubles you most about the situation
”?
Handling: Ask a patient about how they are dealing with their situation: “How have you
been handling this so far
”?
Empathy: Show patients you are listening; reflect what you hear them saying about their
feelings back to them: “That sounds … (frustrating, confusing, etc.)
”.
Communication in health care gets easier when we all ask questions and prepare to listen
.

12. Speak in Plain Language
Providers should avoid medical jargon and instead rely on plain language
to communicate with patients. When jargon is appropriate, providers
should always define the medical language clearly (e.g., “This
stethoscope is a device for measuring heartbeat”)
.
Speaking in plain language communicates to patients that providers care
about having a two-way conversation rather than just delivering a
monologue
.

13. Keep Communications Confidential
An entire hospital wing may be able to access a patient’s file, but that
does not mean they should. Limit access to individual case files to only
the members of the patient’s care team. Refrain from casual
discussion of patient issues with anyone outside the team
.

14. Key
Communication
Skills

15. Active Listening
Active listening is the practice of listening to understand. It requires
paying attention to the speaker; noticing nonverbal cues; and
engaging with them as they speak without interrupting by nodding in
agreement, maintaining eye contact, and using brief encouraging
statements. In addition to helping patients feel listened to, it can be
key to helping healthcare staff feel like their leaders understand their
experiences
.

16. Oral Communication Skills
Effective oral communication often requires adjusting one’s tone to suit
the person being spoken to, taking into consideration their age or
demographic background. For example, some language might be
interpreted as talking down to someone due to their gender or racial
background. Good communication can help increase a patient’s trust
in their healthcare providers
.

17. Nonverbal Communication Skills
Nonverbal aspects of communication, such as nodding and smiling, also
help convey how much someone is engaging while communicating.
These behaviors can help patients feel more at ease and more trusting
of a caregiver’s input, making them more accepting of the input
.

18. Written Communication
Improving writing skills benefits other healthcare professionals on a
patient’s care team, as a clearly written medical history helps inform
future care. Using legible writing and accurate notes can help facilitate
smooth care by reducing wasted time repeating conversations or
treatments
.

19. Cultural Awareness
Healthcare teams often deal with populations from diverse backgrounds,
and understanding how to tailor their communication to each individual
is key to providing effective care. For example, patients who struggle
with the primary language of the facility or caregiver would benefit from
a translator or translation services
.

20. Effective Communication is Important to
Patient Care
At the heart of healthcare is communication – from patient to provider,
and provider to nurses, medical assistants, pharmacies, and all in
between. As a medical assistant, you play a pivotal role in facilitating
communication between patients, healthcare providers, and other
members of the healthcare team. Your ability to convey information
clearly, listen attentively, and establish meaningful connections with
patients can significantly impact the quality of care they receive. And
as fast-paced as the healthcare system is, effectively communicating
with patients and other healthcare professionals is essential to their
care, experience, and success as a medical assistant
.

21. Why Effective Communication is Important
Builds Rapport: Building rapport with patients is imperative to their comfort and willingness
to work with you. Not only that but having a good rapport with other healthcare
professionals will allow you to help your patient more by having established relationships
with other points of care
.
Ensures Patient Safety: Getting the information from the patient to other professionals
effectively will reduce the harm that can come to the patient. Not being able to
communicate at any point in the system can lead to medical errors
.
Collaboration with a Team: Healthcare is not solely doctors and patients. It’s medical
assistants, nurses, doctors, patients, pharmacists, insurance companies, and more. To
work as a well-oiled machine, the whole team needs to communicate well to ensure
patient care
.
Sensitive Information: More often than not, those in the healthcare field deal with sensitive
information – whether that’s diagnoses, emotional and social situations, or family issues.
Effective communication can help professionals navigate these situations and keep the
integrity and well-being of the patient intact
.
Accurate Diagnosis and Treatment: Any miscommunication can mean a misdiagnosis and
treatment. And this could not only cause the patient to lose trust in you and your team
but have bad side effects and/or harm them
.

22. How to Communicate Effectively
There are several different ways to help you communicate effectively with patients, healthcare professionals,
and even those outside of your career. Here are some tips to help you successfully communicate with
others
.
Practice Active Listening: Active listening is the foundation of effective communication. When patients
express their symptoms or concerns, give them your full attention. Avoid distractions such as phone
notifications or side conversations. Reflect back on what patients say to demonstrate understanding and
validate their experiences. Clarify any ambiguous points by asking open-ended questions. A great hint to
any conversation – listen to people to simply listen, not to respond. If you listen to respond, you will only
grab onto the points that already support your preconceptions rather than truly hearing the other person
.
Use Plain Language: This is important for patients and others, like their families, that are not in the
healthcare field. Medical jargon can be intimidating and confusing for patients. As a medical assistant,
you should strive to communicate so that patients can easily understand. Avoid using technical terms
unless necessary, and instead, explain concepts in simple, everyday language. Use analogies or visual
aids to clarify complex medical information. Be open to questions and be ready to clarify when patients
may not understand
.
Maintain Open Lines of Communication: This is imperative when you are speaking with other healthcare
professionals on behalf of a patient. Maintain open lines of communication with nurses, physicians, and
other members of the healthcare team. Share relevant patient information accurately and promptly and
be receptive to feedback and suggestions for improvement. You should not only be open and honest,
but you should also trust your coworkers will do the same with you
.

23. How to Communicate Effectively
Provide Clear Instructions: Again, for many patients and their families, medical terms and instructions can be a
maze of confusion. When giving instructions to patients regarding medications, treatments, or follow-up
care, be clear and concise. Break down information into manageable steps and repeat important details to
ensure comprehension. Use written instructions or patient education materials whenever possible to
reinforce verbal communication. Encourage patients to ask questions and seek clarification if needed,
whether from you or any other provider
.
Handle Sensitive Conversations Empathetically: At times, medical assistants may need to engage in difficult
conversations, such as delivering unwelcome news or addressing patient concerns about cost or insurance
coverage. You should handle these conversations with empathy – think about how you would deliver this
news if you were giving it to a family member or friend. Approach these conversations with sensitivity and
professionalism. Listen empathetically to patients’ emotions and concerns and offer support and
reassurance where appropriate
.
Continue to Build Your Communication Skills: Like with any skill, communication needs constant practice in
order to keep your skills sharp. Seek opportunities for professional development, such as communication
workshops or courses. Solicit feedback from patients, colleagues, and supervisors to identify areas for
improvement. Reflect on your communication practices regularly and adapt them to meet the evolving needs
of patients and the healthcare team
.
Mastering effective communication is an ongoing journey and a fundamental aspect of being a proficient medical
assistant. In healthcare, it is more than just conveying information – it’s about building relationships,
fostering trust, and providing compassionate care. Medical assistants affect the lives of patients in several
different healthcare settings – and you can be one of those professionals. Go to an.edu to learn more about
how you can become a medical assistant through one of our online programs
.