This document discusses principles of effective patient-doctor communication. It emphasizes that communication is key to building trust and establishing a meaningful relationship. It provides guidance on conducting history taking, asking open-ended versus closed-ended questions, using active listening skills, demonstrating empathy and respect, and being mindful of nonverbal cues like body language and eye contact. The goal is for doctors to understand the patient's perspective, work as part of a care team, and provide compassionate care.

1. Principles of
Patient-Doctor Communication
AETCOM-Lecture
Dr. Anuj Singh
Asst. Professor
Community Medicine Dept.
UIMS, Prayagraj

2. Introduction
• Communication is the transmission of
information to another person.
– Verbal
– Nonverbal (through body language)
• Verbal communication skills are
important:
– Enable you to gather critical information,
coordinate with other responders, and
interact with other health care
professionals

3. History taking
1. Patient profile
a) Name
b) Age
c) Sex
d) Address
e) Religion
f) Occupation
5. Family history
2. Chief complain
3. History of presenting complain
a)Site
b) Onset
c) Duration
d) Progression
e) Radiation
6. Personal History
a) Diet
b) Sleep
c) Appetite
d) Bladder, bowel
e) Allergy history
4. Medical history

4. Verbal
Communication
• Asking questions is a
fundamental aspect of
prehospital care.
– Open-ended questions require
some level of detail.
• Use whenever possible.
• Example: “What seems to be
bothering you?”

5. Verbal
Communication
– Closed-ended questions can be
answered in very short
responses.
• Response is sometimes a single
word.
• Use if patients cannot provide long
answers.
• Example: “Are you having trouble
breathing?”

6. Nonverbal
Communication
• Body language provides more
information than words alone.
• Facial expressions, body
language, and eye contact are
physical cues.
– Help people understand
messages being sent

7. Objectives
• Understand why patient-doctor
communication is key to a
successful relationship
• Learn basic communication
strategies for an improved
patient-doctor experience

8. The Patient-Doctor
Relationship
• Class exercise:
– Tell me about your most
memorable positive experience
with a physician (when you were a
patient)

9. The Patient-Doctor
Relationship
• Class exercise:
– Tell me your most negative
experience

10. The Patient-Doctor
Relationship
• What does being a doctor mean
to you?

11. Communication
• Patient-Doctor communication is
important
– Improved satisfaction
– Improved compliance
– Improved decision making
– Better health outcomes
– Decreased malpractice claims

12. Communication Skills
• Essential for diagnosing and
treating illness
• Essential in establishing a
meaningful patient-doctor
relationship
• Facilitates educating and
counseling patients

13. Communication
• Information gathered must be:
– Objective
– Accurate
– Precise

14. A model patient-
doctor relationship
• Trust
• Compassion
• Open and honest
communication
• Respect

15. Why is Doctor-Patient
Communication
Unique?
• Trust
– Patients on the first visit share
their most personal information to
someone they have never met
before
– They look to you for guidance
when making critical health care
decisions

16. Why is Doctor-Patient
Communication
Unique?
• Trust
– Within minutes of meeting,
patients are often required to
disrobe for a physical examination
and are placed in a vulnerable
situation

17. Communication
• Who will you be communicating
with?
– Patients
– Families
– Colleagues
– Other health professionals

18. Care
Recipient
Primary
Doctor
Nurse
Specialist
The Caregiving Team
Family
Caregiver
Caregiving
Team

19. Patient
Communication
• Patients who feel at ease are
more likely to tell you their
reason for coming to the
doctor’s office
• Be yourself!
• Show true interest

20. The Physician’s
Duties
• Respects the patient
• Ensures privacy and trust of
confidential information
• Demonstrates genuine concern
for patient’s health
• Limits distraction to provide
patient undivided attention

21. Respect
• Introduce yourself
– Patient
– Family
– Caregiver

22. Respect
• Explain your role and goal for
the interaction

23. Respect
• If appropriate shake hands
• Always address the patient as:
Mr., Mrs., Ms, etc.

24. Empathy
• To understand a person’s
experience
• Different than sympathy
• Requires
– Active listening
– Interest in patient’s experience

25. Objectivity
• Removing your own beliefs and
values
• Avoid judgmental attitudes
– IV Drug Abuse
– Education
– Socioeconomic status
– Language/Cultural differences
– Ageism

26. Active Listening Skills
• Respect the patient as a whole
person, not a diseased body
• Use confirmatory statements:
– “Yes”
– “Tell me more about that”
• Allow the person to tell their
whole story without unnecessary
interruptions

27. Active Listening
• Don’t be afraid of silence

28. Body Language
• Examination room configuration
• Sitting/Standing
• Eye level
• Eye contact
– Note taking
• Posture
• Hurried speech

29. Body Language
• Patients notice more than you
think
– 2/3 of communication is non-
verbal
• Appropriate use of touch

30. Patient-Doctor
Communication:
Key Points
• Ask about expectations, feelings
and concerns
• Show concern for comfort and
modesty
• Give an opportunity to express
feelings and concerns
• Encourage patients to ask
questions

31. Key Principles of Effective
Communication
Participate
Actively
Encourage
Collaboration
Build Mutual
Understanding
Establish
Presence
Leader’s Guide: Slide # 9

32. Establish Presence
• Breathe Deeply
• Make Eye Contact
• Stay in the Moment
• Establish Rapport
• Maintain a Strong Sense of Self
Leader’s Guide: Slide # 10

33. Participate Actively
• Be Prepared
• Clearly State Your Purpose
• Offer Relevant Information
• Ask Questions
• Be Assertive

34. • Use Active Listening
• Ask for Clarification
• Demonstrate Understanding
• Avoid Assumptions
• State Difficulties and
Concerns
Build Mutual Understanding

35. • Focus on Common Goals
• Clarify Responsibilities
• Speak Openly and Honestly
• Help with Problem Solving
• Express Appreciation for
Help
Encourage Collaboration

36. Interviewing
Techniques (1 of 4)
• When interviewing a patient,
consider using touch to show
caring and compassion.
– Use consciously and sparingly.
– Avoid touching the torso, chest,
and face.

37. Interviewing
Techniques (2 of 4)
• Golden Rules to help calm and
reassure patient:
– Make and keep eye contact at all
times.
– Provide your name and use
patient’s proper name.
– Tell patient the truth.

38. Interviewing
Techniques (3 of 4)
• Golden Rules (cont’d):
– Use language the patient can
understand.
– Be careful what you say about
patient to others.
– Be aware of your body language.
– Speak slowly, clearly, and
distinctly.

39. Interviewing
Techniques (4 of 4)
• Golden Rules (cont’d):
– For the hearing-impaired patient,
face patient so he or she can
read your lips.
– Allow the patient time to answer
or respond.
– Act and speak in a calm,
confident manner.

40. Barriers to Communication:
• Patient Focus
• Time Limitations
• Lack of Team Approach
• Mechanistic Approach
• Lack of Conflict Resolution Skills
• Stressful Work Habits

41. Communication skills
can be developed with
practice, patience and
a willingness to learn