Effective communication has long been one of the most important skills you can possess in healthcare. In today’s patient-centric healthcare environment, these skills have never been more challenging to practice—or more important to master. According to the Institute for Healthcare Communication, studies show a strong correlation between the communication skills of a healthcare team and a patient’s ability to follow medical instructions, self manage a chronic disease and practice recommended health behaviors.1 In fact, certain communication competencies can have a profound impact on patient experience, satisfaction and even clinical outcomes.1
Empathy
An open mind
Compassion
Willingness to ask questions and initiate conversations
Careful listening
Friendliness
Showing genuine interest in them
Attentiveness
Investing time and effort to educate them and make sure they understand the illness
Motivational-Based Health Coach
President and CEO of StratiHealth Management Consultant for ACOs
Disability RN Case Manager Supervisor Genex Services, LLC for the State of Georgia
Go beyond clinical aspects of care to have a rich, productive conversation with your patients. You’ll find out what gives their lives meaning, which can help you co-create a more personalized treatment plan.”
Vernon Pertelle, RRT President and CEO of StratiHealth Management Consultant for ACOs
References 1.Impact of Communication in Healthcare. Institute for Healthcare Communication website. http://healthcarecomm.org/about-us/impact-of-communication-in-healthcare/. Published July 2011. Accessed April 19, 2018. 2.Six physician strategies to increase patient engagement. Envision Physician Services website. http://sheridanhealthcare.com/news-events/blog/six-communication-strategies-increase-patient-engagement-improve-outcome. Published August 15, 2016. Accessed April 19, 2018. 3.Jahromi VK, Tabatabaee SS, Abdar ZE, Rajabi M. Active listening: The key of successful communication in hospital managers. Electron Physician. 2016;8(3):2123-2128. 4.Tayal SC, Michelson K, Tayal NH. Listening with empathy. AMA Steps Forward website. https://www.stepsforward.org/modules/empathetic-listening. Accessed April 23, 2018. 5.Hirsch L. Patient Experience and the Lost Art of Listening. Patient Experience website. http://patientexperience.com/patient-experience-lost-art-listening/. Published August 4, 2015. Accessed April 20, 2018. 6.Berry RLAALL. Making Time to Really Listen to Your Patients. Harvard Business Review. https://hbr.org/2017/10/making-time-to-really-listen-to-your-patients. Published October 9, 2017. Accessed April 26, 2018. 7.Dinardo P. How healthcare professionals can encourage patients to speak. Gold Foundation website. http://www.gold-foundation.org/newsroom/blog/healthcare-professionals-can-encourage-patients-speak/. Published November 25, 2014. Accessed April 23, 2018. 8.Nielsen-Bohlman L, Panzer AM, Kindig DA. Executive Summary. In: Nielsen-Bohlman L, Panzer AM, Kindig DA, eds. Health Literacy: A Prescription to End Confusion. Washington, DC: The National Academies Press; 2004. 9.Omachi TA, Sarkar U, Yelin EH, Blanc PD, Katz PP. Lower health literacy is associated with poorer health status and outcomes in chronic obstructive pulmonary disease. J Gen Intern Med. 2013;28(1):74-81. 10.Disler R, Appleton J, Smith T, et al. Empowerment in people with COPD. Patient Intell. 2015;2016(8):7-20. 11.Chiauzzi E, DasMahapatra P, Cochin E, Bunce M, Khoury R, Dave P. Factors in patient empowerment: a survey of an online patient research network. Patient. 2016;9(6):511-523.
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