Are You Effectively Getting Your Message Across To Patients?

Do you consider yourself a good communicator? More importantly, do others? Have you ever stopped to evaluate your communication skills? If you understand the importance of good doctor-patient communication as it relates to malpractice prevention, practice management, patient adherence and patient retention, you know there is an influential and a non-influential way to present to a patient that makes a world of difference in your believability and in patients’ acceptance.

Recognize that we have all the powerful communication tools we need at our fingertips. It is just a matter of how we use them. Of course, every patient is different and as such, it is illogical to think we can effectively connect with everyone using just one style. Fifty-five percent of people are visually influenced (through body language using posture, movement, gesture, facial expression); 38 percent are vocally influenced (via our voice tone, vocal variety and rate of speech) and 7 percent by the words we choose.¹

When you are mindful of how important your style of communication is, you may be open to changes that can greatly improve your presentations. For example, since you use your eyes to communicate 90 percent of the time, what kind of meaningful connection can you possibly have with patients when all they see is the top of your head while your face is buried in your keyboard tapping out electronic medical record notes? You can reclaim that lost eye-to-eye contact with your patients and — bonus — get your notes done at the same time by training your staff to be scribes. Yes, it takes time and yes, it does result in increased efficiency.

A genuine smile goes a long way in building a relationship with your patient. Are you aware of your body language and facial expressions? Are you prone to unintentional eye rolling, smirking, frowning or disbelieving head shaking in response to a patient comment?

Make a point of standing (or sitting) tall. Put your energy forward. Don’t shift to one hip. Keep your arms uncrossed and in front of you. Do not appear rushed. Avoid a monotonous tone when speaking and try to use more vocal variety (think of your voice like a rollercoaster) to keep patients interested and engaged. Speak slowly and clearly in laymen’s terminology. Remember, patients have no idea what you are referring to when you use the term hallux abducto valgus. Pace yourself. Give your patients (particularly the elderly) a chance to digest what you tell them before continuing.

Finally, do not just “hear” what patients say. Let them speak, do not interrupt and be sure to listen intently. Refrain from “assuming” that you know what patients are telling you. Ask questions to clarify. Paraphrase to understand fully.

Keep in mind that people will believe body language before they believe your words. If your body portrays confidence and your words come across as weak, your mixed-message will only confuse them. Exchange indecisive words like “maybe” and “perhaps” when making your point for more persuasive words like “important” and “vital.” You already know the word “but” negates everything you have said before it. In order to send a more affirmative message, it is best just to stop your sentence and begin a new one. The bottom line is if you make a conscious effort to coordinate your words, tone and body language, you will be far more convincing and patients will be more inclined to believe in you and likewise buy into what you say.

It is not uncommon to hear confidence disappear when offering several treatment options to patients. For example, “Mrs. Jones, we could take an X-ray of your foot here or I can send you down to the hospital for an MRI. Which would you prefer?” Patients come to you for answers. If an MRI is the best thing, recommend it. If the patient voices insurance, financial, transportation or other concerns, present a second option.

The same approach applies to orthotics. “Mrs. Jones, we can take an impression of your foot to have a pair of custom orthotics made or perhaps you’d rather just try these over- the-counter insoles?” Patients should not have to ask, “Which are better for me, doctor?” Again, if you feel OTC insoles are the answer, dispense them. However, if you feel the patient would function better with a pair of custom orthotics, make that recommendation. Present the best option for his or her condition, and leave decisions concerning finances, insurance and convenience to the patient.

A practitioner who radiates self-confidence and knowledge can better influence his or her patients toward the best medical options, increase patient adherence and retention, improve treatment outcomes and advance professional relationships. You may be a highly skilled physician but ineffective communication could convince patients otherwise. Every day, you have a new opportunity to step onto a stage and communicate with your patients. What would it take to put your best foot forward and make each presentation your best one? 

Reference

1. Mehrabian A. Silent Messages, First Edition. Wadsworth, Belmont, CA, 1971.