Effective Communication Builds Patient Trust

EFFECTIVE COMMUNICATION

Impacts Patient Care

Impacts Patient Safety

Impacts Patient Satisfaction

The single biggest problem in communication is the illusion that it has taken place.

George Bernard Shaw

  7 % Verbal

• Words are patient friendly
• Avoid jargon, abbreviations
• Explain medical terminology
• Maintain cultural sensitivity

38 % Vocal

• Enunciation
• Tone
•  Volume
•  Rate
• Pacing/Pauses
• Wait time

55 % Non-Verbal  

• Eye Contact
• Smile
• Other Facial Expressions
• Posture
• Gestures
• Overall Appearance

Listening

• Was the message received?
• Was the message understood?
• Did you repeat what the patient said?
• Did you paraphrase what the patient?
• Did you ask open-ended questions?

  “I’ve learned that people (the patient) will forget what you said

People (the patient) will forget what you did

But people (the patient) will never forget how you made them feel.”

Maya Angelou