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Establish rapport with patients

Ambulatory Safety Monitor, January 15, 2003

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The most crucial time to establish good communication is at the beginning of a typical visit, when physicians ask patients to talk about their medical histories and symptoms.

Patients will open up during the initial assessment if a physician conveys that he or she is not in a rush, says Jan Allison, RN, compliance coordinator at Physicians Surgical Center in Norman, OK. "Physicians must be talented enough to educate a patient about how important [sharing information] is."

This means allowing patients to finish what they have to say. Studies show that doctors tend to interrupt patients an average of 22 seconds into the description of their symptoms, and that patients would speak for one to two minutes, if uninterrupted.

Consider the following points on forging strong patient/provider communication skills:

• Ask detailed questions to encourage patients to relay specifics about their condition.
• Ask patients to repeat back complicated information.
• Put patients at ease. Speak slowly and don't rush. Allow patients to finish speaking.
• Speak in simple terms so patients fully grasp all aspects of their treatment.
• Ask patients whether they understand what's being told to them.

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