Communication is Key to Patient's Satisfaction and Less Litigation

Physicians who make adequate communication a centrepiece of their clinical care will be rewarded with patient satisfaction and a significantly reduced risk of litigation.  From my experience in medical practice, most patients trust their doctors and believe that they are working in their best interests. Most of the frustration for the patient comes when there is a gap in communication between the doctor and the patient. Admittedly, in some contexts, with a huge patient-physician ratio, it is practically impossible to provide what could be considered "adequate" time, which varies depending on the patient and the circumstances of the consultation. However, doctors could be more intentional about ensuring that every patient attended to feels that the physician is in the moment, focusing all attention on their health state, actively listening, and speaking as applicable.

In some contexts, some things may be taken for granted. However, I have encountered many patients who did not know the name of the doctor managing their health condition! Yes, they didn't know. Did not dare to ask. And worse still, the doctor never introduced herself to them. The "blank shot" becomes established right from the beginning of the "relationship" and results in many debilitating blind spots in the interactions between the patient and their doctor.  Intuitively, we pay attention to someone we know. Subsequently, communication becomes a monologue by a "stranger" who wields considerable power over their health and well-being. On a deeper level, patients resent this situation but are usually helpless to do anything about it in some peculiar setting. However, they may become more critical of the processes and outcomes of their treatment, and occasionally, the degeneration could roll off the cliff, causing irreparable damage to that relationship, which is crucial to the patient's trust, compliance with treatment, and acceptance of health outcomes.

Now, nothing is taken for granted! Let's start with communication basics: First, introduce yourself to the patient, and in multidisciplinary healthcare facilities, indicate your speciality and role in their care. Then get to know the patient, especially their name and any other ways they may wish to be referred to. Patients don't like to be called "Patient No. XYZ". Personalizing care starts with proper communication and calling them by their names, especially with the right pronunciation and appropriate salutation, which will ease both the doctor and the patient into the right atmosphere for a meaningful healthcare relationship that results in a satisfactory outcome both for the patient and the doctor. And "satisfaction" does not always mean a consequence of an expected or better outcome.

Thus, a physician must make communication, in the full sense of the word, a key aspect of case management. It is equally important to take into cognisance the sociocultural milieu of the patient and communicate appropriately. In the communication loop, efforts should be made to ensure that the patient is receiving what is intended. There are occasions when patients have undergone laboratory tests, had diagnoses made, and had procedures (including surgical intervention) administered without understanding what they were being treated for! Yes, it happens, and it is not the fault of the patient. It is the responsibility of the doctor to ensure that effective communication has taken place and to continue to validate the status at every contact with the patient or their guardian. Patients or their guardians know that physicians are not infallible. Even when medical mishaps or errors occur, they are more likely to explore amicable remedial measures (where possible) outside of litigation.

Effective Communication in Healthcare should be a core subject in the training of medical students and other healthcare workers and should form part of compulsory continuing professional education credits.