Communication as Part of Patient-Centered Care

Tailoring the Patient Experience

4 minutes

Ask people to share a common cause of arguments with friends and family and there’s a good chance “communication” will come up. Some people are great at it, some don’t get why it’s a ‘thing’ in the first place, and many are frustrated by the disconnect between what we need and what we get.

Below are some everyday examples of how communication can be a problem in personal relationships. But what do they have to do with your practice and patient-centered care? There are professional behaviors that can be similarly ineffective when it comes to your patients’ experience.

Personal version: “He takes forever to text me back. It makes me feel like I’m not important.”

Professional version: Do you sometimes take hours, or even a day or two, to respond to a patient or other professional’s request for information?

Anyone who has ever waited for an answer about where to meet, what to pick up for dinner, or who is fetching the dog from daycare, understands how frustrating it can be to sit in limbo waiting for information.

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