While it is not a Five-Star Quality Rating System (Star) measure, how well providers communicate with their patients plays a significant role in other areas of the patient experience measured by Centers for Medicare & Medicaid Services. According to the Agency on Healthcare Research and Quality, communication “is a critical component of high-quality, safe care and the foundation of partnerships between the patient, family, and clinicians.”

Why it’s important

Skillful communication is critical because it enables health care providers to:

• Establish rapport with their patients – a cooperative relationship addressing the patient’s health needs and concerns.
• Provide compassionate, appropriate, and effective care for the diagnosis through solicitation of crucial health information.
• Work effectively with all members of a care team and the patient’s caregivers and family, while still making the care of the patient the primary concern.

Building trust

A patient’s trust in their provider can falter when there is a lack of communication. It only takes one bad visit to create an overall negative experience with a provider or the office. Statistics from a recent study show why the “best place to rebuild patient trust is in the exam room” (Orsini, Anthony, 2020):

Patient/provider trust

It’s the little things

A report published by the British Medical Journal and Mayo Clinic identified what patients look for from their providers. Some may seem quite simple.

• Explore the patient’s ideas about their concern and take their input seriously.
• Understand family influences and how they affect the patient’s life.
• Describe the problem so the patient can understand.
• Be a partner with the patient – agree on the issue, the priority, and connect on goals of treatment.
• Be approachable, friendly, caring, and respectful.

Set your patient’s expectations

Setting expectations can help augment communication with your patients. Explain next steps clearly and provide your patient with written instructions. Be clear when and how you or your staff will communicate test results, and provide concise, written follow-up instructions for tests and condition management.

Ask the patient if these tactics meet their needs. Perhaps they need more explanation or a different visual to help them. Simply asking them can communicate caring and compassion.

For more information on tips and tactics for effective communication, access Provider’s Guide to Patient-centered Communication for 0.50 continuing medical education credit.