Focus on plain language and health literacy
– Use simple, everyday words; avoid jargon. Replace technical terms with familiar phrases (e.g., “high blood sugar” instead of “hyperglycemia”).
– Keep written materials concise and formatted for quick scanning: short paragraphs, bullet points, and clear headings.
– Use readability tools to aim for accessible reading levels and test materials with representative patients.
Use teach-back and confirm understanding
– After explaining a diagnosis, medication, or care plan, ask patients to explain it back in their own words. This reveals misunderstandings and reinforces learning.
– Frame teach-back as a check of the explanation, not the patient’s memory (“I want to make sure I explained this well—can you tell me how you’ll take this medication?”).
Build cultural and linguistic competence
– Offer professional medical interpreters for people with limited English proficiency; avoid relying on family members for interpretation.
– Develop multilingual education materials and use culturally relevant examples to increase resonance.
– Train staff on cultural humility and how cultural beliefs influence health decisions.
Standardize clinical handoffs and structured communication
– Adopt structured tools like SBAR (Situation-Background-Assessment-Recommendation) for handoffs between clinicians to reduce errors and omissions.
– Encourage concise written summaries in the electronic health record (EHR) that highlight key issues, pending actions, and follow-up tasks.
Leverage technology wisely
– Patient portals, secure messaging, and telehealth expand access but must be user-friendly. Provide quick start guides, video tutorials, and phone support for onboarding.
– Set expectations for response times to secure messages and clarify what issues require urgent contact versus portal use.
– Ensure interoperability so key information follows the patient across settings; consistent documentation reduces repetitive questioning and improves continuity.
Prioritize nonverbal and relational skills
– Active listening—eye contact, nods, and allowing silence—builds trust and uncovers concerns patients might not voice.
– Demonstrate empathy explicitly: acknowledge emotions and validate concerns before moving to problem-solving.
– Train clinicians in motivational interviewing techniques to support behavior change without judgment.
Design communication around the care team and family
– Identify and document the patient’s preferred decision-making others and include them in care discussions when appropriate.
– Use family conferences for complex decisions, making sure all parties have the same information and opportunities to ask questions.
– Clarify roles so patients know who to contact for different needs (nurse navigator, primary clinician, pharmacist).
Measure and iterate
– Collect patient-reported experience measures focused on communication (e.g., whether explanations were clear, concerns were listened to).
– Monitor outcomes linked to communication—medication adherence, readmissions, and complaint rates—and tie improvements to specific interventions.
– Use small tests of change and scale successful practices across the organization.
Protect privacy and ensure consent
– Communicate how patient data will be used and stored, and obtain informed consent for sharing information when needed.
– Train staff on privacy best practices for in-person and digital communication.
Improving healthcare communication requires both simple habits and system-level changes. Start by auditing common patient interactions—discharge, medication counseling, and results disclosure—and apply the strategies above to create clearer, safer, and more compassionate exchanges. Clear communication is a high-impact pathway to better care.