Focus on health literacy and plain language
Medical jargon creates barriers. Use plain language, short sentences, and concrete examples when explaining diagnoses, medications, or procedures. Ask patients to repeat instructions back using the teach-back method to confirm understanding.
Provide written or audiovisual materials that match the patient’s preferred language and literacy level, and place key takeaways at the top of documents or portal messages.
Practice empathic, patient-centered dialogue
Empathy reduces anxiety and improves disclosure of symptoms and concerns. Start encounters with open-ended questions, listen without interruption, and validate emotions before moving to clinical tasks.
Encourage shared decision-making by outlining options, risks, and benefits clearly, and asking about patients’ goals and priorities.
Leverage interpreters and culturally competent care
Professional medical interpreters—and culturally tailored materials—improve comprehension and outcomes more than ad hoc translation by family members. Train clinicians in cultural humility: recognize differences, ask culturally sensitive questions, and adapt care plans to cultural values and social determinants of health.
Optimize telehealth and digital communication
Telehealth and secure messaging expand access but require intentional communication practices. For video visits, ensure good lighting, minimize background noise, and maintain eye contact by looking at the camera when possible. Confirm patient identity and location at the start of the visit, and summarize next steps aloud and in the patient portal. For asynchronous messaging, set clear expectations about response times and scope of issues handled via messaging.
Strengthen team communication with structured tools
Communication lapses contribute to preventable errors.
Use structured tools such as SBAR (Situation-Background-Assessment-Recommendation) for handoffs and closed-loop communication to confirm orders and critical information. Standardize documentation templates and care plans so all team members access the same concise, updated information.
Protect privacy and maintain professionalism
Secure channels are essential for sharing protected health information. Use approved patient portals and encrypted messaging systems, and discourage use of unsecured texts or personal email for clinical details. When discussing sensitive topics, choose private settings and confirm who is present.
Make documentation a communication tool
Good documentation supports continuity and patient engagement. Record clear encounter summaries, rationale for decisions, and follow-up plans.
Share visit summaries with patients and caregivers through portals to reinforce instructions and reduce repeat calls.
Measure and iterate
Collect patient experience feedback specifically about communication, not just overall satisfaction.
Monitor metrics like readmission reasons tied to misunderstandings, portal message response times, and interpreter use.
Use audits and training to target gaps and reward staff who model strong communication skills.
Practical checklist to start improving today
– Use teach-back at every discharge or major care transition
– Offer interpreter services proactively for limited English proficiency patients
– Set telehealth etiquette guidelines for clinicians and patients
– Standardize handoff language and require read-backs for critical information
– Share visit summaries through the patient portal within 24–48 hours
When communication is intentional, consistent, and patient-centered, care becomes safer, more efficient, and more humane. Small changes—like switching to plain language, confirming understanding with teach-back, and closing the loop during handoffs—deliver measurable benefits for patients and care teams alike.
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