Reading material on improving patient communication, cross-cultural aspect

A visit to a specialist (doctor, physiotherapist) is challenging for most people. For most of us, it can be associated with a lot of anxiety and stress. That is why it is so important to provide the person being examined with a friendly atmosphere, a sense of comfort and security. Below are some sample tips that you may find helpful when you conduct the examination. 

During the examination and therapy, try to ensure the greatest possible comfort taking into account a sense of dignity and intimacy. In practice, this means: 

– creating an appropriate space that allows the patient to prepare freely for the examination (changing room) 

– ensuring comfort during the examination (separating the space with a screen, not answering the phone by the examiner) 

– avoiding addressing the patient as “you.” In Poland, we address an adult using the word “Mr.”, “Mrs.” 

– referring to the other person with due respect 

– avoid commenting on the appearance, lifestyle and worldview of the patient in question 

– it is good practice during the examination to inform the patient about the activities being performed (e.g. in a moment I will conduct a mobility assessment of the sacroiliac joints) 

– if monitoring is used – the patient’s consent is required 

– not to have third parties present during the examination (unless the examined person agrees) 

– no sharing of medical records with non-medical personnel. 

Sometimes during a visit, we have to convey unfavourable news to the person being examined. Unfavourable information to be conveyed poses a major challenge for both the communicator and the patient. From the patient’s (client’s) perspective, unfavourable information for the patient is any news that materially and adversely changes the patient’s perception of his own future. Remember that receipt by the patient of inauspicious information is associated with great stress for him. You may encounter a variety of reactions from momentary surprise (shock), disbelief, denial to the release of emotions (crying, anger, anger, anxiety, fear). Each of us in difficult situations needs time to get acquainted with the new difficult situation as well as to accept the “new conditions”. Remember that each of us reacts differently to difficult situations! In conveying unfavourable news, pay attention to: 

– the place, time and environment where this information is to be conveyed, 

– try to speak calmly and confidently,  

– avoid medical jargon incomprehensible to the patient. When conveying information, use clear and simple wording understandable to the patient, 

– the therapist’s body language is also the transmission of information – try to maintain eye contact, be sincere and empathetic, 

– when sharing unhelpful news, try to divide it into smaller “portions”,  

– allow the patient to be emotional,  

– express understanding, 

– present a plan of action (treatment), 

– ask if the information provided is understood by the patient. 

If the transmission of inauspicious messages causes you a lot of difficulties, you can use protocols specially prepared for this purpose. Protocols organize the transmission of unsuccessful messages. One of the most popular is the SPIKES protocol (a detailed description is included in the e-book). Perhaps it will make it easier to imagine this difficult situation to put yourself in the role of a patient who is just waiting for information.   And how would you like an inauspicious message to be conveyed to you…?