Healthcare professionals spend a great deal of time educating their
patients about illnesses and medical procedures. Unfortunately, several
studies shave shown that
this is traditionally a weak area and patients may walk away experiencing
confusion, and subsequently, anxiety.
In today’s hectic healthcare environment, time constraints are the norm.
We often feel rushed with little time to educate our patients. Taking the
to learn appropriate educational techniques ultimately saves a lot of time
down the road. If we don’t explain it properly the first time, then
patients will call back, which takes an even larger amount of time taken
away from an already busy schedule.
Partner with your patient. Do not think in terms of telling your patients
what do you. Offer suggestions and choices and then together come up with
the best possible solution. The healthcare professional-patient
relationship has moved from paternalistic to partnership.
Avoid medical jargon. Unless your patient is also a healthcare
professional, speak plain English. For example, use the term “kidney” not
“renal.” Think about the roots of medical terms to help explain
conditions. For example, cardiomyopathy literally means “heart muscle
disease” (cardio = heart, myo = muscle, pathy = disease). Telling a
patient they have cardiomyopathy might sound completely foreign to them.
However, telling a patient there is a problem with the heart muscle sounds
much more understandable.
Offer explanations during examinations. Let the patients know what you
are doing. For example, you can say, “Now I am checking your lungs.”
This will help the patient feel more at ease as opposed to being silent.
During the silence they may think to themselves, “He spent a long time
examining my back, maybe there is something wrong?”
Use analogies and metaphors. These can be very helpful to explain medical
concepts. For example, when explaining a colon resection, an analogy of
a garden hose can be used. We can say to a patient, “We need to remove a
section of your colon. Imagine a garden hose, we remove a section and
Explain statistics using people not percentages. Saying 9 out of 10
patients do well is better than saying ninety percent of
cases. People can relate to the word patients, but not as much to the
word “cases.” Percentages sound distant and scientific, while patients /
people are more friendly and warm.
Sketch a diagram. In your office always have paper for drawing simple
diagrams. Be sure the pad of paper has your medical practice / center
contact information written on it. These hand-drawn sketches are
very effective and patients feel special that you did this just for them.
Of course, pre-printed charts and graphs and also effective.
Utilize Plastic models. These items are very helpful in explaining medical
procedures or tests. They provide a strong visual element to help
patients understand complicated medical anatomy and physiology. When, I
was undergoing chemotherapy, I had problems with the constant needle
was told of the benefits of a Bard® Port; a device implanted under the
chemotherapy infusions. My oncology nurses brought out a model to explain
where the port would be implanted. I decided on getting a port, which
made chemotherapy a much more pleasant experience!
Avoid stress-inducing words; replace with gentler terms. Instead of using
the words “deformity” or “abnormality,” use the term “finding.” “When we
have this finding” sounds less anxiety-provoking than saying, “An
abnormality was seen …”
In terms of looking at our lives, we all want positive experiences. We
all want to achieve remarkable things. However, in healthcare we want
just the opposite! We want our test results to be negative and
unremarkable. We have to be sure that our patients clearly understand
what these two terms really mean!
Use brochures. Provide written information the patient can take home.
However, before giving written materials to patients be sure to
carefully review the information. Are the materials written in plain
English? Are there helpful visuals in the materials? Just before giving
the brochure to the patient, briefly review key sections with them. Keep
a pen or highlighter nearby; you may want to mark certain parts of the
Supply Resources. Provide information to help the patient understand and
cope with the medical challenge they are currently facing. Think about
organizations that can be of assistance, such as a local chapter of a
non-profit group. Also, think about websites to refer patients.
Through effective educational techniques we can help patients better
understand their medical issues. This will lead to more satisfied
patients and improved compliance.
Edward Leigh, MA, is the Founder and Director of the Center for Healthcare
Communication. To book one of his high-content communication skills programs, visit or call:
http://www.CommunicatingWithPatients.com or call 1-800-677-3256