Every doctor who is in practice is at all
times communicating with a variety of people. It is communication with the patient in the form of history taking, clinical examination advising about investigations diagnosis and treatment that is fundamental to practice.
Therefore it is of paramount importance that one has great communication skills.
Communication skills are one of the five basic ingredients of good medical practice; the others being are professional integrity, ethical behaviour, treating patients with dignity, and being a team player.
The relationship between a doctor and his patient is best described as a partnership and collaborative effort to maintain good health in the patient. The relationship paves the way for frank discussion in which the patient’s needs and preferences and the doctor’s clinical expertise are shared to select the best treatment option.
For the patient, the first encounter with the doctor is an experience with vast implications for future relationship. The patient who seeks medical help is in anxious frame of mind. The experience of stepping into the doctor’s consultation room can be unnerving. He surrenders his individuality and privacy to the doctor, literally lays bare his soul, exposing his innermost secrets and personal problems to the doctor who, in truth and essence, is a total stranger. The doctor’s only claim to this privilege is his education and training as a compassionate healer.
Therefore the doctor is expected to be physically and mentally prepared for this role, day-in and day-out, patient after patient, ad infinitum. It is a noble task, with high expectations.
As soon as a patient enters the clinic the ambience of the clinic, the staff and their mannerisms, and the very persona of the doctor are already communicating to the patient.
The Doctor Speaks
The physical appearance of the doctor in the way he dresses, grooms himself, the way in which presents himself in terms of cleanliness, neatness and personal hygiene, are to the patient just as important as the doctor’s demeanor in terms of his manners, confidence and general composure.
Untidy physical appearance may, though not necessarily, lead to an erroneous assumption by patient that the doctor lacks discipline and a systematic approach to clinical problems. Indeed, given the fact that the patient is meeting the doctor possibly for the first time ever, these first impressions may influence the nature and course of future doctor-patient consultations and relationships.
These aspects of external presentation are manifestly as important as the doctor’s inner qualities and professional capability. In the patient’s perspective, the image of the doctor is cast in the mould of physical and moral perfection.
The doctor is expected to conduct himself with professionalism and self-regulation, which in essence implies that he practices within the established and accepted moral, legal and ethical norms, and regulates himself to uphold them.
The doctor is expected to keep himself abreast of new developments in medicine generally and in his specialty specifically, in order to maintain the highest level of professional care.
The doctor needs to be attentive and a good listener, making the patient feel that he is the most important person in that consultation room, and his problems are indeed most significant. Only then can the patient feel relaxed and at ease with the doctor.
The Place of Practice Speaks
The patient may spend quite some time in the clinic waiting for his/her turn. It is essential that this wait is made comfortable; and the patient should know that the doctor too values the time of the patient, and that the wait was unavoidable.
A clean and well illuminated room; a calm, soothing and reassuring ambience, comfortable seating will not test the patience of the patient. A few simple paintings, photographs or educational posters add to the general pleasantness of the room. Some light reading material can help to reduce the anxiety and boredom of waiting. These simple measures bring in to the room a relaxed patient.
An untidy and cluttered consultation room may indicate a very busy doctor, but on the other hand may mean to the patient that the doctor is not systematic, hygienic and methodical.
A clean washroom with adequate water supply, a functioning flush tank, clean sink and a clean hand towel are the most important reflection of a hygienic practice. In no other profession besides medical practice is hygiene of utmost importance.
The Staff Speaks
The receptionist is usually the first contact; be it on phone or in person; and therefore plays a crucial role as the first communicator. A neatly dressed, courteous receptionist; with good working knowledge of commonly used languages; and sympathetic attitude in their handling of the patient can go a long way in taking away the pressures of communication from the doctor.
The Medical Record Speaks
Medical Records are the hallmark of a good medical practice. records should be accurate, legible, comprehensive and up-to-date, and contribute to easy recall of patient information for continuity and follow-up of patients, as well as for future reference such as preparing reports.
Properly justified procedures can be defended by peers in the event of conflict or litigation, but when the clinical notes are sketchy, poorly made out, illegible, vague, and ambiguous and superimposed with deletions and corrections, this may be difficult.
It is well to remember that while the clinical notes and records physically reside with the doctor and the hospital, the information therein contained belongs, morally and ethically to the patient and to regulatory authorities. These documents may be demanded by the patient or his appointed officers for various purposes, ranging from need to seek second opinion, to seek further treatment elsewhere, or for litigation.
Therefore these records are the final communication of the doctor to all concerned outside of his practice.
So To Say
In modern times of information technology and wireless communication we cannot forget and underestimate the value of our communication skills. It is only our good communication skills that will take our knowledge and expertise beyond our clinics, may heal a patient and touch a family.
“Too often we underestimate the power of
A touch, a smile, a kind word, a listening ear,
An honest compliment,
Or the smallest act of caring,
All of which have the potential to turn a life around.”
-Leo Buscaglia
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