This video is normally available to paying customers.
You may unlock this video for FREE. Enter your email address for instant access AND to receive ongoing updates and special discounts related to this topic.
In any healthcare setting, good communication skills can significantly improve the patient experience. While clinical care is essential, a patient's emotional wellbeing is just as important as their physical health.
Patients may forget the procedures or treatments they received, but they will often remember how they were spoken to and whether they felt heard and respected.
Positive communication can transform care. Patients truly appreciate when staff members:
Simple actions like smiling, using a person’s name, or checking their understanding can help patients feel safe, valued, and included in their care.
Negative communication experiences can damage trust and increase a patient’s stress or discomfort. These include:
Such actions can make patients feel like just a number rather than a person, leading to disappointment, confusion, or distress.
By investing in effective communication—both verbal and non-verbal—healthcare professionals can create a more positive, person-centred environment that enhances trust, satisfaction, and overall care outcomes.
