What is Clinical Communication?

While there may be many thousands of variations in conversations with patients, there are features consistent to them all.

1. Outcomes focused

There is a purpose to clinical communication, whether it be to gather information ahead of making a diagnosis, give information about treatment options, or make decisions about care. Effective clinical communication forms a pathway to that outcome. It therefore has direction, structure and is delivered in such as way to bring the patient with you on that journey.

2. Empathic

Showing respect and building rapport and trust is vital for developing an open, outcomes-focused dialogue. This can be achieved by asking a range of open questions, using reflective listening techniques, and providing reassurance and empathy by showing you understand the patient’s perspective.

3. Inclusive

Including the patient in decisions about their healthcare is also essential to achieving a positive outcome. Avoiding technical vocabulary and jargon and explaining healthcare in clear comprehensible terms is important, as is demonstrating cultural sensitivity to how patients approach healthcare.

Including patients and their families in decisions allows them greater ownership of their health, enables them to take on difficult situations better, and to work in partnership with healthcare professionals.

4. Professional

While emphasizing empathy and respect, it’s important to maintain a professional tone when in conversation, avoiding making any judgements or expressing personal views that might affect the patient’s view of their situation.

Any dialogue must also follow ethical principles, be confidential, and provide accurate information that meets both professional standards and legal obligations.

5. Structured

Clinical communication often follows communication frameworks that enable healthcare professionals to navigate challenging conversations with consistency and clarity. Examples include SBAR (Situation-Background-Assessment-Recommendation) for communicating information and SPIKES (Setting-Perception-Invitation-Knowledge-Emotion-Strategy and Summary) for breaking bad news. Again, these frameworks enable healthcare professionals guide their patients towards desirable health outcomes.

The content of healthcare conversations has infinite variety, but the adoption of these five features enables healthcare professionals to communicate effectively and achieve more positive healthcare outcomes for their patients wherever possible.

Want to discuss how clinical communication skills training can work for your staff? We work with doctors, nurses, carers and AHPs to improve their communication with patients, service users and their families.