The Art of Communication

In healthcare, effective communication is paramount to giving exceptional patient care and ensuring successful teamwork. While modern technology has introduced various digital communication tools, the importance of in-person communication cannot be underestimated. In the 21st century there are dozens of ways for healthcare professionals to communicate: phone, video platform, text, email, or electronic health record system. It’s essential for each of us to utilize these tools effectively and ensure our trainees do too.  

In-person communication 

In-person communication gives the opportunity to build trust, as these face-to-face interactions establish rapport with patients and colleagues. Patients are more likely to feel at ease and open up about their concerns when they can see a caring and empathetic healthcare professional in-person, right in front of them. Here are important components to keep in mind when communicating in-person:  

Nonverbal cues  

This includes body language and facial expressions that enhance the understanding of emotions and feelings. 

Immediate feedback  

Real-time interactions facilitate instant feedback, enabling each of us and our trainees to assess the impact of their communication and adjust as needed. As attendings, we must also give immediate feedback on communication style to help our trainees learn from their interactions. 

Team collaboration
In healthcare, effective teamwork is vital. In-person communication fosters a sense of camaraderie, promotes brainstorming, and enhances decision-making processes. 

Complex conversations 

Some medical situations demand delicate or complex conversations, such as delivering bad news. In-person communication allows each of us and our trainees to show empathy and compassion effectively, and most importantly, we can model these conversations for trainees. 

Written communication 

Knowing when to use written communication is key when working with trainees. Things to think about when using written communication include: 

Conveying facts 

Emails and texts are suitable for transmitting facts, like patient updates, scheduling changes, or sharing relevant resources. 

Documentation  

Of course, written communication plays a crucial role in maintaining accurate medical records and documenting patient care. 

Asking for collaboration  

When seeking input or advice from colleagues, written communication provides a means for asynchronous collaboration. 

Respecting boundaries 

If a patient prefers written communication or has hearing or speech difficulties, emails or texts may be more appropriate. 

In written communication, keep the following in mind: 

Keep it clear and brief  

Be concise. Avoid jargon, acronyms, and ambiguous language.  

Be professional  

This applies to all forms of communication. Maintain a professional and respectful tone. 

Maintain privacy and security  

Prioritize patient privacy by sending sensitive information through secure channels and adhering to HIPAA regulations. 

Be responsive when it’s urgent 

In urgent situations or when a patient’s well-being is at stake, reply promptly. 

Proofread  

Before sending any written communication, double-check for grammatical errors and clarity to avoid misunderstandings.  

Emojis and abbreviations  

Limit the use of emoticons and abbreviations to informal settings and avoid them in professional correspondence. 

Both forms of communication have their own benefits and appropriate times for usage. In-person communication builds connections and trust with patients and colleagues, while written communication is efficient for conveying information and maintaining documentation. Understanding when and how to utilize each form of communication appropriately will enhance patient care and professional relationships.  

This piece expresses the views solely of the author. It does not necessarily represent the views of any organization, including Johns Hopkins Medicine.