One of the most important elements for improving client satisfaction, compliance and health outcomes is to promote effective interpersonal communications between the health care provider and the client. A patient who believes the health care provider has his best interest at heart and cares about his progress can be more likely to comply with treatment methods and reveal essential information about his health problems so providers can make more accurate diagnoses.
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Interaction between client and provider should be a two-way street where both speak and listen without interruption, ask questions, express opinions, exchange information and fully understand what the other is saying. To achieve positive outcomes, the client and the provider should show mutual respect and make important decisions jointly. The provider should establish rapport with the patient and summarise the information the patient provides throughout the conversation to elicit his perspective.
Patients need to believe that their provider is committed to their welfare. The provider should make the patient feel secure by being attentive, making eye contact and showing empathy. Patients feel cared for when the provider spends adequate time with them. Today's physicians order diagnostic tests to determine the cause of ailments; most patients appreciate the emotional connection of providers actually putting their hands on them more than the care provided by an unemotional machine.
Choose words the client comprehends rather than medical jargon that may be confusing to patients. Clients also need to take into account any dialects or accents they may have that make it difficult for the provider to understand. Health care providers should inform their patients in a way they understand about treatments, courses of disease, preventions, expected outcomes and possible complications. When they do, patients generally do better and are more satisfied with the care provided them.
Tone, attitude and gestures convey as much as words. Smiling, listening thoughtfully and sitting at the same eye level as the patient enhances communication. Cultural customs account for much of the non-verbal communication difficulties. In some cultures, for example, direct eye contact is a positive sign while in other cultures, it may seem aggressive or improper. Simple gestures that do not require great effort, such as a warm greeting or a thoughtful question, can have significant results and are less likely to be misinterpreted.
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