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Key principles of professional communication

Good communication skills are essential for all healthcare professionals, whatever their background and experience. Communicating well forms the basis of positive patient interactions and effective relationships with colleagues, this in turn leads to increased patient satisfaction, enhanced professional achievement and safe and effective practice.

Communication with patients and colleagues is not just about exchanging information, it is about building trust, and fostering partnerships. This article explores the benefits of effective communication with patients and colleagues, the challenges of both, and how to overcome them and we provide some advice on maintaining personal and professional boundaries.

What is professional communication?

Strong communication skills are a key component of medical practice, impacting both patient and colleague relationships. At all times, it is a practitioner's duty to remain honest, trustworthy, and respectful of patient confidentiality in written, verbal and digital communications.

The GMC set out that "You must be honest and trustworthy, and maintain patient confidentiality in all your professional written, verbal and digital communications."

Benefits of effective communication

The benefits of effective communication include:

  • Improved patient outcomes - clear communication enhances a patient and their medical professionals understanding of the patient’s health, illness or condition and how it should be managed, leading to improved care, increased patient adherence to treatment plans and better health outcomes.
  • Increased patient satisfaction - patients who feel heard and understood are more likely to trust their healthcare providers and report higher satisfaction levels.
  • Reduced complaints and claims - effective communication reduces the risk of miscommunication with patients and within the healthcare team, miscommunication and misunderstanding is a leading cause of complaints, errors and claims.
  • Stronger relationships - a good rapport fosters trust between healthcare providers and patients and within the healthcare team, essential for effective patient care.

Read more on: Communication

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Challenges in communication

Despite its importance, communicating effectively is not always straightforward and there can be several challenges, including:

  • Time constraints - In busy clinical settings, healthcare providers often have limited time. This can lead to rushed conversations with patients and colleagues and missed opportunities to check understanding and address concerns.
  • Medical terminology - Not all patients or members of the healthcare team have the same level understanding of medical terminology or concepts; it is essential to tailor communication to a particular level of understanding.  
  • Emotional barriers - Patients may feel anxious, scared, or overwhelmed, which can hinder their ability to process information or express their concerns clearly.
  • Cultural and language differences - Cultural norms and language barriers can complicate communication with patients and colleagues. What is considered polite or appropriate in one culture may not be in another.
  • Illness and disability - Illness or disability may make it difficult for patients and some colleagues to understand information or to communicate and so it is important to consider additional support that maybe required in any given situation.  

Effective communication with patients

Good medical professionals communicate well with patients, demonstrating kindness, compassion and respect, they take into account each patient's individual needs. They listen to patients and work in partnership with them, supporting them whatever their illness, disability or beliefs to ensure clear communication and understanding.

Key aspects of this type of effective communication are well established and are detailed below:

1. Active listening and open-ended questions

Listening is more than just hearing words; it involves understanding the patient’s concerns, emotions, and expectations. It is important when communicating with patients to consider nonverbal cues that encourage good communication like maintaining eye contact and using open body language. Using open-ended questions and avoiding interrupting the patient encourages them to share more information and express their concerns. 

2. Using plain language

Replacing medical jargon with simple, everyday language aids understanding, for example, instead of saying “tachycardia,” say “fast heart beat.”

3. Demonstrating genuine empathy

Empathy is the ability to understand and share the feelings of another. A simple acknowledgment of a patient's emotions can go a long way.

4. Checking for understanding

It is important to make sure that the patient has understood the information provided, simply asking the patient to repeat the information in their own words can confirm their understanding of what has been communicated.

5. Cultural sensitivity

Understand the patient's cultural background and how it might influence their healthcare beliefs and preferences is essential to effective communication.

6. Language and communication needs

Taking time to consider and to meet patients' language and communication needs, so that they can engage in meaningful dialogue and make informed decisions about their care is essential. The steps taken should be proportionate to the circumstances, including the patient's needs and the seriousness of their condition, the urgency of the situation and the availability of resources. Consider using professional interpreters when language barriers exist, rather than relying on family members

Supplementing verbal communication with written instructions, diagrams, or videos can help patients retain information and provide an opportunity to refer back to later.

7. Additional support

Patients may wish a relative, friend or support worker to be present during an interaction to make them feel more comfortable or less anxious and to assist understanding or communication. Where a patient has a significant difficulty with understanding or communicating then it will usually be in the patient’s best interest to have the person that can make decisions on the patient's behalf or assist them to do so present.

More information on the ethical and legal issues relating to consent and capacity, see our essential guide to consent in medical practice and healthcare.

Effective communication with patients involves an exchange of information between the healthcare professional and the patient and this is central to good decision making. It is therefore necessary to give patients the information they want or need in a way they can understand it. This includes listening to patients and encouraging an open dialogue with them, allowing the patient to ask questions, express concerns and tell you what matters to them.

Finally, when communicating with patients it is essential to make sure that the information given to them is clear, accurate, up to date, and based on the best available evidence.

Effective communication with colleagues

Good healthcare professionals communicate clearly and work effectively with colleagues in the interests of patients. They listen to one another and recognise and show respect for the variety of skills and contributions within the healthcare team. They communicate clearly, politely and considerately and work collaboratively with colleagues being willing to be led or to follow as the circumstances require.

Here, we set out why good communication like this with colleagues matters, the challenges that can arise, and some practical strategies to improve communication in the healthcare team.

Why it matters

  • Patient safety: Miscommunication within the healthcare team is one of the leading causes of medical errors. A missed detail during a handover, unsafe delegation or unclear instructions can have serious consequences for patient care. Effective communication ensures that critical information is accurately conveyed and understood.
  • Team cohesion: Healthcare teams often consist of diverse professionals—doctors, nurses, therapists, and administrative staff all working together. Good communication helps to build trust, reduces the risk of misunderstanding, and promotes a collaborative atmosphere.
  • Efficiency: Clear communication minimises delays, reduces duplication of efforts, and streamlines workflow.
  • Good relationships: Respectful and open communication strengthens relationships among colleagues, reducing workplace stress and fostering a positive work environment.

Challenges

There are challenges to effective communication with colleagues and some of these have already been described, including time constraints in the healthcare setting. In diverse work environments differences in language and cultural norms and disability can present challenges to effective communication.

Different levels of competency within the healthcare team can also result in miscommunication and misunderstanding. There are, however, additional challenges including the hierarchical structures and power dynamics often found in the healthcare environment that can sometimes discourage open communication, particularly when junior staff feel hesitant to speak up and an over-reliance on electronic communication tools, such as emails or messaging apps that can lead to miscommunication and misinterpretation.

Strategies for effective communication with colleagues

There are many similarities between communicating effectively with colleagues and patients including the use of active listening skills and non-verbal cues, checking understanding, being aware of and sensitive to cultural differences within the team and to colleagues with disability.

There are other strategies that are more specific to communication within the healthcare team including:

1.  Structured handover protocols

To ensure that relevant information is communicated clearly and consistently within and across the necessary teams.

2.  Encouraging open dialogue

Creating an environment or culture where all team members feel comfortable voicing concerns or asking questions, regardless of their role or seniority.

3.  Regular team meetings and multidisciplinary team

To discuss patient care plans, address challenges, and align on goals, meetings like this foster transparency and collaboration.

4.  Feedback and reflection

Encouraging constructive feedback among colleagues and reflection on communication breakdowns helps to identify areas for improvement.

5.  Safe delegation

Requires a colleague to have the necessary knowledge, skills and training to carry out the delegated task. Clear instructions must be given with encouragement to ask questions and seek support or supervision needed.


Clear, respectful, and efficient communication fosters teamwork, enhances patient safety, and ensures the smooth functioning of healthcare systems, by prioritizing clear, respectful, and open interactions, healthcare professionals can not only enhance patient outcomes but also create a supportive and harmonious workplace. While challenges exist, adopting proactive strategies and fostering a culture of collaboration can make a difference.

Respect for colleagues and maintaining professional boundaries

It is essential for good and safe patient care that medical professionals work effectively with colleagues from other health and social care disciplines, both within and between teams and organisations. It is important to treat all colleagues fairly and with respect.

Healthcare professionals must not abuse, discriminate against, bully, or harass anyone based on their personal characteristics, or for any other reason. 'Personal characteristics' mean someone's appearance, lifestyle, culture, their social or economic status, or any of the characteristics protected by legislation such as age, disability, gender reassignment, race, marriage and civil partnership, pregnancy and maternity, religion or belief, sex and sexual orientation.

Trust is the foundation of the partnership between healthcare professionals and their patients

It is inappropriate for healthcare professionals to act in a sexual way towards colleagues with the effect or purpose of causing offence, embarrassment, humiliation or distress. Acting ‘in a sexual way’ can include verbal or written comments, displaying or sharing images, as well as unwelcome physical contact. It is important to be aware of and must follow professional guidance, like that of the General Medical Council (GMC) on Maintaining personal and professional boundaries and to follow an employing organisation’s policies on equality and diversity.

Trust is the foundation of the partnership between healthcare professionals and their patients - and patients must be able to trust that those involved in their care will behave professionally towards them not pursue a sexual or improper emotional relationship with them.

If a patient attempts to pursue a sexual or improper relationship with a healthcare professional, the professional should try to re-establish a professional boundary, if it is safe to do so. If trust has broken down it may be necessary to end the professional relationship. If a decision is reached to end a relationship with a patient, then it is important to seek advice and to follow organisational and professional protocols and guidance when doing so. 

Read more on: Professionalism
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