Patients don't always hear what we say but respond more to our attitude, body language and tone of voice. Without eye contact they will feel we are not listening. If our voice sounds aggravated or rushed they feel we don't care or we are angry about having to attend to their needs. A calm and sensitive tone will have the opposite effect. Even our posture sends a message. Standing means we are in a hurry. Folded arms make us appear impatient and closed to communication. If we sit with our arms open we will be viewed as connected and having more time.
In addition to posture and tone, key words can communicate caring, compassion and concern. Here are some key phrases and words:
"For your safety I am checking your full name and birthday twice."
"To keep you fully informed we will call you as soon as your results are back."
"To be thorough the doctor has ordered further tests."
"To protect your privacy we will not release any information without your permission."
" Because we care about keeping you healthy, the doctor wants to see you in a month"
"For your comfort we put these heaters in the exam room"
Remember how powerful our words, attitudes and action are. They have a great ability to influence the outcome of our patients' care. We can do so much to help the healing process. BBL
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