As Chinese Medicine (CM) practitioners our ability to communicate is essential. Successful interaction forms the basis of good clinical practise and is regulated by the Chinese Medicine Board of Australia Code of conduct.
As practitioners we speak to people of varying educational, cultural and social backgrounds and to do this effectively we must do so in a courteous, patient, compassionate and honest manner. We should encourage and support patients to be well-informed about their health and assist them in making informed decisions about their healthcare management, lifestyle and treatments. We can do this by providing information and advice to the best of our ability in accord with their needs and ensuring that we do not practise outside our scope of practice. We must make sure that our personal views do not affect the care of a patient adversely and that informed consent is obtained for the treatment plan/s and services we provide.
Effective communication includes:
- speaking and writing clearly and concisely
- actively listening to the patient – to understand the patient’s condition for which treatment is being sought
- knowing and understanding the patients’ expectations.
It is important to pass information between us and our patients in a manner where there is no mistake about the meaning of the information and/or how this is used – often printed information is useful. We need to record not only pertinent information collected from the patient but also the advice/instruction that we give – see Chinese Medicine Board of Australia Guidelines for patient records.
Communication tips
- Speak slowly – be patient
Certain words can sound very similar to one another if they are spoken very quickly, especially if English is a second language, or the patient has a hearing problem. Take the time to speak slowly and carefully, ensuring your words are less likely to be mistaken by others.
- Speak clearly, not necessarily louder
Sometimes people have the inclination to raise their voice dramatically and speak louder to people who have a hearing impairment in an effort to make themselves understood. Shouting tends to make it harder for the person to comprehend. Instead of speaking louder, try speaking slower and more clearly.
- Avoid using slang or complicated terminology
Practitioners need to use language which can be understood clearly by the patient and there may be times when you need to explain certain terminology. To ensure good communication try to use simple words rather than complicated terminology or inappropriate slang. Do not use slang terms; these are neither fitting nor appropriate.
- Listen
One of the most important skills for effective communication is being able to actually stop and listen to what is being said by the other person. To ensure that the communication is effective, learn the simple trick of reflecting on what the person is saying to you, repeat what has been said in your own words, thereby allowing the person to correct you if you have misinterpreted the information. This also applies if you have given the patient instructions, make sure the instructions are written, ensure the patient can understand the instructions and can repeat important information back to you.
- Body Language
In addition to speaking you also communicate with facial expressions, your hands and posture. Ensure that what you are saying is reflected in your body language and that you are not sending conflicting messages.
- Know the issues with which you have difficulty
Everyone has issues with which they have difficulty handling – get to know yours and find ways around them. For instance, if you know that a person crying will affect your communication skills, learn ways to manage such situations to minimise any discomfort.Prepared by Ms Christine Berle