Optimizing Communication in the Outpatient Setting

In this episode, Dr. Bradley Block joins Dr. Gopi Shah and Dr. Ashley Agan to discuss tips for trust building and nonverbal communication with patients.

Dr. Block starts by sharing how he facilitates introductions at the beginning of a visit. He identifies himself as the doctor, and asks the patient about their preferred name and pronouns. Then, he acknowledges the patient’s discomfort and/or pain associated with their chief complaint. These patient-centered approaches help build trust and ensure the patient’s voice is being heard.

Nonverbal communication can also build trust. Dr. Block recommends moving computers to the side to ensure that they are not impeding communication. Additionally, patients will often mirror the physician’s level of engagement. One way to show engagement is to repeat the patient's words back to them.

Finally, we discuss methods of communication with disgruntled patients. For example, asking them to verbalize their specific concerns can make them feel seen and heard. Dr. Block emphasizes that in order to be effective, communication strategies must be consistent across all providers and staff in the clinic.