Posts Tagged: communication

What’s so important about your communication skills?

Over the last 3 months I have considered in-depth consent, handling complaints and communication on the blog, lives and webinars. Repeatedly as I have looked at these subjects it has been re-emphasised to me that communication is a key to success in practice. In fact, this thought was being echoed in a live this week by Greg Todd a coach for Physical Therapists. The best osteopaths are going to be the ones who are the best communicators. What do I mean by best? Those whose patients are most satisfied with Continue Reading »

Listen

The previous blog in this series on communication considered non-verbal communication – the message that your practice conveys through it’s leaflets, website and practice environment. Today we are going to think about listening. Last week I pointed out that the first sentence in the Osteopathic Practice Standards guidance is ‘Poor communication is at the root of most patient complaints’. The first sentence of the standards is ‘You must listen to your patients and respect their, individuality, concerns and preferences.’ Listening is fundamental to good communication and good patient care. The Continue Reading »

Communication – everything but words

Communication is not just about the words that come out of your mouth it’s about the whole patient journey from their first contact with your patient to your last. We have previously considered consent and complaints and I have stated several times how communication is key to good consent and complaints processes. The OPS begins with communication as this forms the basis for demonstrating good practice standards. You communicate your standards through every aspect of your practice – the information on your website, your branding, your advertisements, social media, your Continue Reading »

Shared Decision Making

Shared decision making is the basis for consent and communication.  Over many years there has quite rightly been a drive away from paternalism in healthcare.  This has led to emphasis on shared decision making where the patient and practitioner both contribute to formulating the plan of action. Paternalism still persiting Despite many years of trying to influence change paternalism is still present in our healthcare system.  Dr Oliver Thompson demonstrated in his research that it is still present in osteopathy, which many osteopaths will not be surprised to learn:   Continue Reading »

Communication in Osteopathic Clinics

What is communication? Communication is “the imparting or exchanging of information by speaking, writing, or using some other medium.” You may already have read our recent blogs that looked at words the harm and words that heal and how words can be nociceptive.  Today we are considering how you communicate and the purpose of communication in your clinic. Within your clinic there are many ways you communicate to your patients – both verbal and non-verbal: The practice environment Your reception staff Website and literature First impressions Your persona/body language Patient Continue Reading »

The Osteopaths’ role as an Educator

Osteopaths have a wealth of knowledge about health and wellness which can be used to promote the wellness of the general population.  Training has equipped you to be a healthcare practitioner but how well are you to be an educator? How do you educate patients? You educate patients when you: Explain what osteopathy is Explain the benefits and risks of osteopathy Explain the reason for their symptoms Treatment choices Empower them to take an active role in regaining health Your patients will come with a set of beliefs about their Continue Reading »

Patient Education part 2: Words that heal

Communication is not just about the words we use but also the way in which we deliver those words.  In order to provide helpful words to patients, you need to understand what their beliefs and understanding of their condition is.  What are they avoiding?  What do they think the long-term effects of their condition will be? Placebo/nocebo response to sham intereventions is a very interesting phenomena.  Why do people have responses to sham treatments and some very dramatic responses at that?  There are many extreme examples that could be cited.  Continue Reading »

Patient Education Part 1: Words that Harm

When we think of communication the primary tool that comes to mind is speech.  Within the clinic setting we have an extremely important role in communicating with our patients an understanding of their condition.  Arguably the most important role we play is as health educators.  Research is showing again and again that one of the keys to better outcomes with patients is education in order to empower patients to take control of their own health. The words we use to communicate to our patients an understanding of their condition can Continue Reading »

The Patient story…

This is the first post in our new series on Communication. One of the key components of clinical practice is successfully understanding the patient story.  This is the foundation of understanding the clinical, educational, and psychological needs of the patient. Here are a few principles to help with effective communication and understanding the patient: Don’t Interupt You may have heard the commonly quoted 23 seconds that it takes before a practitioner usually interrupts a patient’s story.  However, if you let your patient speak continuously, most will finish after 60 seconds Continue Reading »