Oncology Practice Management and the Practice Management Institute are proud to present our exclusive series on optimizing the patient experience. In this month’s edition, we present strategies to promote effective communication with patients. This article was reviewed by Jan Hailey, MHL, CMC, CMCO, CMIS, CMOM, CMCA-E/M, and the writing was assisted by AI technology (OpenAI [2024] ChatGPT version 4 [Large language model]).
Effective communication is the cornerstone of high-quality oncology care, facilitating better patient understanding, engagement, and outcomes. For staff in oncology practices, mastering the nuances of patient communication is essential, particularly given the complex nature of cancer care and the emotional challenges patients often face. In addition, effective communication is linked to many positive medical outcomes. Drawn from the latest recommendations from leading healthcare organizations and communication experts, here are 5 tips for oncology practice staff to optimize communicating with patients.
1. Practice Empathetic Listening
Empathetic listening—when staff give patients their full attention, acknowledge their feelings, and respond with sensitivity and understanding—fosters trust and encourages patients to share their concerns more openly.
2. Provide Clear and Simple Explanations
Using clear and simple explanations when discussing diagnoses, treatment options, and care plans and avoiding medical jargon can help patients fully understand their health situation, the proposed care approach, and instructions from healthcare providers. The teach-back method is one useful tactic to accomplish this. This method involves asking patients to repeat information back to the provider in their own words. This technique allows providers to confirm the patient understands their treatment plan and instructions. It is a simple yet powerful tool to enhance understanding, adherence, and outcomes by empowering patients to be actively involved in their care.
3. Provide Patient Education Materials
Providing patients educational materials that are relevant, easy to understand, and culturally sensitive can help reinforce verbal information and allow patients to review details at their own pace and share the information with family members. It is important to understand that different patients will absorb information better in certain formats. Thus, ask patients how they prefer to learn: reading, listening, or doing. Once the patient has assimilated the materials, he or she will often feel more confident in participating in their care decisions.
4. Encourage Questions and Participation
Inviting questions promotes patient involvement in their care. Creating an environment where patients feel comfortable asking questions and expressing concerns leads to more informed and engaged patients, enhancing the decision-making process.
Effective patient communication is a skill that can significantly enhance the care experience for individuals undergoing cancer treatment.
5. Ensure Regular Follow-up and Support
Regular follow-up communication and support, particularly for patients undergoing complex treatment regimens, is critical. Follow-up calls or messages can provide patients with an opportunity to ask follow-up questions, report symptoms, and receive ongoing support.
Conclusion
Effective patient communication is a skill that can significantly enhance the care experience for individuals undergoing cancer treatment. By practicing empathetic listening, providing clear explanations, offering educational materials, encouraging active participation, and ensuring regular follow-up, oncology practice staff can play a pivotal role in supporting patients through their cancer journey. When communication is at its most effective, health outcomes are improved and patients experience better satisfaction with their healthcare.
