“Are we using technical terms? That are not appropriate for any patient?" This was a physician group administrator talking with me on the phone. This group had reached out to me, and I was asking about the problems they were facing. This was one of the first things the administrator said. I hear versions of this question from many providers. You know by now that high … [Read more...]
Communication, and the death of a pet
“We’ll see you and Katie on Monday. Take it easy this weekend,” the vet tech says on the other end of the phone. “Thanks,” I say, and my voice can’t escape cracking, and I hang up the phone and cry. It’s Saturday. The Monday appointment will likely have only one outcome. I am standing at my bedroom window looking out. Katie is curled up in her spot on the sofa in the … [Read more...]
Are you making these 6 mistakes in your cross-cultural communication?
Cross-cultural communication is one of the more critical communication issues in healthcare today. And for good reason. Cross-cultural communication training is helpful to numerous outcomes. And when it's missing, outcomes suffer. Here are some common pitfalls when it comes to communicating across difference - and what you can do to avoid them. Mistake #1: Forgetting … [Read more...]
The easily-overlooked first step in cross-cultural communication
An OB-GYN and I were talking about a recent presentation she’d seen from a leader in her field. I heard in her voice how much she’d enjoyed the presentation, and we spent some significant time talking about it. She was encouraged by this physician’s thoughtful comments on some of the complexities in physician/patient communication. She was especially interested in issues … [Read more...]
25 different ways to elicit important information
I recently heard a Family Practice Physician comment on the importance of follow-up questions. He mentioned how it’s easy to ask a patient, “Do you smoke?” and if their answer is “no,” to move on to the next issue. He said providers were “missing opportunities for follow up questions,” even though the patient had said they did not smoke. Such follow-up questions might … [Read more...]
