Verbal and non-verbal communication for effective patient education
Verbal communication for patient education
Let’s look at three key practice pointers:
A) Clarity and simplicity in language
Patients vary in their health literacy levels, meaning physiotherapists must adjust their language to be clear, simple, and jargon-free. Studies show that using complex medical terms can lead to confusion and anxiety, reducing a patient’s ability to follow advice effectively (Weiss, 2007; Schillinger et al., 2003).
Key strategies for clear verbal communication:
Use lay terms instead of medical jargon, for example:
- instead of “anterior,” say “front”
- replace “proprioception” with “your body’s awareness of movement and position”
- use “movement” rather than “mobilisation”
- instead of “We need to increase your knee’s load tolerance,” say “Your knee will get stronger as we gradually build up how much it does”.
Break down information into digestible parts using the “chunk and check” technique:
- Present one concept at a time
- Check understanding before moving on
- Summarise key points at the end of the discussion to reinforce understanding
B) Active listening
Effective patient education is not just about what is said but also how the physiotherapist listens and responds. Active listening involves paying full attention to the patient, acknowledging their concerns, and clarifying their understanding. Importantly, research suggests that patients who feel heard and understood are more likely to engage in their treatment plan (Epstein et al., 2005; Haskard-Zolnierek & DiMatteo, 2009).
Elements of active listening in patient education:
- Reflective listening. Repeating or paraphrasing the patient’s words to ensure understanding
- Clarifying questions. Asking open-ended questions to encourage discussion.
- Empathic responses. Recognising and validating the patient’s feeling. For example if the patient is stressed or discouraged by their symptoms, acknowledge this and reassure them.
C) Encouraging participation and shared decision making
Patient education is most effective when communication is collaborative. Shared decision-making empowers patients to take an active role in their care, improving adherence to treatment plans (Elwyn et al., 2012).
Here are some communication techniques that can specifically foster collaboration:
- Ask about patient goals, beliefs, concerns and priorities.
- Offer choices when possible
- Check in on patient understanding throughout the session.
We will start to look at these approaches more specifically and see some examples in our upcoming chapters.
Non-verbal communication for patient education
While verbal communication is crucial, non-verbal cues influence how messages are perceived and understood. Non-verbal communication includes many things such as our body language, facial expressions, tone of voice, and gestures, all of which can reinforce or even contradict what we are saying.
Body language and posture
- Maintain open body language. Facing the patient directly with an upright posture conveys attentiveness, engagement and confidence.
- Avoid closed-off gestures. Crossed arms or looking away can make a patient feel dismissed or unheard.
- Use appropriate proximity. Standing or sitting at eye level rather than towering over the patient creates a sense of partnership.
Facial expressions and eye contact
- Maintain natural eye contact. This signals interest and helps build rapport. However, be mindful of cultural differences, as excessive eye contact may feel uncomfortable for some patients.
- Facial expressions should match verbal messages. Smiling when discussing a serious issue can seem dismissive, whereas a concerned expression can convey empathy.
Tone and pace of speech
- Speak in a calm and steady tone. A rushed or impatient tone can make patients feel like they are not being given enough time to understand.
- Adjust speaking pace based on patient reactions. If a patient appears confused or overwhelmed, slowing down can help improve comprehension.
