How do you communicate effectively with patients and families?

September 24, 2025 •

5 min read

According to the Agency for Healthcare Research and Quality (AHRQ), effective communication is a cornerstone of patient safety and high-quality care. Understanding how you communicate effectively with patients and families is crucial for fostering trust, reducing anxiety, and improving overall health outcomes.

Quick Summary

Achieving effective patient communication involves active listening, using plain language, demonstrating empathy, and respecting cultural backgrounds. It also requires involving families in shared decision-making and mastering both verbal and nonverbal cues to build a trusting and supportive relationship.

Key Points

Active Listening: Pay undivided attention by sitting down, using verbal cues, and reflecting on what is said to foster trust and gather crucial information.
Plain Language: Avoid medical jargon and use simple, clear explanations to empower patients and families to understand their care and make informed decisions.
Empathy and Nonverbals: Express genuine care through compassionate language and open body language, as nonverbal cues can significantly impact patient perception and satisfaction.
Involve Families and Cultural Competence: Designate a family point person, involve families in decision-making, and use professional interpreters to respect patient privacy and diverse cultural backgrounds.
Master Difficult Conversations: Prepare for sensitive discussions by creating a private setting, delivering information in chunks, and focusing on patient values and goals.
Leverage Technology: Utilize tools like patient portals and telehealth to provide regular updates and facilitate asynchronous communication, enhancing engagement outside of in-person visits.

The Importance of Building Trust and Empathy

Effective communication goes far beyond simply conveying medical information; it is the foundation of a strong patient-provider relationship. A positive rapport, built on trust and empathy, encourages patients and their families to share vital information, adhere to treatment plans, and feel more in control of their health journey. Without it, patients may feel unheard, leading to misunderstandings, dissatisfaction, and potentially poorer health outcomes.

Core Communication Strategies for Healthcare Providers

Master Active Listening

Active listening is one of the most powerful tools in your communication arsenal. It involves giving your undivided attention to the patient and their family. Instead of just waiting for your turn to speak, focus on understanding their perspective, concerns, and emotions.

Sit Down: Taking a seat puts you on the same level as the patient and sends a powerful nonverbal message that you are not in a rush.
Listen Intently: Allow the patient to speak uninterrupted for the first minute or two. This can often reveal crucial information that might otherwise be missed.
Verbal Cues: Use verbal affirmations like “I see,” “Mmhmm,” or “Go on” to show you are engaged.
Reflect and Paraphrase: Summarize what you have heard in your own words to confirm your understanding and validate their feelings.

Use Plain, Jargon-Free Language

Medical terminology can be overwhelming and confusing for non-medical audiences. Simplify complex concepts into clear, easy-to-understand language. When you must use a technical term, explain it clearly. This empowers patients and families to make informed decisions and reduces anxiety related to misunderstanding a diagnosis or treatment plan. Visual aids, diagrams, and handouts can also reinforce key points.

Practice the 'Teach-Back' Method

The 'teach-back' method is a simple yet highly effective way to confirm a patient's or family's understanding. After explaining a concept, ask them to repeat the information back to you in their own words. Frame it as a check on your own communication skills rather than testing them. For example: “I’ve just gone over a lot of information. To make sure I explained it clearly, can you tell me what you understood about the new medication?”

Communicating with Patients and Families

Involving Families in Care

For many patients, family members are an integral part of their support system and play a key role in managing their health.

Identify a Point Person: Early in an admission or new diagnosis, identify a primary family contact. This centralizes communication, prevents confusion, and respects the patient’s wishes regarding privacy (HIPAA).
Hold Family Meetings: For serious conditions, schedule a formal meeting with the patient and key family members. This provides a dedicated time to discuss prognoses, treatment goals, and expectations in a private setting.
Provide Regular Updates: Offer consistent and timely updates to the designated family contact. This proactive communication reduces family anxiety and demonstrates that they are valued members of the care team.

Honoring Nonverbal Communication

Your body language speaks volumes. Be mindful of the messages you are sending unconsciously.

Maintain Appropriate Eye Contact: This shows you are engaged and attentive.
Open Posture: Avoid crossing your arms, which can signal defensiveness. An open, relaxed posture is more welcoming.
Facial Expressions: A gentle, concerned expression or a reassuring smile can convey empathy and put others at ease, even when wearing a mask.
Use Hands with Purpose: Appropriate gestures can emphasize a point, but avoid fidgeting, which can be distracting.

Navigating Difficult Conversations

Some of the most challenging, yet most important, conversations involve sensitive topics like a poor prognosis, end-of-life care, or conflicting treatment wishes.

Prepare Thoroughly: Review the patient's chart, gather relevant information, and anticipate potential emotional reactions. Choose a private, quiet setting with minimal interruptions.
Start with Empathy: Acknowledge the gravity of the situation and the patient’s feelings first. Statements like, “This must be very difficult to hear,” can open the door for a more productive dialogue.
Deliver Information in Chunks: Provide information in small, manageable pieces. Pause frequently to allow the patient and family time to absorb the news and process their emotions.
Discuss Values and Goals: Shift the focus from what is medically possible to what is most important to the patient. Explore their values, priorities, and what a good quality of life means to them.

Addressing Barriers and Promoting Cultural Competence

Communication barriers can include language differences, health literacy levels, and cultural beliefs.

Utilize Professional Interpreters: Never rely on family members for interpreting sensitive medical information, as this can lead to miscommunication and ethical issues. Use professional, trained interpreters when needed.
Understand Cultural Norms: Recognize that an individual's cultural background can influence their health beliefs, decision-making preferences, and comfort with medical interventions. Inquire about their preferences rather than making assumptions.

Comparative Look at Communication Models


Feature	AIDET Model	RESPECT Model
Primary Purpose	Patient experience and relationship-building	Cultural sensitivity and rapport-building
Key Steps	Acknowledge, Introduce, Duration, Explanation, Thank you	Rapport, Empathy, Support, Partnership, Explanations, Cultural Competence, Trust
Best Application	For general patient interactions to enhance engagement	For communication across diverse cultural backgrounds
Focus	Structuring the encounter for clear, positive interaction	Building trust and understanding by addressing cultural biases
Example	Introducing yourself and explaining a test's duration	Using plain language and inquiring about cultural practices

Empowering Patients Through Technology

Technology plays an increasingly important role in modern healthcare communication. Patient portals, secure messaging, and telehealth services offer new avenues for dialogue and education.

Patient Portals: Encourage patients and families to use secure portals for questions and follow-ups. This provides a written record of communication and allows for asynchronous discussions.
Telehealth: Use video or phone consultations for follow-up appointments. These platforms can offer a more intimate and personal connection, especially for geographically distant family members.

Conclusion: A Commitment to Lifelong Learning

Mastering effective communication is a continuous process that requires self-reflection and practice. Prioritizing patient and family engagement not only improves individual health outcomes but also enriches the experience for providers. By committing to active listening, clear language, empathy, and cultural competence, you can build powerful relationships that make a lasting, positive impact on everyone involved. For additional training and resources on improving communication, you can explore offerings from reputable organizations such as the American Academy of Family Physicians (AAFP)(https://www.aafp.org/family-physician/practice-and-career/managing-your-career/physician-well-being/creating-a-culture-of-well-being/listening-techniques.html).

Frequently Asked Questions

Use plain, jargon-free language and the 'teach-back' method. After explaining a concept, ask the family to repeat it in their own words. This confirms their understanding and helps you clarify any misconceptions.

Acknowledge and validate their feelings by saying, 'I can see this is very upsetting.' Remain calm and empathetic. If the situation escalates, set firm boundaries or, if necessary, involve security, as your safety and well-being are paramount.

Always use a professional medical interpreter, either in person or via video call. Never rely on family members or friends for translation, especially for sensitive medical details, to avoid miscommunication and protect patient confidentiality.

To prevent last-minute questions, ask the patient and family if there is anything else they'd like to discuss after their initial concern is addressed. Setting a clear agenda at the beginning of the visit helps ensure all important topics are covered.

With the patient's consent, communicate with a designated family point person via regular phone calls or secure messaging through a patient portal. This ensures they are kept in the loop and can participate in care decisions.

Nonverbal cues like body language, eye contact, and posture are extremely important. They can convey empathy, build trust, and put patients at ease. An open posture and attentive demeanor show that you are fully engaged and listening.

The RESPECT model is an acronym for building patient-provider relationships, emphasizing Rapport, Empathy, Support, Partnership, Explanations, Cultural Competence, and Trust. It provides a framework for addressing cultural biases and enhancing cross-cultural communication.