A Compassionate Communication Refresher for Clinicians Experiencing COVID Fatigue
If the stress of the pandemic has challenged your patient communication skills, here's how you can reestablish rapport.
Fam Pract Manag. 2021 Jul-Aug;28(4):30A-30E.
Author disclosures: no relevant financial affiliations.
Published online ahead of the July/August 2021 issue of FPM on June 21, 2021.
COVID-19 introduced several barriers to effective doctor-patient communication. Personal protective equipment (PPE) complicated our ability to read and understand one another's nonverbal cues, and often made verbal communication more difficult as well. Physical distancing and isolation removed the role of physical touch from patient visits and kept families apart during times of illness. And telehealth further complicated doctor-patient interactions. Each of these barriers were necessary to slow the spread of disease, but they contributed to fatigue, poor attitudes, and poor communication.
While our communities are beginning to open up, and our fear of getting the virus has lessened as more individuals have gotten vaccinated, we likely still face months of continued safety measures. For example, although many practices no longer require physicians to wear face shields, they do still require face masks.
As COVID-19 fatigue has grown, physicians and their staff members may have become lax in employing good communication strategies — such as “smiling with our eyes” behind the masks. We may not be trying as hard any more to make personal connections. Therefore, it is a good time to check in on how we are communicating with our patients and how we can reestablish rapport.
COVID-19 safety measures and COVID fatigue have made doctor-patient communication more difficult.
Effective verbal and nonverbal communication helps patients feel safe, which allows them to share more comfortably the physical and emotional aspects of their illness.
Even with face masks, physical distancing, and telehealth, physicians can take simple steps to improve their communication and deepen their connections with patients.
WHY COMPASSIONATE COMMUNICATION MATTERS
Research makes clear that compassionate caring as manifested in therapeutic communication techniques is essential for patient care and for our own well-being.1 Therapeutic communication techniques help the clinician establish effective, patient-centered interactions and have a wide variety of effects on patient care, such as improving patient adherence, lowering the chances of malpractice claims, increasing the number of favorable medical outcomes, increasing patient satisfaction, and improving efficiency. The more effectively a clinician communicates verbally and nonverbally, the more likely patients are to feel safe, which in turn allows them to share more comfortably the physical and emotional aspects of their illness. In response, the clinician can properly formulate a diagnosis and prepare a treatment plan that
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