How can you communicate effectively with non-physicians?

1 Know your audience

The first step to effective communication is to know who you are talking to and what their needs, expectations, and goals are. For example, a patient may want to understand their diagnosis, treatment options, and prognosis, while an administrator may want to know the cost, efficiency, and quality of care. A family member may want to express their concerns, emotions, and preferences, while another staff member may want to collaborate, coordinate, or delegate tasks. By knowing your audience, you can tailor your message, tone, and style to suit their level of understanding, interest, and involvement.

2 Simplify your language

One of the biggest barriers to communication with non-physicians is the use of medical terminology, acronyms, abbreviations, or jargon that may be unfamiliar, confusing, or intimidating to them. To avoid this, try to simplify your language as much as possible, without losing the essential meaning or details. Use plain English, common words, and short sentences. Explain any technical terms, acronyms, or abbreviations that you have to use. Give examples, analogies, or visuals to illustrate complex concepts. Check for comprehension and ask for feedback or questions.

3 Be respectful and empathetic

Communication is not only about conveying information, but also about building rapport, trust, and respect. This is especially important when communicating with non-physicians, who may feel anxious, overwhelmed, or frustrated by the medical situation. To show respect and empathy, use active listening skills, such as nodding, paraphrasing, and reflecting. Acknowledge their feelings, concerns, and perspectives. Validate their experiences, opinions, and choices. Express your support, appreciation, and encouragement. Avoid being condescending, judgmental, or dismissive.

4 Be clear and concise

Communication with non-physicians should be clear and concise, without leaving room for ambiguity, misunderstanding, or misinterpretation. To achieve this, use simple and direct statements, avoid unnecessary details or repetitions, and organize your information logically and coherently. Start with the main point or conclusion, then provide the supporting evidence or rationale. Use transitions, headings, or bullet points to structure your message. Summarize the key points and action steps at the end. Confirm understanding and agreement.

5 Be adaptable and flexible

Communication with non-physicians may require you to adapt and adjust your approach depending on the situation, the context, and the feedback. For example, you may need to modify your language, tone, or pace according to the cultural background, education level, or cognitive ability of your audience. You may need to change your medium, format, or channel according to the availability, preference, or accessibility of your audience. You may need to revise your message, clarify your points, or answer questions according to the response, reaction, or confusion of your audience. Be open to feedback and suggestions, and be willing to learn and improve.

6 Be professional and ethical

Communication with non-physicians should always be professional and ethical, respecting the boundaries, roles, and responsibilities of your position. For example, you should always protect the privacy, confidentiality, and consent of your patients and their family members, following the relevant laws, regulations, and policies. You should always communicate with honesty, integrity, and accuracy, avoiding any false, misleading, or biased information. You should always communicate with courtesy, politeness, and civility, avoiding any rude, abusive, or inappropriate language or behavior.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?