Mastering Patient Communication in Healthcare

Strategies to Improve Satisfaction and Build Trust

By Tania Chevalier, CMPE

Introduction: Communication Is Clinical Care

Clear and thoughtful communication is one of the most powerful tools in any medical practice. It is not just an administrative skill. It is a clinical one that affects outcomes, drives patient satisfaction, and directly impacts the practice’s reputation and growth. Communication can either build trust or create confusion at every touchpoint, from the front desk to the exam room to digital interactions.

When communication breaks down, it often leads to misunderstandings, negative reviews, or patients who fail to follow through on their treatment plans. These situations can grow into more serious concerns if not addressed promptly. The good news is that small, consistent improvements at every level of the practice can make a measurable difference. This article outlines practical strategies for physicians, managers, and staff to create a stronger, more patient-centered communication culture.

Let Your Values Lead Your Practice

Every practice operates within a culture shaped by values, whether they are defined or not. Each team member brings personal values to work, but without a shared set of practice values, everyone may be guided by their own priorities instead of the organization’s.

For example, you might value excellence, but shortcuts can follow if your team believes volume matters more than quality. Once the leadership team defines and models the practice’s values, everyone has a clear framework for how to behave and communicate.

Common practice values include:

Excellence
Integrity
Safety
Respect
Kindness
Service

Defining and sharing these values is only the first step. Embedding them into every aspect of operations makes them real. Practices that intentionally live out their values in daily work create cohesive, high-functioning teams that deliver a consistently positive patient experience.

Coaching From Your Values

Coaching through the lens of shared values is a powerful way to build accountability and ownership. When staff know that their actions are measured against values like empathy, integrity, and excellence, they are more likely to take responsibility for how they communicate and serve patients.

For example, if a front desk employee uses a cell phone during check-in and one of your values is service, a private coaching conversation can connect the behavior to that value. Being fully present communicates respect for the patient’s time and sets the tone for their visit.

By framing coaching around values rather than rules, you create a culture of shared responsibility instead of top-down correction. Recognizing and reinforcing positive behaviors also strengthens team morale and encourages consistency.

The Front Desk Sets the Tone

A patient’s first impression of your practice forms before they ever meet a provider. The initial phone call, website chat, or greeting at check-in communicates what the practice values. A warm tone, clear instructions, and professional demeanor reassure patients that their time and health matter.

That responsibility continues throughout the visit. A medical assistant’s calm reassurance can ease anxiety, while a provider’s clear explanations and patient-friendly language help build trust. When every team member communicates consistently, patients feel safe, respected, and confident in their care.

Training and Consistency Are Key

Most staff hired into medical practices have never received formal communication or customer service training. Many bring habits from previous offices that may not align with your practice’s goals. Without intentional training, even well-meaning employees may miss opportunities to improve the patient experience.

Excellent communication is not a one-time event. It is an ongoing process. Regular team discussions, role-playing, reviewing patient feedback, and reinforcing expectations keep skills sharp. Treating patient communication training with the same importance as HIPAA or OSHA training elevates the standard of care and reduces stress for managers and providers.

Scripts, reference sheets, and short refreshers can give staff confidence to handle challenging moments without “winging it.”

Use Active Listening to Strengthen Relationships

It is easy to hear without truly listening. Active listening means paying attention not only to a patient’s words but also to their tone, expression, and what is left unsaid.

A useful tool is the teach-back method. After explaining instructions, ask patients to repeat them in their own words. The goal is not to test them, but to confirm understanding. You can also use validating phrases such as:

“What I’m hearing you say is…”
“It sounds like this has been bothering you for a while.”

Small gestures like these help patients feel heard, reducing misunderstandings and increasing adherence to care plans.

Use the THINK Model for Thoughtful Communication

The THINK model helps staff pause and self-check before speaking, especially during stressful or emotional moments:

T – Is it True?
H – Is it Helpful?
I – Is it Inspiring?
N – Is it Necessary?
K – Is it Kind?

When everyone uses this mindset, it builds a culture of clarity and respect.

Use the LAST Model to Handle Difficult Conversations

Every practice faces moments of patient frustration about scheduling, billing, or care expectations. The LAST model provides a simple roadmap for these situations:

L – Listen without interrupting.
A – Apologize sincerely, even if you did not cause the issue.
S – Solve the problem or offer the next best step.
T – Thank the patient for sharing their concern.

Patients often remember not the problem itself but how it was handled. Modeling empathy and professionalism turns potential complaints into loyalty-building moments.

Phrasing Techniques That Build Clarity

Miscommunication often comes from vague or assumptive language. Phrases like “You’ll be in and out” or “It should be covered” can create false expectations. Instead, use phrasing that acknowledges variables:

“Based on what your insurance shows, here’s what we expect…”
“It looks like your deductible may apply, so we’ll confirm before your next visit.”
“Here’s the next step we recommend and why it’s important…”

These small wording shifts promote understanding and trust at every touchpoint, from scheduling to billing to clinical explanations.

Meet Patients Where They Are (Including Digitally)

Every patient has a preferred way to communicate. Some prefer a phone call, while others want a text, email, or secure web chat. Offering multiple HIPAA-compliant channels shows respect for patient preferences while reducing call volume and follow-up errors.

When the team is trained to use these tools effectively, digital communication can extend care, strengthen relationships, and simplify operations.

Conclusion: Strong Communication Strengthens Everything

When communication improves in a medical practice, everything improves. Patients feel cared for, staff feel confident, and providers experience fewer misunderstandings. These improvements do not require expensive technology. They start with intention, empathy, and consistency.

Every conversation is an opportunity to build trust. When trust grows, so does the practice.

Tania Chevalier, CMPE, is a Certified Medical Practice Executive through the Medical Group Management Association (MGMA) and author of Medical Practice Makeover: 21 Ways to Calm the Chaos and Achieve Excellence. With over 30 years of experience, she helps healthcare leaders and teams deliver VIP-level care through values-driven leadership, communication training, and operational excellence. For practices that want to improve their communication skills, Tania’s online course Everyone’s a VIP: Mastering Patient Communications for Excellence provides practical, ready-to-use training for medical teams. Learn more at TurnKeyMD.com/VIP or email Ashlynne Tyler at ashlynne@turnkeymd.com.