Patient-provider communication and interactions

Abstract

Communication between providers and patients serves as a fundamental building block upon which all elements of successful chronic care are built. Effective patient-provider communication is linked with improved health outcomes, better rapport in patient interactions, decreased utilization, and overall patient and provider satisfaction. Traditional models of patient-provider communication focus on the interactions that occur during face-to-face office visits, and mastering communication in these encounters remains crucial to the successful provision of chronic care. The evolving healthcare landscape requires that providers are proficient in communication within new models of care, such as group visits, team-based care, interactions via new technological channels, and shared decision-making. Providers must be prepared to communicate effectively when presented with challenging situations that can arise during the course of chronic care relationships, such as the need to deliver bad news, conflict management, cultural differences between patients and providers, and interaction with patient companions and advocates.