How to improve the relationship between the doctors and their patients

Like in any personal or professional relationship, communication is essential for everything to go well. We are naturally communicative and cooperative beings, and what we truly value is a bidirectional relationship.

In an ideal relationship, ideas flow, opinions can be expressed freely, and we are able to empathize with different emotions. That sounds pretty logical, right?

So why does it sometimes feel so difficult to achieve an ideal doctor–patient relationship?

The issues discussed during a medical appointment often tend to be delicate and confusing. In addition, the academic level between doctor and patient is usually not the same, which can create quite a bit of turmoil.

At CMC, we’re aware that this is a widespread challenge across the country and in many medical centers and hospitals. After more than 16 years working with specialists from all sorts of therapeutic areas, we’ve gathered some of the most interesting and practical tips to strengthen the relationship with patients.

We hope this information is useful for you and that you can give it a try. Let’s go!

A patient who comes to the consultation is much more than a medical record with reports hastily written by an emergency room doctor. We’re talking about a human being worried about their own health. They are probably feeling nervous, confused, and impatient to understand what’s happening to them.

That’s when empathy must appear — and never disappear under any circumstances. The most important thing is to connect with their story, showing interest in their overall wellbeing, both emotional and physical. We also need to think about their families, who may be accompanying them.

Some patients might struggle to express how they feel or what is going on with them. Showing understanding is achieved not only by listening but also by using simple, clear, and accessible language.

They may have many questions. We know that the average time per patient shouldn’t be more than 5 minutes, and it’s difficult to summarize serious issues such as a disease or a delicate treatment in such a short time. Try to answer their questions with short, understandable explanations. Break down the information and make sure they have understood the first point before moving on to the next.

Remember that technical terms are for professionals — unfamiliar words make understanding much harder. And repeat, repeat, repeat. Don’t get frustrated if you need to explain the same thing several times; doing so will prevent misunderstandings that could make things worse.

What do you think is the first thing someone imagines when they hear the words “medical consultation”?

They probably picture a small room with cold artificial lighting, steel chairs, a hospital stretcher, and a window facing absolutely nowhere. In most cases, we can’t choose our workplace, but we should make an effort to find an appropriate space—especially when we need to communicate sensitive news to patients and their families.

In many hospitals, there are rooms specifically designed to create a safe environment where patients and relatives can express themselves and let their emotions flow without feeling intimidated or constrained by their surroundings.

If that’s your case, use them. And if you don’t have access to such a room, try to set up a more personal, warm, and less chaotic space so the conversation can unfold in the best possible way.

Did you know that there are different types of medical models? Some of them may work well with certain patients, while others are more effective depending on the circumstances.

Informative doctor

This is the professional who shares information about the condition and answers all the patient’s questions, but takes a less active role in the development and progression of the disease and its treatment.

It may sound comfortable, but it’s not always the best option. Giving the patient full control of the whole process can become a double-edged sword.

Paternalistic doctor

This doctor takes a more active role, makes decisions on behalf of the patient, and speeds up the process regarding tests and treatments.

This approach may be convenient for both parties, but it can also lead to a dependency on the doctor, which may not be beneficial in the long term.

In the end, everything depends on the patient you’re treating. Managing the case of an elderly person is not the same as treating a teenager. A patient with an active lifestyle will not react the same way as someone more sedentary.

The best thing you can do is adapt to each patient, show empathy, and be reasonable.

For a relationship to flow, you need to build a solid foundation; a healthy relationship is based on mutual respect and good communication. That’s why we recommend avoiding certain attitudes, such as:

• Do not exclude the patient from decision-making regarding their management plan.
  It’s true that you can speed up the process, but we’re talking about someone else’s life. Let them take the lead in their own care and support them in choosing the best path.
   
• Do not infantilize the patient.
  Doing so can break mutual trust and respect. Don’t speak to them as if they can’t understand or make their own decisions. They are the protagonists — the rest of us are here to support them.
   
• Do not moralize the patient.
  Simply put… don’t judge. Respect their decisions and avoid making them feel uncomfortable. Otherwise, communication will shut down and trust will be lost.
   
• Talk about everything.
  There are topics we might be tempted to skip, but that would be a mistake. We must address issues that are sensitive or even taboo. Many diseases can affect self-esteem or sexuality, and that needs to be normalized from the very beginning. Likewise, if you need to discuss alcohol or drug use, the sooner the better.

Nobody comes out of university knowing everything. We all need to keep improving and gaining experience. We can learn from many different professionals — those at the same level, those with more experience, and even those with less.

Human qualities truly shine, and the feeling the patient receives from genuine care is incomparable.

Remember that the foundation of an excellent relationship is mutual trust, effective communication, and respect. Why not exchange ideas with some of your colleagues? Accept their advice and help others improve as well.

We are absolutely sure that this beautiful process will lead to success with each of your patients throughout your entire professional career.