Communication, Professional Behaviour and Patient Rights
Communication that works
Use open questions (“What worries you most today?”), active listening, eye contact at the patient's level, a calm tone and simple language. Avoid jargon. Confirm understanding with teach-back: ask the patient to repeat the instruction in their own words. Use an interpreter or a family member only with the patient's permission. Barriers include language, hearing loss, pain, fear, low literacy and your own assumptions.
Handover and teamwork
Handover must be structured (SBAR) and must include allergies, fall risk, isolation status and pending investigations. Speak respectfully about colleagues and patients; never criticise a colleague in front of a patient.
Professional behaviour
Punctuality, clean uniform, visible ID badge, no mobile phone use in clinical areas, no smoking or eating in patient areas, confidentiality, honesty about mistakes, and staying within your scope. Boundaries matter: no personal relationships, gifts or money, and no sharing your own problems with patients.
Patient rights
Under the national patient rights framework a patient has the right to information about their condition and treatment, informed consent, privacy and dignity, confidentiality, a second opinion, non-discrimination, an explanation of costs, and to complain. The Patient's Charter is usually displayed in the OPD.
Worked example
A patient refuses a bed bath, saying she feels ashamed with a male attendant present. Reasoning: dignity and consent outweigh routine. Do not force the bath. Offer a female attendant, allow the patient to wash herself with privacy, cover her, explain what you will do and when, and document the refusal and what was offered.
Traps
- Arguing with a patient about their refusal.
- Promising “the doctor will come in five minutes” when you cannot know.
- Discussing a diagnosis with relatives without the patient's consent.
- Gossiping about cases in the canteen.