Communication, Behavioural Skills and Patient Rights
The communication basics
Communication has a sender, message, channel and receiver, plus feedback. Use simple language, short sentences, eye contact, a calm tone and an interpreter for another language. Non-verbal cues - posture, expression, touch with consent - often carry more than words. Active listening means nodding, paraphrasing and not interrupting. Open questions invite information; closed questions confirm facts.
Structured handover: SBAR
Situation, Background, Assessment, Recommendation. For example: Situation, Mr Patil in bed 12 has new breathlessness. Background, COPD, admitted yesterday. Assessment, respiration 28, SpO2 90%, speaks in short phrases. Recommendation, please review now. This keeps the message short and complete.
Behavioural skills and rights
Punctuality, honesty, teamwork, confidentiality and respect regardless of caste, religion, gender, HIV status or disability. The Charter of Patients' Rights (MoHFW, 2019) covers the right to information, informed consent, confidentiality, a second opinion, dignity, non-discrimination, safety and grievance redressal. The Clinical Establishments Act, 2010 also obliges establishments to display rights and charges.
Communication with special groups
With a hearing-impaired patient, face them and use written notes; with a visually impaired patient, announce yourself and describe procedures; with children, use simple words and involve the carer; with a ventilated patient, use a communication board.
Worked example
A patient's relative asks the GDA whether the biopsy showed cancer. The GDA says the doctor will discuss the results, offers to arrange a meeting, and does not guess. Reasoning: sharing results without authority breaches confidentiality and the right to appropriate information.
Traps
Using jargon, saying don't worry instead of listening, discussing patients in lifts or on social media, and giving medical advice beyond GDA scope.