Good communication in healthcare: why it matters
Communication is a vital part of every healthcare provider’s operation.
The King's Fund estimates around 600 million patient contacts with doctors occur every year, along with countless encounters with other healthcare professionals, third-sector organisations and relatives - so it's important to communicate well.
Engaging patients and gaining trust
Many consultations involve patients and their supporters who may be anxious, very ill or face additional communication challenges. They may be in unfamiliar surroundings and unaccustomed to dealing with healthcare professionals and organisations.
For international medical graduates (IMGs) in particular, navigating these interactions be exceptionally challenging due to differences in cultural norms and communication styles.
There were 229,458 written NHS complaints in England in 2022-23 according to NHS Digital, with communication being the largest subject area at 16.6%. This shows how essential good communication is for a strong doctor-patient relationship, so that patients feel that they can be open and honest. This is key for all healthcare organisations because:
· Without trust, patients may withhold relevant information, making safe care more challenging to provide - and potentially leading to complaints.
· When communication is 'right', it leads to better relationships between healthcare providers and patients. When done incorrectly, it can have negative consequences for both patient care and doctors.
GMC guidance on communication with patients
The second domain of the General Medical Council's (GMC) core guidance for doctors - 'Good medical practice' - is all about patients, partnership and communication.
It emphasises the need to work collaboratively with patients and for doctors to show clear and effective communication. Doctors should provide evidence-based advice and demonstrate good listening skills.
The guidance reminds doctors to consider potential barriers to communication and to avoid using technical terms without checking understanding, especially under pressure. It also stresses the importance of recognising individual needs and avoiding assumptions.
GMC guidance on communication with colleagues
The third domain on colleagues, culture and safety echoes the previous guidance on patient communication. It states that "you must treat colleagues with kindness, courtesy and respect."
The guidance deals with the need for healthcare professionals to communicate clearly and respectfully. When this does not happen, it can be difficult to work in teams, and can be a source of complaints from colleagues to you as an employer or even to the GMC.
There is increasing evidence to show that well-functioning teams with good communication improve patient outcomes and create a better working environment (see here). Doctors often need to lead in clinical situations, so calm and effective communication is crucial for this role in particular.
Watching good colleagues communicate with their team and patients can be very helpful.
Common communication challenges
- Language barriers. Accents, idioms and medical jargon can complicate communication, even with proficient English speakers. Regional dialects and slang can also hinder understanding. Medical jargon and acronyms can be confusing, so healthcare professionals should be careful to avoid them when communicating with patients, colleagues and external agencies like coroners.
- Body language. Cultural differences may influence concepts of personal space, touch and eye contact. Healthcare organisations must be mindful of this. We see patients raise concerns around being touched 'inappropriately' but often this arises from not understanding what an examination will involve - so a lack of communication, rather than any ill intent.
- Additional communication needs. There is no 'one way' for all patients. Help from colleagues, support from relatives, translators and written materials can help your organisation ensure communication is effective. 360 feedback from patients and colleagues can also identify strengths and what we can do better on an individual basis.
- Patient-centred approach. The UK's approach to consent and decision-making focuses on a partnership with patients. The GMC prioritises listening to patients and shared decision-making, recognising that different patients will have different concerns about their health.
Tips for top-tier communication from your staff
- Healthcare staff should familiarise themselves with their medico-legal and ethical obligations (GMC).
- They should engage with continuous learning (CPD) and ongoing language training if needed, especially in relation to colloquial English.
- Staff should be encouraged to explore enjoyable ways to improve language skills, like films, television or social media.
- Healthcare staff should prepare for difficult conversations, such as breaking bad news, and ensure they won’t be interrupted whilst doing so.
- Healthcare staff should use clear language and check that patients understand the consultation and instructions.
- Organisations should ask staff who have worked in a local area about any unusual terms or slang words that they might hear.
- Healthcare providers should always apologise if they’re running late - setting a tone of mutual respect at the start of a consultation can be very helpful.
- Doctors and other healthcare workers should be encouraged to find local support groups with other IMGs to help them adapt to cultural and language differences.
- They should be supported to reflect on their own journey; many IMGs have faced challenges, and this gives a unique, valuable perspective.
- Healthcare staff should practise active listening - remember, two ears, one mouth!
- They should be mindful of their own needs; being HALT (hungry, angry, late or tired) can affect communication.
- Organisations should support healthcare workers to share experiences and reflect on feedback.
- Finally, your organisation can recognise that staff, as with anyone, are all works in progress.
Key takeaways
International medical graduates bring a wealth of valuable experience and cultural knowledge of cultures to medicine. All healthcare staff learn every day when practising medicine and by observing good colleagues.
Staff should seek out positive role models while developing their own style and strategies. Celebrating successes is crucial; significant events often focus on less desirable outcomes, but it's just as important to acknowledge cases where we have got things right.
Remember the importance of documentation. Clear, accurate and effective records support decision-making and patient care.
As an MDU Connect policy holder, you and your team have access to expert medico-legal and dento-legal guidance and support.
We encourage you to address issues early to pre-empt problems, so contact us for specific advice or explore our resources.
This page was correct at publication on 1st July 2025. Any guidance is intended as general guidance for members only. If you are a member and need specific advice relating to your own circumstances, please contact one of our advisers.
Risk advisory partner
Sarah Jarvis
Risk advisory partner
Oliver Lord
Risk advisory partner
John Dale Skinner
Risk advisory partner
Kathryn Leask
Risk advisory partner
Jerard Ross
Risk advisory partner
Ed Farnan
Risk advisory partner – dental
Leo Briggs
Risk advisory partner – dental
Sarah Ide