NAME: TAN RUI ERN
STUDENT ID: DPH18056003
BATCH: 55 (05/2018)
TOPIC: COMMUNICATION IS ESSENTIAL FOR OPTIMUM TREATMENT OF
PATIENT. DISCUSS WHY AND ELABORATE HOW YOU CAN MAINTAIN IT.
GUIDANCE LECTURER: MANIKANDAN RENGASAMY
MODEL OF COMMUNICATION PROCESS 3
SHANNON-WEAVER MODEL 4
TYPES OF COMMUNICATION 5
THE REASONS OF COMMUNICATION IS ESSENTIAL FOR
OPTIMUM TREATMENT OF PATIENT
THE WAYS TO MAINTAIN THE ESSENTIAL OF
COMMUNICATION FOR OPTIMUM TREATMENT OF
Communication is the process of exchanging information, usually via a common
protocol. The protocol which means that the system of rules and acceptable behaviour used
at official ceremonies and occasions.
According to research, “Medicine is an art whose magic and creative ability have been
recognized as residing in the interpersonal aspects of a patient-physician relationship.” A
physiotherapist’s communication and interpersonal skills encompass the ability to gather
information in order to facilitate accurate diagnosis, counsel appropriately, give
therapeutic instructions, and establish caring relationships with patients. Basic
communication skills in isolation are insufficient to create and sustain a successful therapeutic
physiotherapist-patient relationship, which consists of shared perceptions and feelings
regarding the problems, goals of treatment, and psychosocial support.
People in organizations typically spend over 75% of their time in an interpersonal
situation but the physiotherapists interact even more with patients, spending up to 90% of their
time and effort. Thus, effective communication is an essential component of organizational
success whether it is at the interpersonal, intergroup, intragroup, organizational, or external
levels, not only that, the effective communication is also essential for the optimum
treatment of the patients.
MODEL OF COMMUNICATION PROCESS
According to some theories, there are five steps for a physiotherapist to communicate
with their patients:
This model of the communication process is based on a model of signal transmission
known as the Shannon-Weaver model.
According to the Shannon-Weaver model, the process of communication divided into
seven components which are an ideal initiation, encoding, transmission, receiving, decoding,
action, and feedback. The explanation will be shown clearly in below figure:
Interactive Trans active Intentional Unintentional
An exchange of ideas
participants, are active
and can have an effect
on one another. It is
a dynamic, two-way
flow of information.
when sources transmit
messages to one
The display of
signals that are
sensitive to the
state of the
The subtle and
unconscious cues that
provide information to
another individual. It
can be verbal or the
tone of voice of an
Know what you want
Transfer ideas to words
To overcome barriers shyness, tap
on the shoulder if not looking at
Make sure message has been
received by others.
TYPES OF COMMUNICATION
Communication can be categorized into 3 types: verbal communication, in which you
listen to a person to understand their meaning; written communication, in which you read their
meaning; and nonverbal communication, in which you observe a person and infer meaning.
In verbal communication, the medium of the message is oral. It’s consists of many
advantages such as the receivers able to get the first-hand information, a message conveyed,
informal, direct impact and commitment from a receiver. However, there are also
disadvantages which are we need time to prepare what we want to express.
Next, the nonverbal communication, you could voice out the important messages via
visual, planning and terminology which is forming the specific short term. Research shows that
55% of in-person communication comes from nonverbal cues like facial expressions, body
stance, and tone of voice. During visual, there’s no guarantee of understanding but the impact
is better than writing.
During writing, the legality issues that can be recorded by handwriting but there is no
guarantee of understanding and no personal contact with the receiver. Besides, the example of
the communication also consists of telecommunication which is to enhance distance
As Harold Dwight Lasswell says, he is well known for his comment on
1. Who (says)
2. What (to)
3. Whom (in)
4. What Channel (with)
THE REASONS OF COMMUNICATION IS ESSENTIAL FOR OPTIMUM
TREATMENT OF PATIENT
Effective physiotherapist-patient communication is a central clinical function, and the
resultant communication is a central component in the delivery of healthcare. The 3 main goals
of current physiotherapist-patient communication are creating a good interpersonal
relationship, facilitating exchange of information, and including patients in decision
making. Effective communication is determined by the physiotherapists' “bedside manner,”
which patient judge as a major indicator of their physiotherapists’ general competence.
Good physiotherapists-patient communication has the potential to help regulate
patients’ emotions, facilitate comprehension of medical information, and allow for better
identification of patients’ needs, perceptions, and expectations. A good communication
between patients and their physiotherapist are more likely to be satisfied with their care, and
willing to share pertinent information for accurate diagnosis of their problems, follow advice,
and adhere to the prescribed treatment. Patients’ agreement with the physiotherapist about the
nature of the treatment and need for follow-up is strongly associated with their recovery.
A patient-centred physiotherapist will result in better patients’ satisfactory.
Satisfied patients are less likely to initiate any malpractice complaints. Besides, satisfied
patients are also advantageous for physiotherapists in terms of greater job satisfaction, less
work-related stress, and reduced burnout.
However, side effects can happen in a poor communication between the medical
participants. Additionally, with the inclusion of extra participants in the communication
channel, the risk of error increases. Any instance of incomplete exchange of information can
lead to: incomplete treatment procedure, delayed of treatment, and incorrect medication
dispensed to the patient. Thus, such instances can have grave consequences for the patient
which may lead to severe health complications or even death. So, a good communication can
avoid the issues mentioned above. This is because good communication allows solving the
problems faced by the patient which reduces the number of complaints made.
THE WAYS TO MAINTAIN THE ESSENTIAL OF COMMUNICATION FOR
OPTIMUM TREATMENT OF PATIENT
THE WAYS TO
Using a simple concept that your
patients can work with and understand,
you’ll be more likely to communicate
with your patients. However, a poor
communication starts when there’s too
much of jargon is used when meeting with
patients. It’s the fact that has been reported
by THE WALL STREET JOURNAL.
“Medical speak” is appropriate when
speaking with other medical professionals
but it’s not an ideals way to use the medical
terms around patients. It’s your
responsibility to bridge this gap and to
share relevant medical knowledge to
patients in an understandable manner.
always be prepared for a reaction.
There’s always a group of patients that
come with bad temper and refused to
communicate with their
physiotherapist. cacing such patients,
we need to give them some time to
build up the trust in us. Always ready to
give encouragement to them to express
Try to “talk more with patients”
but not “talking at the patient”. By
“talking at your patients”, there’s no
connection between a physiotherapist and
patients. Instead, we could use heart to heart
talk with your patients. Your patients will
able to respect you as a partner in the
journey of recovery and they will follow the
Instead of just follow the rules
and procedures stated in the
checklist, try using simple
conversation when interacting with
patients. Always treat the patient as a
friend. Talk to them like the way you’re
chatting with your friends. As a patient,
it feels bad to be treated like a checklist
which boring and dull. Try to talk less,
listen more and communicate wellI
eventually the patient will feel
comfortable interacting with you.
Try to slow down the pace when
providing the information to patients so
that patients have sufficient time to
comprehend the new information. It’s
crucial to give the patients who lack of
medical knowledge extra time to
formulate the questions. According to
research, physiotherapist usually only
wait for 23 seconds after a patient begins
describing his complaint before
redirecting the discussion. Such
redirection may lead to late-arising
concerns and missed out important
information. Thus, a dialogue punctuated
with pauses is important for deeper
In conclusion, as a patient, the dialogue is not over yet even after the discussion of
diagnosis, tests and treatment. For the patient, this is just a beginning; the news is sinking in.
The proper way is, physiotherapists are supposed to anticipate a shift in the patient’s sense of
self, which should be handled as an important part of the encounter.
Besides, the quality of one-to-one communication between the patient and
physiotherapists can be greatly affected by simple choice of words, body position, information
depth, speech patterns, and facial expression. Avoiding communication pitfalls and sharpening
the basic communication skills previously suggested can help to strengthen the patient-
physiotherapist bond that many patients and physicians believe is lacking of.
Lastly, although communication can be tough skill but with constant practices,
communicating with your patients will be an easy task. A good rule of thumb to remember that
a good communication is essential for optimum treatment of patients.
1. Effective Communication in Nursing by Derek A. Hayes and Rohani Arshad.
2. Health Assessment edited by Anna Crouch and Clency Meurier.
3. Communication Skills Training For Health Care Professionals second edition by
David Dickson, Owen Hargie and Norman Morrow.
4. Communication: An Introduction by Karl Erik Rosengron.