Introduction
Talking and listening to patients is an essential part of physiotherapy and an important clinical skill that can improve care delivery. The guidance set out here supports the expectations set out in the College’s Communication Standard by providing additional context and resources for physiotherapists to assist them with understanding the expectations and being able to translate them into practice.
View the Standard
FAQs
Active listening involves techniques such as giving full attention, showing understanding through body language and verbal acknowledgments, providing feedback by paraphrasing, asking clarifying questions, and responding empathetically and without judgment. Practicing these techniques helps ensure effective and meaningful communication.
The Communication Standard sets the expectation that physiotherapists communicate in a timely manner. “Timely” can be understood to mean ‘done at a suitable time’. What constitutes a suitable time will depend on the circumstances. For example, to obtain informed consent, communication must occur prior to beginning the treatment. When having to cancel or reschedule an appointment, timely would be at the earliest opportunity once the physiotherapist is aware that the appointment won’t be able to proceed as scheduled. The objective of the provision is to ensure that physiotherapists communicate within a realistic timeframe and that communication is not unreasonably delayed.
If you encounter communication barriers, here are some tips you can follow:
- Use clear, simple language that is easily understood and repeat important information as needed
- Be respectful and remain calm and patient
- Communicate one thing at a time using short sentences and don’t rush
- Ask for clarification as needed and avoid making assumptions
- Frequently check in with the patient or caregiver, don’t just assume that the person has understood
Think of culture beyond race, ethnicity or language. It’s also gender, age, religion, socio-economic status, abilities and disabilities, and more. Everybody has a unique mix of experiences and circumstances. These cultural influences can shape health and perspective on health. By learning more about your patients’ hopes, fears and requirements, you can better tailor your care and your communications. That’s being culturally sensitive in the broadest way.
The College has developed a set of resources related to social media use, including questions to ask yourself before posting on social media and factors that may be considered if concerns about a physiotherapist’s social media use are raised to the College. There is also a Social Media Checklist as well as Social Media Scenarios for additional guidance. All of the resources can be found here.
E-Learning Module
CPO’s Patient Centered Communication E-Learning Module covers seven chapters, plus an introduction and resources:
- The Benefits of Patient Centred Care
- Patient Centred Communication Strategies
- Attitudes – Who You Are
- Communication Styles – How You Come Across to Others
- Communication Techniques – The Tools You Use to Express Your Style and Attitude
- The Patient Centred Interview
- Patient Centred Communications & Your Practice
CPO Patient Centred Communication E-Learning Module
15min
Additional College Resources
Clinical Setting
Third Party Resources
Information and Privacy Commissioner: Communicating Personal Health Information by Email (Fact Sheet)
Questions?
Contact our Practice Advisors at 1-800-583-5885 ext. 241 or email advice@collegept.org.