Effective communication plays a pivotal role in delivering patient-centred care in radiography. As radiographers interact with patients during diagnostic and interventional procedures, their ability to convey information clearly and compassionately can significantly impact patient experience, trust and safety. The European Society of Radiology Patient Advisory Group (ESR-PAG) and the European Federation of Radiographer Societies (EFRS) have emphasised the importance of communication as a cornerstone of quality care and proposed key principles of effective communication in radiography. These principles are structured around the mnemonic "COMMUNICATION:" Compassionate care, Organised, Medical terms, Make a difference, Understanding, Notice, Informed, Consent, Assurance, Trust, Interpersonal communication, Openness and Needs.
Compassion and Organisation in Communication
Compassion is fundamental to building trust in radiography. Radiographers should introduce themselves clearly, explaining their role and the procedure to be performed. A personal introduction, such as stating, "Hello, my name is… and I will be your radiographer today," helps patients feel acknowledged and cared for. Compassionate communication involves showing empathy for the patient’s concerns, acknowledging their anxieties and maintaining a calm, reassuring demeanour throughout the interaction. This personalised approach reduces anxiety and humanises the care process, fostering a supportive atmosphere.
Organisation in communication involves ensuring that information is delivered in a clear, structured manner. Radiographers should offer details about the procedure in both verbal and written formats, accommodating patients with diverse needs and preferences. Organised communication includes providing pre-examination instructions, outlining the duration of the procedure and explaining any necessary preparations. Ensuring patients feel well-informed minimises confusion, improves compliance and can lead to a more efficient examination process. A well-organised approach also includes making sure all team members share a consistent message, preventing mixed signals.
Clarity, Consent and Reassurance
Clarity in communication is essential in radiography to ensure patients fully understand the procedures they are undergoing. Radiographers should avoid medical jargon and instead use language tailored to the patient's level of understanding. They should simplify complex medical concepts, such as describing an MRI scan as "a detailed picture of the inside of your body," rather than using technical terminology. Visual aids and diagrams can further enhance understanding, particularly when explaining intricate procedures.
Consent is a cornerstone of ethical medical practice and is intrinsically linked to effective communication. Informed consent requires patients to understand the nature, purpose and risks associated with their examination before proceeding. Radiographers should engage patients in dialogue, encouraging them to ask questions and express concerns. This collaborative approach ensures patients feel involved in decision-making, empowering them to make informed choices regarding their care.
Reassurance is equally vital in the patient experience. Radiographers should strive to instil confidence in their patients by affirming their professional qualifications and expertise. Reassurance also involves explaining the procedure steps as they occur, ensuring patients feel secure and informed throughout. For example, during a CT scan, explaining, "You will hear a buzzing sound, which is normal," can help reduce patient anxiety. Additionally, conveying a sense of preparedness and competence helps build trust, as patients are more likely to feel secure when they perceive their radiographer as knowledgeable and capable.
Interpersonal Communication and Responsiveness
Effective interpersonal communication requires radiographers to adapt their communication style to each patient's unique needs. Factors such as age, language proficiency, cultural background and cognitive abilities should all be considered when conveying information. For example, a paediatric patient may require a simplified explanation and reassurance through playful language, while an older patient with hearing difficulties may benefit from written instructions or visual aids.
Responsiveness in communication goes beyond answering patient questions. Radiographers should actively listen to patients, recognising verbal and non-verbal cues that indicate confusion or discomfort. Responding promptly to patient concerns and clarifying uncertainties ensures a patient-centred approach to care. For example, if a patient expresses fear about radiation exposure, explaining the safety measures and minimal risk can help alleviate their concerns.
Openness and honesty are also fundamental components of interpersonal communication. Radiographers should acknowledge when errors or misunderstandings occur and take steps to address them transparently. For instance, if a scan needs to be repeated due to technical issues, clearly explaining the reason can prevent mistrust. Encouraging patients to provide feedback and express concerns fosters a culture of continuous improvement and reinforces patient confidence.
Radiographers play a critical role in ensuring patient-centred care through effective communication. By embracing the principles outlined in the "COMMUNICATION" framework—compassion, clarity, consent and responsiveness—they can enhance patient satisfaction, safety and trust. Consistent application of these communication strategies not only meets but often exceeds patient expectations, leading to better clinical outcomes and a more positive care experience. Radiography teams should continually assess and refine their communication practices, ensuring they align with evolving standards of patient care. Ultimately, prioritising effective communication benefits patients and the overall quality and reputation of radiology services.
Source: Insights into Imaging
Image Credit: iStock
