Good communication is one of the most important aspects of providing good quality care. There are practical things you can do to help improve your communication skills and prepare for difficult conversations. You can also learn more about different communication needs people may have and how you can support them.
This information is for health and social care professionals. You can use our My Learning form to reflect on how this page has helped with your continuing professional development. Download the form.
Key points
- Good communication is a key part of providing good quality care.
- Some patients may have illnesses which affect communication, and there are ways you can support them.
- Patients and the people close to them may have lots of different communication needs.
- There are skills you can develop to support these needs.
- There are things you can do to assist communication while wearing PPE.
- Ask for advice and help from your employer and colleagues.
Good communication
Good communication helps you connect with patients. It can help you understand what their wishes are and support them to make informed decisions about their care.
Every patient has different communication needs, and these may change throughout their illness. There are some things you can do with every patient to help you communicate:
Getting to know the patient and those close to them
- Take time to get to know the patient and how they like to communicate.
- Establish a relationship with people close to the patient, such as family members, friends and carers.
- Find out what the patient already knows.
Making the patient feel comfortable
- Introduce yourself with your name and role when you meet a new patient. If someone has confusion or memory problems, you may need to do this each time you see them.
- If possible, have important discussions in an environment that makes communication easier. This should be a private place that’s quiet, calm and without distractions.
- Make sure you have enough time for the conversation, but be aware they might need a break if they get tired.
Sharing information
- Share information in a way the patient can understand. For example, you may need to write words down, use objects or pictures. Check they have understood important information by asking them to repeat what you said, in their own words if possible.
- Provide written information such as booklets or websites. This means patients can find information in their own time, and have support when you’re not there.
- Tell them why you’re there, for example to give medicines, personal care or have a conversation.
Your language and communication skills
- Ask open-ended questions, like "How are you feeling?" instead of "Are you feeling better?”
- Be aware of your body language. Good eye contact and an open posture with arms and legs uncrossed, can make patients feel more at ease.
- Some people may find touch, such as hand-holding, reassuring.
- Use plain language instead of medical jargon.
- Avoid unclear language – for example, say “dying” instead of “passing away”.
- Actively listen to what they’re saying, concentrating on what they’re telling you, rather than what you might respond with.
- Check you’ve understood what they’ve told you. Be honest if you do not understand something.
- Consider ways to make communication easier while wearing PPE (see Communicating while wearing personal protective equipment (PPE) below).
Everyone is different – no one size fits all – think about person’s preferences, needs, likes and dislikes. If they do not want to have a conversation, this must be respected. Don’t force them to talk about anything they don’t want to.
Illnesses which affect communication
Illnesses that can affect the nerves and muscles we use for speech
These include:
- motor neurone disease (MND)
- multiple sclerosis
- Parkinson’s disease
- head and neck cancer.
These illnesses can cause difficulty speaking (dysarthria) because the patient is less able to control the muscles used for speech. The illness or its treatment can make the patient’s speech difficult to understand.
Conditions that affect the brain and can cause speech problems
These include:
- stroke
- brain tumour – including primary cancer, metastases (cancer that has spread from the primary site) and benign (non-cancerous) tumours
- severe head injury
- dementia.
Patients with these conditions may have one or all of the following:
- difficulty understanding speech and written information (receptive dysphasia)
- difficulty speaking or writing their own thoughts (expressive dysphasia)
- problems with reading, listening, speaking, writing and typing.
Supporting patients who have difficulty speaking
If someone has difficulty speaking, there are things you can do to help:
- Give them plenty of time to speak.
- Avoid interrupting or finishing their sentences for them.
- Look at them while they’re speaking.
- Reduce background noise and any other distractions.
- Be honest if you do not understand what they’re communicating. It’s important not to pretend you understand, as they may find this upsetting or patronising.
- Check what they meant by asking questions that need a yes or no answer, like “Did you ask me to make you a cup of tea?”
Speech and language therapists can assess someone’s needs and provide support. They may also give patients communication aids, such as:
- letter or picture boards, with pictures or symbols the patient can point to
- applications (apps) on phones or tablet computers.
The patient’s doctor can refer them to a speech and language therapist.
Sensory loss or impairment
A sensory impairment is when one of the senses is not working as it should.
Deafness and hearing loss
People who are deaf or have hearing loss may communicate by:
- using hearing aids to make sounds louder or clearer
- lipreading
- sign language – for many deaf people, British Sign Language (BSL) is their preferred language
- fingerspelling
- reading written information.
You can support them by:
- finding out how they prefer to communicate
- asking your employer how to access sign language interpreters
- making sure they can see your face clearly – where possible use clear face masks or visors when using PPE
- speaking clearly but try not to exaggerate your mouth movements
- speaking at a normal volume – shouting can be uncomfortable for patients wearing hearing aids
- checking they understand
- learning some key words and phrases in British Sign Language.
If the patient wears a hearing aid, they may still need support with communicating. You can support them by:
- checking they’re using it
- making sure they’re using the correct setting
- checking the batteries are working.
Hearing aids should be wiped with a soft dry cloth when removed at night – this prevents the build-up of earwax. Some patients may need you to do this for them.
Blindness and sight loss
Patients who are blind or partially sighted may communicate in different ways and need information in other formats. You can support them by:
- asking how they prefer to communicate
- offering information in other formats, like large print, Braille or audio
- letting them know you’re there, and who you are, each time you start a conversation
- checking they understand and repeating yourself if needed
- making sure equipment they need is nearby, like magnifiers or tablets.
Learning disabilities
People with learning disabilities may find it difficult to understand new or complicated information. They may need extra support with reading, writing and understanding information.
The level of someone’s learning disability will affect how much support they need to communicate.
There are many ways you can support them:
- Learn how they like to communicate, for example, they may use a communication aid such as a picture board or app.
- Find out if they need support to communicate and include people who know them well.
- Avoid jargon and unclear language – for example say "dying” instead of “passing away”.
- Find out how they express discomfort or pain.
- Allow enough time for conversations – be patient and ready to repeat yourself if needed.
- Check they understand by asking them to repeat what you said, using their own words if possible.
- Ask open-ended questions. For example ask “What questions do you have?” or “Which parts shall I repeat?” instead of “Do you understand?”
- Learn some symbols and signs in Makaton – a language programme that uses symbols, signs and speech to help people communicate.
- Provide information in different formats, such as easy read.
Language
There are things you can do to support patients who speak a different language to you:
- Learn key words and phrases in the patient’s first language – like food, water, toilet or pain – depending on what’s most important to them.
- Use free apps or websites such as Google Translate – be aware these are not always accurate.
- Find information booklets or support line services in the patient’s language. The free Marie Curie Support Line has a language service with more than 200 languages. Speak to a trained officer, via an interpreter, on 0800 090 2309.
- Ask your employer for access to a translation service.
- For medical appointments and meetings, like making an advance care plan, translation must be done by a professional translator. For informal visits, a trusted colleague, family member or friend could translate. Do not ask children to translate.
- Respect the patient’s dignity and privacy, and be aware of anything they want to keep private from the translator.
Emotional distress
People living with a terminal illness often experience emotional distress. The patient might feel so distressed or anxious, that they’re unable to express what they’re thinking or feeling.
The patient might also feel afraid of being judged, or feel worried they’re losing control. There are different ways you can support them:
- Encourage them to talk about their fears and worries in a calm, private and safe environment. Listening without judgement and being patient is important for this.
- It’s important not to try and fix emotional problems. Asking open questions and allowing them to talk freely about how they’re feeling, is likely to be more helpful.
- Help them to feel relaxed. Find out what helps them to relax and try to arrange this – you could speak to people close to the patient for help with this.
- If someone is too distressed or tired to talk, let them know you can talk at another time. Try not to give too much information at once. Highlight the most important information and arrange another time to talk.
Drowsy or unconscious patients
Patients often become drowsy or unconscious in their last days and hours of life.
We do not know how much people hear or understand during this time. You may be able to reassure them by:
- talking to them in the way you usually do
- telling them what you are doing if you’re examining them or providing personal care
- encouraging family and friends to talk to them – it’s important to sensitively prepare them not to expect a response
- playing their favourite music
- using touch such as holding hands, when appropriate
- being careful what conversations you have around the patient – avoid upsetting topics.
Communicating while wearing personal protective equipment (PPE)
Wearing personal protective equipment (PPE) can make it harder to communicate, and some patients may find it frightening. You could reassure patients and those around them by:
- warning them in advance that you’ll be wearing PPE
- explaining why you need to wear it
- wearing a name badge
- showing them a photo or video of yourself without PPE
- telling them what you’re thinking or feeling if it’s not clear while you’re wearing PPE
- wearing a clear visor or mask so the person can see your face if they use lip-reading to communicate
- writing your name on your visor to help them easily identify you
- showing your face through a window before putting on PPE and going inside.
If appropriate, you could offer to meet those close to the patient outside without a mask on. This may help to establish a relationship with people, especially when meeting for the first time.
Communicating with someone who is not wearing a mask, may be especially helpful for people with a sensory impairment or a learning disability.
It’s important to make sure you’re following your organisation’s infection prevention and control (IPC) policies and be aware of any changes.
Who to ask for help
Support with communication needs
You may need help from other professionals to support someone with communication needs:
- Speech and language therapists can assess the patient’s communication needs and give advice and support on how to manage them. They can also organise communication aids and equipment to help.
- Translation and interpretation services can provide in-person, online or telephone support. Ask your employer what translation or interpretation services you can access, and make time to learn how to use them.
- Learning disability services – nurses, social care workers and other professionals can help support your patient. Your local hospice or hospital may have learning disability nurses who can support your patient. Their local council, or Health and Social Care Trust in Northern Ireland, may also have health and social care workers who can help.
Support with difficult conversations
It’s natural to feel anxious about having difficult conversations. You might feel worried about how to support the patient, or how to cope with complicated emotions. It’s okay if you do not know the answer to something. These professionals may be able to help:
- A doctor or nurse can answer questions about the person’s illness, treatment or prognosis.
- A counsellor or psychologist could help if they are distressed or anxious about dying.
- A chaplain, spiritual advisor or faith leader can support with emotional distress or spiritual concerns.
- A social worker can help with practical things such as finances.
Support for yourself
It’s okay to ask for support for yourself for difficult conversations or for supporting people with communication needs. You could:
- attend training to help you develop your skills
- learn from past communication with patients by thinking about what went well and what could go better next time
- talk to your colleagues – they’re likely to have had similar experiences and may be able to offer support or advice
- ask your manager for support.
Having difficult conversations and caring for people with a terminal illness can be challenging for you as well. It may trigger memories of people you have lost or care about in your personal life. This is normal but if your feelings are interfering with your work or personal life, it is a good idea to get some support. Talking to your manager or other colleagues about your experiences can be helpful. If you feel you need extra support, you could consider seeing a counsellor or psychologist.
Useful resources
- NICE Clinical Knowledge Summaries: Palliative care – Communication
- Royal College of Nursing: First Steps for health care assistants
- Alzheimer’s Society: Communicating and language
- Mencap: Communicating with people with a learning disability
- Motor Neurone Disease Association: Information for professionals
- MS Society: Managing speech problems
- Parkinson’s UK: Speech and communication problems
- Sense: Communication aids