Yolanda Sims, JD, MHA
Loss Prevention and Risk Management Advisor

“Bedside manner” describes how a medical professional interacts and communicates with their patient. A provider’s bedside manner can be a powerful adjunct for healing. A good bedside manner sets the tone for the relationship, builds trust, encourages patient engagement, and enhances the overall clinical encounter. Many reputable studies have shown a correlation between poor communication and a less-than-stellar bedside manner. For example, primary care physicians who are sued less often are those most likely to spend more time educating patients about their care, more likely to use humor and laugh with their patients, and more likely to try to get their patients to talk and express their opinions.[1]

Emotional Intelligence is a Plus Factor

Clinicians who exhibit high emotional intelligence–the ability to perceive, express, and regulate emotions–often have the best bedside manner. In a study from Healthgrades and Medical Group Management Association, seven million patient reviews and comments were analyzed, revealing that 52% of patients stated they wanted their provider to have at least one of the following qualities: compassion, comfort, patience, personality, and bedside manner.

Interestingly, the United States Bureau of Labor Statistics lists the same qualities, such as communication skills, compassion, and patience as among the most important attributes needed to work as a physician. Study after study indicates patients are less likely to initiate litigation if they like the provider’s bedside manner.

No matter your practice specialty or experience level in your career, it may help to review your bedside manner to ensure you are making the most of every patient encounter. If your current bedside manner needs refinement, please consider incorporating these techniques:[2]

• Introduce yourself to patients and explain your role.

• Greet them with a smile, a greeting (“good morning”), and open-ended questions, such as “How are you?”

• Take the time to really listen (rather than typing into the health record or writing on a chart).

• Use body language that communicates that you care by sitting down, unfolding your arms, and making eye contact.

• Let the patient tell their story without interruption.

• Treat each patient as an equal partner in their care.

• Agree on what matters most and develop shared priorities.

• Set expectations and explain timelines.

• Be candid but diplomatic and, above all, nonjudgmental.

• Avoid using stigmatizing words, such as smoker, drinker, demented and mentally challenged. Use alternative terms such as history of tobacco use, substance use disorder, alcohol use disorder, vascular dementia, and person with intellectual disability.

• Ask if they have any questions. “Were all your questions answered?” Is there anything else I can do?”

• End each encounter with a compassionate statement and explain to them the next steps.

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[1] Carroll, A. To Be Sued Less, Doctors Should Consider Talking to Patients More. June 1, 2015. The New York Times. The Upshot Series. https://www.nytimes.com/2015/06/02/upshot/to-be-sued-less-doctors-should-talk-to-patients-more.html

[2] Deepak, J. Patient Centered Care and Good Bedside Manner. American College of Physicians. https://www.acponline.org/about-acp/about-internal-medicine/career-paths/medical-student-career-path/patient-centered-care-and-good-bedside-manner
Accessed 26 June 2024.