Conversations in practice: an introduction

Communication is so much more than words. Effective patient communication can benefit all areas of practice, from improving clinical outcomes to making more efficient use of our time, and from increasing patient value to building loyalty. Success in attracting and retaining patients as valuable customers can turn on a single conversation with any one of your practice team.

Reflect for a moment on an occasion when you’ve received excellent service. Besides exceeding your expectations, your experience may have created loyalty, recommendation and a better understanding of the service you received. The chances are that communication was a key part of this experience.