Introduction Letter from Mr. Smith to Dr.

Jones
Problem with communication in appointment
(interruptions)
Establish friendly relationship by being thankful
for his help
Show timelessness of the problem (bad
communication will always cause problems in
healthcare, so its important to fix it)
Summary Understanding of physicians tight schedule and
its restraints on communication
Understanding of the stress that physicians go
through
Understanding of physicians training on how to
communicate and how they may know best way
to handle patients
Common Ground There are communication skills that are
important for the patient to have
Its also the patients job to speak up and
communicate clearly
If Mr. Smith had a problem with Dr. Jones
interrupting him, he should have mentioned it
Contribution of Your own way of looking at the issue
New Points to the Most diagnosis and treatment is determined
Negotiation through information given to the physician by the
patient
Interrupted after first issue mentioned may
not be the only/main issue
Use of open questions
Conclusion Provide a compromise of views
Show how both doctor and patient can benefit
o Doctors who have good relationships with
their patients are less likely to be sued
Better communication on both ends will lead to a
more efficient appointment and patient care

Doctors who have good relationships with their patients are less likely to be
sued by their patients
Look for a TED talk about this