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Can Your Hear Me?


We have more ways to connect with each other these days than ever before—text, video chat, even old-school email and phone—but it can sometimes feel as though we’re not really getting through. We may be able to zap information back and forth at dizzying speed, but how well are we really hearing each other?

Graphic of a telephoneCommunication in our world has changed significantly,” says R.A. Muggia, MD. “Many people aren’t even used to communicating face to face.” Dr. Muggia, a member of New England Quality Care Alliance (Tufts Medical Center’s affiliated physician network), and Chief of Gastroenterology at Winchester Hospital, has looked closely at physician-patient communication. He says the problem is exacerbated in the doctor’s office, because physicians feel rushed by demands for their time and burdened by administrative requirements. Patients, meanwhile, are often intimidated by fear of the unknown, unfamiliar surroundings and technical terminology. So what can both doctors and patients do to facilitate the kind of communication that leads to excellent results? We asked some top doctors.

How do you get patients to open up? 

We asked Martin S. Maron, MD, Director of the Hypertrophic Cardiomyopathy (HCM) Center. The only way patients completely engage in finding the right treatment course is to become empowered to make good decisions. That means that our primary goal is to provide information, as clearly and succinctly as possible, so patients without any medical background can understand what the optimal treatment options are for them. That’s where the art of this process lies—to sit patients down and draw out the specific information you need, and communicate the information to them that they need. We treat patients with HCM, a complex heart disease with a number of important lifestyle implications. The patients often arrive confused and anxious—for good reasons given the enormous misunderstanding surrounding the diagnosis. So we try to create a clinic visit environment that’s different, scheduling appointments with sufficient time to give patients and family members time to relax and get in the right frame of mind to absorb as much information as possible. Our goal for each patient is to take something really complex and break it down into smaller pieces of information that can be easily processed. If we accomplish this, we earn enormous trust and respect from the patients, which establishes a healthy long-term relationship and the best outcome possible for the patients.

How does coaching doctors keep patient care front and center?

R.A. Muggia, MD, Chief of Gastroenterology at Winchester Hospital, believes that coaching can help doctors communicate better. There are many patients walking out of doctors’ offices wondering, “What just happened?” That’s because patient communication skills are not good enough, and physician communication skills are not good enough. That’s a big problem, because the communication process is integral to an effective treatment process.

Good communication can be a challenge for doctors when quality measurements and business metrics intrude on patient-focused care. The danger is that the patient doesn’t feel acknowledged as a person. I was once at a charity event and this guy walked up to me. “I know why you look so familiar to me,” he said. “You did my colonoscopy, and you were amazing! Right before I left, you came out, and you shook my hand, and you asked me if I had any questions.” So it wasn’t our fancy HD monitors that made him think we were amazing. It wasn’t the personal and dedicated care from the nurses. And it wasn’t even the chocolate chip cookies and coffee. It was that I came out and shook his hand. Why could that be? Because colonoscopy is really scary for a lot of patients who have never had surgery before, and they pay attention to everything, including whether the doctor seemed engaged in their outcome.

Doctors aren’t used to receiving feedback, and in my experience they’re not receptive enough to coaching. That has to change. When I give talks on this issue, just about the only pushback I get is: “I’m insulted that you think I need more training. I’m already a good doctor.” The other one I hear is: “You know what? Patients only care that I’m doing the right thing for them.” You may be a very good doctor. That doesn’t mean we all can’t benefit from reflecting on how improved doctor-patient interactions can better engage patients in their own healthcare. All of us can become even better. For more information on physician coaching, contact Dr. Muggia at

What can doctors and patients do to improve communication?

James Yoo, MD, Chief of Colon and Rectal Surgery at Tufts Medical Center, offers a few pointers.


  • Prepare for the appointment. It comes down to time, and we don’t have a lot of it. If you can spend some time familiarizing yourself with a patient’s medical records before the appointment, it’s a real advantage. That gives you more time to talk with the patient once you’re in the room.

  • Concentrate on the patient. I try never to do electronic note-taking when I’m with a patient. With electronic medical records, you spend a lot of time either reading the records or writing them, which takes your attention away from the patient. When I’m with a patient, I jot notes down on paper, which just feels less intrusive. You really want to spend time with the patients and get them to engage with you and trust you.

  • Include the patient. When you must look at something on the screen—a CT scan, for instance—invite the patient to look with you.


  • Prepare for the appointment. You may feel emotional at your appointment, and you’re going to have a lot of information thrown your way. Try to write down questions ahead of time so you’re not scrambling to think of them at a difficult time.
  • Do your own research. Consult trusted Internet resources to research your problem. (I would steer clear of some patient chatrooms as the information may be unreliable). Knowing about your medical issue before the appointment can help you ask better questions and communicate your concerns more effectively.
  • Bring someone to the appointment.  with you Let’s say we’re talking about cancer; it’s really overwhelming: what the  surgery’s going to involve, [there’s] a lot of information. So having another pair of ears, and someone to discuss things with later, is invaluable.