Why Do the Words You Use with Patients Matter?

The evolving science of interpersonal neurophysiology gives us insights into how the relationship between healthcare providers and patients can change the outcome. Part of this science is about the words we use and how they create an experience that can either facilitate or hinder your treatment. Although this seems obvious to some, many organizations fail to integrate these essential skills into the patient experience.

The Power of Words

The human brain is a complex meaning machine designed to “make sense” of the experience. Humans are social beings, evolving in the context of social groups and psychological constructs that have enabled tremendous advancements. This “socialness” is possible with a brain designed to connect with others, interpret intentions, and “feel” the emotions of others. These neural mechanisms form the foundation of successful human interaction and relationship-centered care.

Precision Language and Presuppositional Language

As part of precision language training and continuing education, one can learn the power of presuppositional language. Presuppositional language is a linguistic proposition that employs a pre-existing belief to infer an unspoken truth. In other words, the language we use in a sentence assumes a condition is already existing. We see this kind of language frequently, but you may not recognize it unless you really listen for it.

For example:
“How hungry are you?”

This sentence presupposes that you are hungry and primes the receiver’s brain in a way that sensitizes them to the degree of hunger they feel.

The Language You Use in the Clinic

One language set I often use in the clinic is, “What questions do you have?”
When I use this with patients, I am intentionally communicating that I am assuming they have questions and it is a good time to ask them. Contrast this with “Do you have any questions?”. The first question is more likely to get the conversation flowing, especially if I use body language that communicates I’m engaged and ready to ensure they are comfortable with the instructions I’ve provided.

A Short Story: The Power of Words in Action

A short story: My wife had arthroscopic knee surgery a while back. She woke up in the recovery room, and the well-intended nurse entered the room eager to help. The first thing she asked, without even looking at my wife, was, “How bad is your pain?” I was in the corner of the room thinking, “NOooooo!” And before my wife could answer, the nurse said, “honey, I’ll give you some pain meds, but it’s gonna make you nauseous.” And sure enough, first the pain and then the nausea!

Prime the Patient’s Brain for Success

There are ways to use this language skill in the clinic to “prime” the patient’s brain toward the desired state for a successful treatment. For example, instead of first asking the patient, “How is your pain today?”, you can ask, “What progress have you noticed since your last visit?” The latter invites the patient to “search their minds” for examples of progress, whereas the former brings them right to the pain experience. Patient engagement strategies like this can strengthen the therapeutic relationship and support better patient outcomes. Try it!

In Summary: Words Create an Experience!

When healthcare providers understand this concept, they recognize that what they communicate (words, tone of voice, body language) all contribute to the patient experience. This underscores the importance of ongoing professional development in communication skills. Learning how to connect with patients, using language that encourages their involvement and well-being, is critical.

The Bigger Picture

When healthcare leaders understand this concept, they recognize the need to engage with colleagues in a manner that inspires performance and fosters teamwork to meet both organizational and personal goals. This is where telehealth tools for physical therapy and effective communication can be essential.

When healthcare organizations understand this, they design cultures and systems that engage all members in a process of alignment with the organization’s values and mission.

The Shift Towards Value-Based Care

As the healthcare system shifts toward a value-based reimbursement model, providers and organizations must find innovative ways to engage patients in their own care. This will require that all healthcare providers, including physical therapists, learn skills that enhance their communication and connection with patients and teams to improve outcomes.

It’s Time to Level Up!

Level up your skills and dive deeper into relationship-centered care! If you're looking to boost your ability to engage with patients, we’ve got you covered.

Check out our course to get the tools you need to transform your patient interactions and enhance your practice. Oh, and don’t forget to grab our free ebook for even more insights or sign up for our email list to stay on top of the latest in physical therapy professional development. Let’s make those words work for you!