President's message

Each year the Medical Council of NSW receives hundreds of complaints centred around communication between doctors and patients. While most of these complaints are resolved without further action, many could have been avoided with improved communication.

In this special edition we share articles about communicating with patients clearly and effectively. The article, Building trust: the importance of first impressions explores how the first consultation with a patient can establish trust and rapport. Navigating end-of-life conversations demonstrates the importance of bringing loved ones into the conversation around palliative care.

For those who enjoy audio content, our latest podcast episode is a must-listen. It explores the nuances of conversation, how we use language and offers practical tips for improving dialogue.  

I hope you find this edition both informative and inspiring. 

Dr Liz Tompsett
President
Medical Council of NSW

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As you can see, complaints about communication often relate to how a patient feels during or after the consultation. The most frequently reported concern is a disrespectful manner, closely followed by complaints about a failure to communicate openly or effectively. Patients often express frustration when they don’t receive clear explanations, or when doctors are perceived as dismissive or unapproachable. 

Poor communication can also lead to misunderstandings or missed opportunities to work with patients. Each of the articles in this edition aim to give you a different perspective to enhance your communications with patients. 

In episode 1 of our latest podcast, we delve into the fascinating world of conversation analysis. Our host Dr Penelope Elix (centre) speaks with Dr Sarah J White, a leading conversation analyst, and Professor John Cartmill, an experienced surgeon.

They explore conversation, how we communicate, why we might not get the response we’re expecting and how medical professionals can use communication to improve their interactions with patients.

As a doctor, first impressions can make all the difference. But how can specialists and GPs build trust and two-way communication with their patients from the very first consultation? 

We spoke with Dr Anthony Brown from Health Consumers NSW and urologist Dr Danielle Delaney to discuss effective communication, shared decision-making, and building rapport with patients. 

Communicating clearly

Navigating a skin examination can be daunting, especially for first-time patients. This article explores the critical role of clear communication during skin examinations, highlighting how understanding the process can alleviate anxiety and build trust. 

NSW dermatologist Dr David Wong shares practical tips on clear communication before and during a skin examination to ensure patients are fully informed and comfortable every step of the way.  

Navigating end-of-life conversations 

When patients are forced to navigate the stress and complexities around end of life, how can doctors ensure their communication is meeting their patients’ needs and those close to them?  

Kirsty Blades and Megan Asbury from Palliative Care NSW discuss the critical role of family and loved ones it in end-of-life conversations and the need for doctors to engage families and loved ones.  

Explore our articles on better patient communication   

• Shared decision-making and the five question model   

• Informed consent:  make it meaningful   

• Does your diagnosis get lost in translation?   

News bites

End-of-life Care Communication - lunchtime seminar

The UNSW Business Insights Institute is hosting a lunchtime seminar on communication during end-of-life care on Thursday 7 November.

Prof. Eychmüller and Ms. Felber are visiting from the Center for Palliative Care, University Hospital of Bern, Switzerland and will share their insights on co-creating compassionate communities and evidence-based teaching for end-of-life conversations. The free event will include two short talks, a light lunch, and a panel discussion.

Using AI in practice 

Health practitioners who use AI in their practice need to know how to use it safely to ensure they continue to meet their professional standards.

Ahpra recently released guidance for using AI, explaining how the National Boards’ codes of conduct apply when using AI in your practice. 

Contacting the PSU

The Pharmaceutical Services Unit (PSU) is changing the way you communicate with them. They are moving from the telephone-based Duty Pharmaceutical Officer service to a new Online Enquiry Form. The new online form gives you a more efficient and consistent response by a subject matter expert.

You can send us an email if you have a particular comment or suggestion about this edition or you can have your say via our anonymous survey.