Communication Rx: Transforming Healthcare Through Relationship-Centered Communication

CHAPTER 5

Skill Set Three: Delivering Diagnoses and Treatment Plans

The great enemy of communication … is the illusion of it. We have talked enough; but we have not listened.¹—W. H. Whyte

At the end of a busy clinic session, Dr. Brash angrily heads back to his office. He slams down his stethoscope and exclaims, “Why are patients always so noncompliant? Why don’t they do what I tell them to do? They just don’t want to be helped!”

“Sounds frustrating,” says his colleague sympathetically. “What happened?”

“One of my patients, Ms. Jones, clearly has the classic signs of clinical depression and anxiety. She’s even having panic attacks. Last visit I started her on an antidepressant, but this time, six weeks later, she hasn’t even touched it! I remember ...