Avoid using jargon, medical terms, acronyms or slang words when talking to patients as they may find it difficult to understand. Try to use simple language as much as possible, however do reflect the type of language the patient is using so it doesn't appear that you are talking down to them, this will often help build rapport with the patient.

Don't be afraid to pause when you are talking to a patient as this gives them the opportunity to digest what you have said and formulate what they want to say.

Use open questions as much as possible as this allows the patient to speak and you can often gather a lot of information without having to ask lots of questions. This avoids the patient feeling like they are being interrogated. Refer to Counter Excellence Customer Service and Selling Skills (April 2016) for further information on questioning techniques.