Proactive risk management: effective communication.

Communication is the most powerful tool in clinical practice. Repeatedly, research has shown that good communication skills result in better clinical outcomes, a greater propensity to follow clinical recommendations and reduced risk of clinical negligence and complaints. In using a proactive approach to communication, healthcare professionals must become increasingly sensitized to the stresses associated with illness and hospitalization and must learn the importance of good listening and effective communication to ensure high quality patient care. A study by Lester and Smith (1993) demonstrated that time-limited, negative communications by doctors is associated with increased litigious intentions among patients, even when outcomes were neither adverse nor negligent. The qualities of caring and concern exhibited by doctors make a difference in healthcare outcomes.