Improving How Clinicians Communicate With Patients: An Integrative Review and Framework
这篇综述整合了服务、心理学、营销、传播和医学等领域的文献，提出了一个关于临床医生如何通过言语、非言语和倾听渠道与患者沟通的框架，旨在帮助医生提升沟通质量，改善患者体验和治疗效果。
Effective communication is crucial in all service contexts, but especially in clinical healthcare, given its high (sometimes life-or-death) stakes. Fine-tuned messaging and personalization are vital to improving patients’ service experiences, their understanding of and adherence to treatment and therapy, and their physical and mental health. This article aims to guide clinicians specifically, and other service providers more generally, in their communication practices, so that they ultimately improve the quality of service they deliver to patients each day. It presents a comprehensive, integrative review and develops a framework for how clinicians communicate with patients by synthesizing findings from presently disconnected literatures in services, psychology, marketing, communications, and medicine. The framework, which elucidates the communication channels (verbal, nonverbal, and listening) clinicians use to convey meaning to patients, can be adapted to other service contexts, especially professional services. An agenda for future research and implications for improving service provider communications are included.