What Patients Say, What Doctors Hear

The most important factor in getting good health care is communication between doctor and patient. Ofri (medicine, New York Univ.) has been practicing at New York City's Bellevue Hospital for more than 20 years. She uses case histories from her own experience as well as those contributed by colleagues to illustrate what can go wrong when communication fails. She also shows what works and discusses research into doctor-patient communication. Given the time crunch that doctors face and that patients feel intimidated and rushed during their appointments, the potential for frustration, medical error, and poor relationships is high. Ofri says that this does not have to be the case. By identifying the barriers that prevent effective communication and taking steps to remove them when possible, both doctor-patient interactions and clinical outcomes will improve. Ofri's honest, open comments about her own failures and successes will educate physicians and patients.