Carecraft · Communication
Conversations that build trust
Listen with intention. Explain with clarity. Make every interaction matter.
What to do
- Start with the person. Introduce yourself and your role. Ask what matters most today, then listen without interrupting. Acknowledge the emotion before moving to the clinical agenda.
- Make understanding a shared responsibility. Use plain language and small chunks of information. Ask: “To check that I explained this clearly, how will you describe the plan in your own words?” Re-explain and check again when needed.
- Close the loop. Agree on the next step, who owns it, and when it will happen. Explain follow-up and locally appropriate safety-net advice. Use a qualified interpreter when needed rather than assuming understanding.
Key point: Teach-back is a check on how clearly you explained—not a test of the patient.
Try a real situation
Priya, a ward nurse, has just explained a new discharge plan to Mr Okafor. His taxi is due in ten minutes and he has nodded throughout without asking anything. What most directly checks how clearly she explained the next step?
Asking him to put the plan in his own words puts the check on your explanation, not on him. Any gap shows while he is still on the ward and you can fix it.
Reflect
What is one phrase you could replace with clearer, more human language in your next conversation?
Evidence and guidance
