Are you speaking your patients’ language? What negative reviews reveal about communication

Patient feedback can be both positive and constructive, and the majority of reviews collected through Doctify highlight the high standard of care provided, there’s another side to the coin: reviews from patients who were dissatisfied with their experience. Although less frequent, these negative reviews present a valuable opportunity to uncover insights, showing not just where things went wrong, but also where improvements can be made.

We’ve analysed hundreds of thousands of patient reviews from the last three years, uncovering key insights that can help shape better care. In this article, we’ll focus on one area where patient feedback consistently points to opportunities for growth – communication, specifically explanations.

What we found: 55% of patients who rated explanations poorly described them as ‘rushed’ or ‘brief

Here’s what our research revealed about why patients rated explanations poorly (2 or lower):

• 55% of patients described explanations as rushed or brief.
• 37% found the language unclear or vague.
• 30% felt there was a lack of detail, leaving them uninformed.
• 22% struggled with too much technical jargon.
• 15% said their provider assumed knowledge, skipping essential explanations.

What patients really want: clear, jargon-free communication

When communication is clear and explanations are delivered thoughtfully, patients take note – and they’re not shy about sharing it in their reviews. These positive comments offer a treasure trove of insights into what patients truly value in their care. From our analysis, one thing is crystal clear: patients appreciate straightforward, jargon-free explanations about their health. They love clinicians who take the time to break down complex medical details into easy-to-understand language.

How to ensure good explanations in 3 simple steps

1. Visual aids: Diagrams, charts, or visual aids to help explain complicated procedures or medical conditions. Visuals can make abstract concepts more tangible and easier to grasp.

🔹 “As a medical student and patient, I’ve never seen a surgeon with this level of communication skills, empathy, and confidence. He used visual aids to describe the procedure, addressed my ideas and concerns, and I’m very satisfied with the whole journey.”

2. Simple, everyday language: Medical jargon or technical terms may confuse patients. Clear, simple language helps ensure information is easily understood. When technical terms are necessary, breaking them down into accessible explanations makes communication more effective.

🔹 “Gave us so much of her time. Kind, compassionate, explained everything in detail that our 14-year-old could understand.”

3. A steady approach: Patients often feel rushed during appointments, especially when they’re receiving complex information. Giving patients the time they need to process information, ask questions, and share concerns helps them feel heard and more confident in their care.

🔹 “During my initial consultation, [the clinician] took time to carefully explain my condition, drawing a diagram to ensure I fully understood my situation. This was incredibly helpful as it was important to have answers and to feel like the consultant wanted me to understand not just ‘what’ had happened, but more significantly, ‘why’ it had happened.”