Definition

A communication technique that involves fully concentrating, understanding, responding, and remembering what is being said.

In Healthcare Communication

In healthcare, active listening helps providers understand not just symptoms but the patient's experience, concerns, and preferences, leading to better diagnosis and treatment planning.

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Definition

Systematic and repeatable errors in computer systems that create unfair outcomes, such as privileging one arbitrary group of users over others.

In Healthcare Communication

As digital health grows, clinicians must communicate risks and limitations of AI-driven diagnostic tools to patients effectively.

Definition

Your formal request for the insurer to reconsider a denial.

In Healthcare Communication

The strongest appeals include clinical notes and a letter of medical necessity — ask your team to help write it.

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Definition

A medical test involving the removal of a small sample of tissue for examination under a microscope to diagnose disease

In Healthcare Communication

Biopsies are the gold standard for diagnosing many conditions, especially cancers, but involve more risk and preparation than non-invasive tests

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Definition

The FDA's strongest warning, boxed on the label; a signal for an informed conversation, not a prohibition.

In Healthcare Communication

Ask "what is the boxed warning, what monitoring does it require, and how will we watch for it together?"

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Definition

A state of physical, emotional, and mental exhaustion caused by prolonged exposure to high levels of stress, particularly common in healthcare settings.

In Healthcare Communication

Healthcare provider burnout affects communication quality, empathy, decision-making, and patient safety. Recognizing and addressing burnout is essential for maintaining quality care.

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Definition

Your percentage share of the cost after the deductible is met (for example, 20%).

In Healthcare Communication

Ask "what's my coinsurance rate for this specific service?"

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Definition

Physical and emotional exhaustion that results from caring for patients in distress, leading to reduced capacity for empathy and increased emotional distancing.

In Healthcare Communication

Healthcare providers experiencing compassion fatigue may struggle with patient communication, empathy, and job satisfaction. Recognition and intervention are crucial for provider wellbeing and care quality.

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Definition

A substance used in medical imaging tests (like CT scans or MRIs) to improve the visibility of internal body structures

In Healthcare Communication

Patients need to know about contrast agents because they can cause allergic reactions or require special preparation like hydration

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Definition

The rules deciding which plan pays first when you are covered by more than one.

In Healthcare Communication

Make sure each plan knows the others exist — unreported secondary coverage quietly creates denials.

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Definition

A fixed fee per visit or prescription.

In Healthcare Communication

Confirm whether a service triggers a copay or coinsurance — they are different.

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Definition

A refusal to pay, delivered with reason codes — and it is not the end of the road, because appeal rights exist.

In Healthcare Communication

Ask "what exactly is the denial reason, and what documentation would change it?"

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Definition

The ability to understand, communicate with, and effectively interact with people across cultures, recognizing and respecting different beliefs, values, and practices.

In Healthcare Communication

Cultural competence in healthcare ensures respectful, appropriate care for diverse patient populations, considering cultural beliefs about health, illness, treatment preferences, and family roles.

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Definition

An approach to working with diverse populations that acknowledges one’s own biases and the power dynamics in healthcare, focusing on ongoing self-reflection and learning about different cultural perspectives.

In Healthcare Communication

Cultural humility addresses the limitations of traditional cultural competence by promoting a lifelong commitment to self-evaluation and personal growth. It is essential for improving healthcare access and equity for marginalized communities.

Definition

An approach that emphasizes the need to acknowledge and respect diverse cultural backgrounds and practices in healthcare delivery, ensuring that patients feel secure and respected in their healthcare experiences.

In Healthcare Communication

As healthcare becomes more globalized and diverse, focusing on cultural safety enhances trust and improves communication between healthcare providers and patients from different cultures, supporting better health outcomes.

Definition

What you pay each year before your plan starts sharing costs.

In Healthcare Communication

Before scheduling, ask "have I met my deductible, and what will this cost me at this point in the year?"

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Definition

Medical tests ordered to help diagnose a disease, condition, or monitor a patient's health status

In Healthcare Communication

Diagnostic testing helps healthcare providers make informed decisions about patient care and treatment plans

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Definition

The gap between individuals who have easy access to digital technology, such as the internet and smartphones, and those who do not, impacting their ability to receive and engage with health information.

In Healthcare Communication

Addressing the digital divide is essential, as disparities in access to technology can lead to unequal health outcomes. Recognizing this term supports discussions about health equity and ensuring all patients can benefit from digital health initiatives.

Definition

The ability to find, understand, and use health-related information from digital sources effectively and responsibly, including online health resources, apps, and telehealth services, and to interpret health-related data from various technologies.

In Healthcare Communication

As digital health becomes an integral part of healthcare, understanding digital health literacy is crucial for both patients and providers. This ensures that patients can effectively use digital services for their health management and improve health outcomes.

Definition

How long it takes your body to clear half of a medication; it explains why missed doses matter and why sudden stops cause withdrawal.

In Healthcare Communication

Ask "what's this medication's half-life — what happens if I'm late with a dose or miss one?"

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Definition

One medication, supplement, or food changing the effect of another.

In Healthcare Communication

Bring the complete list — over-the-counter products, supplements, and herbal remedies included — and ask "does anything on this list interact?"

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Definition

The ability to recognize, understand, and manage one's own emotions, as well as recognize and influence the emotions of others.

In Healthcare Communication

High emotional intelligence in healthcare providers enables better stress management, more effective patient communication, stronger team collaboration, and improved conflict resolution.

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Definition

The ability to understand and share the feelings of another person, seeing the situation from their perspective.

In Healthcare Communication

Empathy in healthcare allows providers to connect with patients emotionally, validate their experiences, and provide compassionate care that addresses both physical and emotional needs.

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Definition

Test results that are unclear, borderline, or inconclusive - neither clearly positive nor clearly negative

In Healthcare Communication

Equivocal results often require repeat testing, additional tests, or clinical correlation to determine the next appropriate steps

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Definition

The insurer's statement of what was billed, covered, written off, and what you may owe; it is a record, not a bill.

In Healthcare Communication

Read every EOB against the matching bill — mismatches are found by patients, not by plans.

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Definition

A test result that incorrectly indicates the absence of a condition or disease when it is actually present

In Healthcare Communication

False negatives can delay diagnosis and treatment, which is why providers sometimes order multiple or confirmatory tests

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Definition

A test result that incorrectly indicates the presence of a condition or disease when it is not actually present

In Healthcare Communication

Understanding false positive rates helps patients and providers interpret test results appropriately and decide on next steps

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Definition

Instructions to avoid eating or drinking (except water) for a specified period before certain medical tests

In Healthcare Communication

Fasting requirements ensure accurate test results by preventing food intake from affecting blood sugar, lipid levels, or other measurements

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Definition

The list of medications your plan covers, organized by tier, which drives both cost and paperwork.

In Healthcare Communication

Before leaving with a new prescription, ask "is this on my plan's formulary, and at what tier?"

Related Terms

Definition

Same active ingredient, same dose, same expected effect; generic is not a lesser version of the medication.

In Healthcare Communication

If cost matters to you, ask "is there a generic equivalent, and is it truly equivalent for my situation?"

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Definition

A complaint about the quality of care or service you received; distinct from an appeal, which contests a coverage decision.

In Healthcare Communication

Name which one you are filing — the processes and deadlines differ.

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Definition

The book's term for the healthcare partner whose role is navigation, not control: you are the driver, your GPS keeps you on course.

In Healthcare Communication

A GPS that grabs the wheel was never a GPS.

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Definition

The transfer of patient information and care responsibility from one healthcare provider to another during transitions of care.

In Healthcare Communication

Clear, structured handoff communication prevents medical errors, ensures continuity of care, and maintains patient safety during shift changes, transfers, or referrals.

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Definition

The principle that everyone should have a fair opportunity to attain their full health potential, regardless of social position or circumstances.

In Healthcare Communication

Addressing health equity in communication means recognizing and working to eliminate disparities, ensuring all patients receive respectful, appropriate care regardless of background.

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Definition

The misunderstanding or misapplication of health information received by patients or healthcare professionals, leading to errors in health management.

In Healthcare Communication

With the influx of information available through digital mediums, patients may misinterpret health information, which can lead to poor health decisions. Addressing this issue is increasingly important in today's information-rich environment.

Definition

The degree to which individuals can obtain, process, and understand basic health information needed to make appropriate health decisions.

In Healthcare Communication

Understanding patient health literacy levels helps providers adapt communication strategies, use plain language, and ensure patients comprehend their conditions and treatment plans.

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Definition

The process of assisting patients in finding, accessing, and utilizing healthcare services and resources effectively within complex health systems.

In Healthcare Communication

With patients facing increasing complexity in healthcare delivery, the ability to navigate systems effectively is crucial for improving health outcomes and ensuring equity in care access.

Definition

The full course of your care over time, not any single visit; the book's road metaphor.

In Healthcare Communication

Communicate where you have been and where you want to go, not just where you are today.

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Definition

The working relationship between you and your team, in which information flows both directions.

In Healthcare Communication

A partnership needs your voice — prepare your questions, and expect your team to listen.

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Definition

Whether your provider has a contracted rate with your plan.

In Healthcare Communication

A facility can be in-network while an individual clinician inside it is not — ask every provider who will touch your care.

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Definition

A process where patients receive comprehensive information about a medical procedure or treatment, understand it, and voluntarily agree to proceed.

In Healthcare Communication

Effective informed consent requires clear communication about risks, benefits, alternatives, and outcomes, ensuring patients can make autonomous, well-informed decisions about their care.

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Definition

Exchange of information and collaboration among healthcare professionals from different disciplines working together to provide patient care.

In Healthcare Communication

Effective interdisciplinary communication prevents errors, improves care coordination, reduces duplication of services, and ensures comprehensive, patient-centered care delivery.

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Definition

Healthcare services or supplies needed to diagnose or treat an illness, injury, condition, disease, or its symptoms and that meet accepted standards of medicine

In Healthcare Communication

Insurance companies use medical necessity criteria to determine which tests and treatments they will cover

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Definition

A patient-centered counseling approach designed to strengthen personal motivation for change by exploring and resolving ambivalence.

In Healthcare Communication

Used to support behavior change in healthcare, this technique helps patients identify their own reasons for change, increasing commitment to treatment plans and healthy behaviors.

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Definition

A practice in healthcare that emphasizes the importance of patients' narratives in understanding their health experiences and enhancing communication between patients and clinicians.

In Healthcare Communication

Narrative medicine fosters deeper patient-clinician relationships and improves understanding of patients' contexts, promoting empathy and more personalized care. It's increasingly relevant in holistic approaches to treatment.

Definition

Transmission of messages or information without words, through body language, facial expressions, gestures, posture, and tone of voice.

In Healthcare Communication

Healthcare providers must be aware of their own nonverbal cues (maintaining eye contact, open posture) and observe patients' body language for signs of discomfort, anxiety, or confusion.

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Definition

Prescribing an approved medication for a condition or age group the FDA did not formally approve; legal, common, and sometimes the best option — but you deserve to be told.

In Healthcare Communication

Ask directly: "is this off-label for me, and why is it still the right choice?"

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Definition

The amount a patient must pay directly for healthcare services after insurance coverage is applied, including deductibles, copays, and coinsurance

In Healthcare Communication

Discussing out-of-pocket costs upfront helps patients make informed decisions and plan financially for their healthcare

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Definition

The knowledge, skills, and confidence a patient must have to manage their own health and healthcare effectively, including understanding their health condition and participating in their care decisions.

In Healthcare Communication

This term reflects the importance of empowering patients to take charge of their health, which can lead to improved health outcomes and a more engaged patient population. It aligns with the goals of patient-centered care and supports health literacy initiatives.

Definition

The process by which patients actively participate in their own health management, including making informed decisions, setting health goals, and collaborating with healthcare providers.

In Healthcare Communication

Patient engagement is vital for improving health outcomes and enhancing the patient experience. Including this term emphasizes the importance of communication strategies that foster an active role for patients in their care, particularly within patient-centered care models.

Definition

The prevailing philosophy of care delivery, in which clinicians consider the patient's preferences, needs, and values when making decisions. While patient-centered care is the accepted standard and a meaningful step beyond a purely provider-driven model, patient-directed care is preferred: rather than the patient remaining a guest while others act around them, the patient directs their own care, with providers serving as guides and collaborators. See Patient-Directed Care.

In Healthcare Communication

This model shifts focus from disease to person, considering physical comfort, emotional support, family involvement, and continuity of care, resulting in better outcomes and satisfaction.

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Definition

A term popularized by Dr. Anne Marie Morse as a response to value based care and patient centered care. Value based care refers to fiscal motivation, patient centered care suggests that the patient is in the middle but is still not the main decision maker, whereas patient directed care emphasizes individualization and respect for personalized goals of care. It represents healthcare delivery where patients are empowered as primary decision-makers in their own care, with providers serving as guides and collaborators.

In Healthcare Communication

In healthcare communication, patient directed care emphasizes the importance of personal interaction and relationship-building while centering the patient as the primary authority over their care decisions. Effective communication in patient directed care requires active listening, empathy, shared decision-making, and clear explanation of options while respecting the patient's values, preferences, and goals. This approach improves patient satisfaction, adherence to treatment plans, and overall health outcomes by honoring patient autonomy and individualized care preferences.

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Definition

The monthly cost of having the plan, paid whether or not you receive care.

In Healthcare Communication

Know your premium, deductible, copay, and coinsurance as one picture — each alone understates your true cost.

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Definition

Approval from an insurance company required before certain medical tests, procedures, or medications can be performed or prescribed

In Healthcare Communication

Prior authorization helps control healthcare costs by ensuring medical necessity before expensive tests or treatments are administered

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Definition

A formal safety program required for certain higher-risk medications, which may involve lab checks, registration, or pharmacy restrictions.

In Healthcare Communication

Ask "does my medication have a REMS, and what do I need to do to stay on it safely?"

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Definition

A harmonious relationship in which people understand each other and communicate well, built on trust and mutual respect.

In Healthcare Communication

Building rapport with patients creates a foundation for effective communication, increasing patient compliance, satisfaction, and willingness to share important health information.

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Definition

The set of values that are considered normal for a particular test, based on a healthy population

In Healthcare Communication

Results outside the reference range may indicate a health problem, but providers interpret results in the context of the individual patient

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Definition

A communication strategy that involves paraphrasing and reflecting back what the patient has said to confirm understanding and show engagement.

In Healthcare Communication

Reflective listening validates patients' experiences, builds trust, clarifies misunderstandings, and encourages patients to share more detailed information about their health concerns.

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Definition

A structured communication framework standing for Situation, Background, Assessment, and Recommendation

In Healthcare Communication

SBAR is widely used in healthcare teams to communicate critical information clearly and efficiently, reducing errors and improving patient safety

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Definition

A collaborative process in which healthcare providers and patients make health decisions together, weighing the best available evidence alongside the patient's values and preferences.

In Healthcare Communication

This concept is pivotal in patient-centered care, promoting engagement and respect for patient autonomy, thereby improving adherence to treatment and satisfaction with care.

Definition

A side effect is a known, expected consequence that is typically manageable; an adverse effect is harmful and unexpected, and warrants telling your team promptly.

In Healthcare Communication

Never report "I had side effects" — name what you felt, when it started, and how severe.

Related Terms

Definition

Gradually reducing a dose to stop a medication safely.

In Healthcare Communication

The rule is simple — never stop suddenly, especially if it's helping; ask "if we ever stop this, what does the taper look like?"

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Definition

A communication technique where providers ask patients to explain in their own words what they need to know or do, confirming understanding.

In Healthcare Communication

This method ensures patients truly understand medical instructions, medication regimens, and care plans, reducing errors and improving health outcomes.

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Definition

The exchange of information between healthcare providers and patients through digital platforms, including video calls, messaging, and telemonitoring.

In Healthcare Communication

With the rise of telehealth services, effective communication through digital channels has become critical. This term addresses the unique challenges and strategies of communicating in a virtual environment where nonverbal cues may be lacking.

Definition

The appropriate and respectful behaviors and practices to observe during telehealth consultations, ensuring effective communication and mutual respect between patients and providers in a digital setting.

In Healthcare Communication

With the rise of telehealth, understanding telehealth etiquette is vital for maintaining professionalism and effective communication, while also enhancing the patient experience during virtual care.

Definition

The ability of a test to correctly identify people who have a disease (true positive rate)

In Healthcare Communication

High sensitivity tests are useful for screening because they minimize false negatives and rarely miss people with the condition

Related Terms

Definition

The ability of a test to correctly identify people who do not have a disease (true negative rate)

In Healthcare Communication

High specificity tests minimize false positives, which reduces unnecessary worry and follow-up procedures

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Definition

The collaborative relationship between a healthcare provider and patient, characterized by mutual trust, respect, and agreement on treatment goals.

In Healthcare Communication

A strong therapeutic alliance is associated with better treatment outcomes, higher patient satisfaction, improved adherence to treatment, and more effective communication.

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Definition

A different molecule that achieves the same clinical effect; NOT the same as a generic, and switching is a conversation, not a substitution.

In Healthcare Communication

If a switch is proposed, ask "is this the same medication or a therapeutic equivalent — and what should I watch for?"

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Definition

Gradually increasing a dose toward a target, so your body adjusts and the effect can be tracked.

In Healthcare Communication

Ask "how fast are we going up, what should improve and when, and when do we reassess?"

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Definition

An approach that recognizes the widespread impact of trauma, understands potential paths for recovery, and actively resists re-traumatization.

In Healthcare Communication

Implementing trauma-informed care involves creating safe environments, building trust, empowering patients, and using communication that respects past trauma experiences.

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Definition

An approach to communication that acknowledges the prevalence of trauma and integrates this understanding into interactions with patients to promote safety, trust, and healing.

In Healthcare Communication

Recognizing the impact of trauma on health outcomes and patient experiences is essential for effective communication. This term is increasingly relevant as healthcare providers look to create supportive environments for patients who may have experienced trauma, thus enhancing both emotional and clinical care.

Definition

The three pillars on which better outcomes are charted; trust is earned through honesty, respect is shown in listening, teamwork is built on both.

In Healthcare Communication

Trust is earned through honesty, respect is shown in listening, and teamwork is built on both.

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Definition

The time between when a test is ordered or sample is collected and when results are available to the healthcare provider

In Healthcare Communication

Understanding turnaround time helps set appropriate expectations for when results will be available and when follow-up should occur

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Definition

The insurer's advance approval process for certain tests, procedures, or hospital stays.

In Healthcare Communication

Ask "does this need preapproval, who is submitting it, and when will we know?"

Related Terms