How to foster better communication between physician and patient | Expert Opinion

Have you ever thought that your doctor doesn’t listen to you? Or your doctor doesn’t hear what you’re trying to say? Many patients are probably nodding their head “yes” to this question.

Physicians, too, sometimes wonder whether our patients understood us. Did we actually address their concern? Or did we get sidetracked?

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I’m going to let you in on a technique that can foster better communication between physicians and patients. It goes by the acronym “WIG.” While it may sound like a dance from the ‘60s, it actually stands for “What I Got.” For example: “What I Got is that you are worried that your chest pain could be a heart attack.” A more formal way to describe this is “reflective listening,” a practice that has you repeat back to people what they said (or, what you think they said) to help clarify their statement.

Doctors begin learning how to communicate with patients their first week of medical school. Yes, that early in training. Because, guess what? Doctors want to listen — we do. In fact, I feel as if I spend most of my time listening, whether to the words patients use to describe their symptoms, the way they may hesitate to disclose sensitive information, the beat of their heart, or the gurgle of their belly.

But I can acknowledge that patients may not always appreciate that I’m listening and that sometimes I don’t do as good a job as I would like.

Here is when a “WIG” comes in handy, though I usually phrase it a bit differently. I like to say, “So, it sounds like you’re saying ... .” And then I try to repeat, word for word, what my patient just told me. I aim to use their words to better reflect that I did hear them. This technique is incredibly useful for us both. My patient has a chance to either nod in agreement or tell me that I didn’t get it right. Then we have a chance to clarify before we proceed.

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But a “WIG” doesn’t have to be just for doctors to use. I’d like to encourage patients to go ahead and try a “WIG” with your doctor at your next visit. This may be best employed at the end of the visit, after your doctor gives recommendations and reviews the plan. Try repeating it to make sure you’re on the same page.

This will help you ensure that your doctor heard your concerns and that you understand the plan. Taking a minute to make sure you are both being heard can save time down the line and leave you feeling more confident in your care.

Amanda Finegold Swain is a family medicine physician who works in the University of Pennsylvania Health System.