Medical Truth.. The Patient's Right and the Doctor's Test
Expert calls for mandatory training for health personnel on communication skills
Amman5 min read
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Complaints and experiences from patients and their families regarding the way some doctors and nurses treat them raise questions about the extent of attention paid to human communication skills in the qualification of health personnel, and whether scientific and clinical competence alone is sufficient to provide integrated healthcare.
At a time when patients and their families face difficult health and psychological circumstances, the way medical information is communicated to them or their questions are answered may turn into an additional source of anxiety, even though clear and respectful communication is supposed to form an essential part of healthcare.
The issue is not about demanding that the doctor hide facts or downplay the severity of a medical condition, but rather how to convey it in a style that combines frankness and professionalism with consideration for the psychological state of the patient and their family.
In this context, "Alrai" has received complaints from citizens regarding the manner of treatment within some health institutions, and poor communication and delivery of medical information in a way they described as sometimes harsh.
One female citizen spoke about her experience while following up on the condition of a patient from her family in a hospital, pointing to a lack of interest in her inquiries and her failure to obtain sufficient clarifications regarding the condition and treatment procedures.
In another testimony, one of the patients' relatives pointed to difficulties he faced in communicating with health personnel and obtaining clear information, considering that the dry manner of treatment increased the family's anxiety.
Although it is not possible to generalize these complaints to all health institutions and personnel, they open a discussion about the importance of having clear mechanisms for communicating with patients and their families, especially in emergency and intensive care departments, where the need to contain anxiety and convey information within professional standards and medical confidentiality is multiplied.
For his part, the Secretary of the Jordan Medical Association, Dr. Muzaffar Al-Jalamdeh, confirmed that human communication skills and consideration for the psychological state of the patient and their family constitute a fundamental pillar in the preparation and qualification of a doctor, and are no longer just a personal effort, but have become part of modern medical curricula, medical psychology courses, and professional ethics, in addition to training on approved protocols for delivering difficult medical news.
He explained in a statement to "Alrai" that these skills develop over years of study, field experience, and dealing with different cases, and therefore, delivering harsh medical news is usually assigned to the most experienced doctors, such as consultants and senior specialists, for their ability to contain the shock and support the family psychologically.
Al-Jalamdeh pointed to the role of the Medical Association, in cooperation with health institutions and medical councils, in consolidating the human aspect of the profession through workshops and conferences, noting an increasing trend to expand approved training programs within continuous professional development and the qualification of intern doctors.
He stressed the importance of adhering to the code of professional ethics, which emphasizes preserving the patient's dignity and treating their relatives well.
Regarding professional accountability, Al-Jalamdeh explained that the investigation and professional discipline committees in the association receive complaints related to fees and medical errors, while complaints related to the style of treatment and communication are reviewed through the Professional Ethics Committee, as they are considered non-technical complaints, noting that such cases are very few in the association's dealings.
In turn, health expert Dr. Abdul Rahman Al-Maani confirmed that communication skills with patients and their families are no less important than scientific and clinical skills, and that the competence of a doctor or nurse is not measured only by their ability to diagnose and treat, but also by their ability to convey medical information clearly and respectfully.
He explained in a statement to "Alrai" that complaints related to the style of treatment raise questions about the adequacy of training on human communication, as scientific excellence does not necessarily mean possessing the skills to deal with fear and anger or delivering difficult medical news.
Al-Maani pointed out that dealing with patients' relatives, especially in emergency and intensive care, requires special skills, given the tension families experience and their need for a clear explanation of the condition and treatment procedures, away from coldness and complex medical terminology.
He stressed that medical frankness does not conflict with human empathy, and that informing the family about the seriousness of their patient's condition must be done clearly and professionally, without hiding facts or providing unrealistic reassurances, and at the same time without cruelty or ignoring their feelings. Al-Maani called for the inclusion of mandatory and continuous training courses for doctors and nurses, including dealing with relatives of critical cases, delivering difficult news, containing tense situations, and managing dialogue with patients and their families. He considered that these skills should be subject to practical evaluation, not limited to theoretical lectures or formal courses, while benefiting from patients' complaints and observations in identifying weaknesses and improving performance. He believed that work pressures, staff shortages, and long shift hours might affect the quality of communication, but they do not absolve health institutions of the responsibility to provide a suitable work environment and ensure adherence to professional behavior.
