Mirror, Mirror, on the Wall, Who's the Communicationally Competent One of All? and the Other Side of the Mirror

Abstract

This chapter focuses on health professional competence and consequent evaluation by patients who establish with them a therapeutic relationship. Based on a literature review and proposals of best practices to implement in health encounters, it is concluded that competent communication has to give attention to verbal and non-verbal dimensions and to the patient's expectations. Results reveal that the competences are empathy, respect, inclusion of the patient in choices and decisions, confirmation of understanding, use of plain language, and positivity. On the patients' side, some common expectations are associated with the humanization of relationships, such as the manifestation of patience by professionals to the patients' queries and the adoption of personalized communication. The communication lapses are more related to poor attitudes of health professionals, and the patients' expectations can vary depending on their sociodemographic attributes. Different communication styles of health professionals generate different evaluations and expectations of patients.