Useful phrases | Right Decisions

The table below brings together some useful phrases to use in various contexts.

Please note that the table may need to be scrolled horizontally and/or vertically in order to view all information, depending on your device.

Key point	Promote	Avoid
Validation	Active listening “That sounds really tough.” “You are not alone.” “Your pain is real.”	“Lots of people have your problem.”
Partnership working	“I’m happy to work with you but we need to work in partnership.”	“You need to manage it yourself.”
Values led management plan	“What are things that are important for you to be able to do?”	“What are your goals?” (may be interpreted as what am I expected to do)
Pain	Understanding the difference between acute and chronic pain	“Your pain is not real – it's all in your mind.” “There is no damage or cause for your pain.”
Being honest while giving hope	“I need to be honest, this is a long-term condition. There are lots of things that can help but there isn’t a magic tablet or intervention that will cure it.”	“X medication or intervention will cure this.” “Nothing can help.”
Chronic pain management	“The evidence tells us that chronic pain is best managed a bit like a jigsaw, piecing all the right bits for you together. This all works together to retrain your pain-sensor system.”	“There’s nothing we can do.” “You have to manage it yourself.” “(Just) take this medication...”
What works	“We know pain management is improved by understanding pain better - everything that matters to you matters to your pain.” “Things that make a difference to pain include: activity, sleep, relaxation, mental health, stress management and emotional well-being.” “Understanding your pain is the first step. Here are some resources that you might find helpful.” “I know this is hard so can you book a follow up appointment in (I suggest) four weeks, once you have been through the resources?”	Stating that there are cures available or conversely that nothing works
Mood and mindset	“Pain and mood are connected - can I check how you are feeling?”	Viewing pain only through a biomedical lens
Low back pain	“Spine joints, discs and cartilage are very strong, and it takes a lot of force to damage them.”	“Pain is due to severe damage or crumbling bones” – causes a fear response and heightens pain signals
Imaging	“Scans show normal age-related changes.” “Your joints are showing signs of normal ageing.” “The body continuously wears and repairs throughout life. Just like wrinkles on the skin, joints also show wrinkles over time.”	“There is damage.” “There is wear and tear.”
Medication	“Medication may have a role but only as part of a wider management plan. The most effective medication is one that helps at the lowest effective dose with minimal side effects. We can try a medication but if it’s ineffective then we’ll stop it.”	“This tablet will fix it.” Avoid prescribing without it being part of a plan.
Movement	“Physical activity is important to maintain strength and flexibility, and this helps you with your everyday activities. It helps you feel better as it releases the body’s own feel-good chemicals.” “Let's work together to find safe ways for you to move again.” “Let’s find something you enjoy doing.”	“You need to exercise.” “Hurt causes harm.”