Communication

Why communication matters

Effective communication is essential for high-quality healthcare. When staff communicate well with each other, and with people, their families and carers, people:

• understand their care and treatment better
• feel more satisfied
• often have better long‑term health outcomes

Poor communication is a major cause of avoidable harm and can also impact staff wellbeing. Without clear information, mistakes are more likely to happen.

What good communication looks like

Good communication involves:

• listening carefully
• using clear, simple language
• giving people time to speak
• encouraging open, two‑way conversations

High-quality, safe, and person-centred care relies on clear and effective communication among staff. This can be achieved through:

• effective multidisciplinary huddles

• clear and shared care planning
• accurate record‑keeping
• timely incident reporting
• good co‑ordination across teams
• training and development in effective communication

Healthcare Improvement Scotland provides more information on effective and inclusive communication.

Communication barriers

Some people face extra challenges with communication, including:

• people who need interpreters or information in different formats
• people with learning disabilities
• neurodivergent people
• people who lack capacity
• people from minority ethnic communities, vulnerable or marginalised groups

These barriers can make it harder to understand information or take part in decisions about their care.

Healthcare Improvement Scotland provides more detail on communication barriers and tailoring to individual needs and preferences.

Supporting high-quality, safe, and person-centred care

Communication influences every interaction in care. For example, it supports:

• person centred care planning
• shared and realistic decision making
• flexible visiting

Good communication involves people, their families, and carers. It can improve safety and lead to better outcomes for people receiving care.