By Adam Widdison, author of The Expert Clinician
In this series on Information Exchange, we have explored how the language we use, the questions we ask and the way we listen do more than help us learn the details of a problem. They help us connect, understand the patient as a person, build confidence and earn trust.
But information exchange is a dialogue.
The goal is not only for the healthcare professional (HCP) to learn from the patient. The patient also needs to learn from us and understand our opinions, recommendations, and the information needed to make decisions about their care.
Sharing information enhances understanding, which is crucial for decision-making, reduces anxiety, strengthens the therapeutic relationship, and improves safety.
Done well, it makes the consultation meaningful. Done poorly, it can leave a patient uncertain, confused, or distressed; erode trust; and, in some circumstances, cause harm.
This post explores how to share information safely and effectively.
To share or not to share
The starting point should usually be to share. Patients have the right to understand their health and the decisions made about their care.
Withholding information should be a deliberate decision, made only when there is a clear reason.
Before sharing information, consider:
- Do you have the knowledge and information needed to explain the situation clearly?
- Is the timing and setting appropriate?
- Does the patient have the capacity to understand and use the information?
- Do you have enough time, or would it be better to wait rather than rush?
- Would it help if the patient had someone with them?
- What is the best way to share the information – in person, in writing, via a reliable online resource, or by involving another specialist?
Carefully consider what you want to say.
Most often, we share information to explain—conditions, symptoms, implications, management options, prognosis, benefits, risks, what to expect, and the patient’s responsibilities—information essential to informed decision-making and consent.
Sometimes reassurance or simple advice is all that is required.
Whatever the purpose, how you share information matters. If mishandled, the patient may remain uncertain, confused, or distressed, which could lead to harm, erode trust, and damage the working relationship.
Timing is everything
During the consultation, “read the room”—assess the patient’s demeanour and mood. This helps determine when, what and how to share information.
When patients attend consultations to receive test results or other information, use the introduction to confirm their understanding of the visit’s purpose or to provide a brief summary to set the context.
If you need more information, such as details of other treatments or the patient’s functional status, ask the relevant questions.
Sharing information at the right moments during the consultation, such as linking smoking cessation advice to the risks of a future operation, can improve how well it is received.
If the patient hasn’t requested information, asking for permission can signal that important news is forthcoming. For example:
“Can I tell you what I know?”
Or
“Would you like to hear what I think is causing the pain?”
Alternatively, start the conversation by asking about their concerns.
“What are you most concerned about?”
Simple questions not only introduce the topic but also shape it into an engaging conversation rather than a lecture.
At the end of the consultation, provide a brief summary of key findings, a clear clinical opinion, a repeat of key messages, and an agreed plan for next steps.
Since this may be what the patient remembers, ensure it is memorable.
A practical guide to getting your message across
Whenever possible, begin by understanding the patient as an individual—their background, existing knowledge, potential barriers, and emotional state. This allows you to customise the content, language, tone, and pacing accordingly. For example, a retired engineer might appreciate more detailed information, while a fatigued young parent with children may favour clear next steps and a printed leaflet to review later.
Keep it simple
Remember, they are a person with a problem, not simply a problem to be solved. Use everyday language. Avoid jargon, or explain it immediately—“high blood pressure” rather than “hypertension” and “swelling” rather than “oedema.”
Simple language isn’t about talking down to patients. It is about ensuring the message is understood.
Pace and structure the conversation
Do not rush.
Before delivering information, show an interest in how they are and check whether anything has changed since the last visit.
“How have things been since we last met?”
Find out what they already know.
“What have you already been told about your scan result?”
Break the information into manageable chunks and allow time for questions.
For example,
When talking to a patient with newly diagnosed atrial fibrillation,
- Explain the diagnosis first.
- Then the stroke risk and why anticoagulation is recommended.
- Then the practicalities of taking tablets and monitoring.
Pause after each part.
Giving information in stages allows the patient time to absorb it and ask questions.
Get the content right
The level of detail should reflect the patient’s wants and needs. Check as you go.
“Have I told you enough for now?”
“Is there anything else you’d like to know before we decide on the next step?”
Be honest. Avoid false reassurance or unnecessary alarm, and acknowledge uncertainty when it arises.
For example, when speaking to a patient with a breast lump awaiting a biopsy, you might say:
“The examination and mammogram have shown something that requires further investigation. Most of these changes turn out to be benign, but we won’t know for certain until we receive the biopsy result. I’ll arrange the biopsy as quickly as possible.”
Show empathy
Information is rarely just information. Patients interpret what they hear through their own experiences, hopes and fears.
Recognise their feelings and invite questions rather than simply presenting facts.
“I can see that this news about diabetes is a lot to take in.”
“This must feel overwhelming after all you’ve already been through.”
Then allow time for silence.
Be collaborative
Patients want different things.
Some prefer clear instructions:
“Take one tablet every morning with food.”
Others respond better to partnership.
I understand that shift work can disrupt regular mealtimes—how can we incorporate metformin into your routine to ensure it is effective for you?
The aim is to work with the patient in front of you.
Distinguish fact from opinion
Be clear about what you know, what the evidence indicates, and what your professional recommendation is:
“The evidence shows that…”
“In my experience…”
“I recommend we start the inhaler because…”
“The multidisciplinary team reviewed your scans and recommends surgery.”
Avoid misunderstanding
Preventing confusion is far easier than correcting it later.
Instead of saying:
“Stopping smoking halves your risk of complications,”
you might say:
“Your risk of a wound infection is very low, about 2 in 100. Stopping smoking before surgery halves it to about 1 in 100.”
Numbers are only useful when the patient understands what they mean.
Check understanding
What we say is not always what the patient hears.
Ask the patient to explain key points in their own words:
“Just to make sure we’re on the same page, how do you plan to explain this treatment plan to your partner tonight?”
Or:
Could you tell me the warning signs that indicate you should return immediately?
This is not a test of the patient. It tests how well we have explained the information.
Correct any misunderstandings and check again.
Summarise, support and safety-net
Before the consultation ends, summarise what has been discussed and agree on the next steps.
Today, we’ve confirmed you have gout, started a short course of anti-inflammatories, and scheduled blood tests. We’ll see you again once the results are available.
Then ask:
“What questions do you have?”
Aim to leave the patient with clear next steps and a realistic sense of hope.
Where appropriate, provide written information or signpost them to reliable information resources. Arrange a follow-up if the information is complex or the patient is distressed; people often need time to process it and may return with questions later.
Finally, document what was discussed, the patient’s understanding, and the decisions reached.
Top tips for a more personalised approach
Click the link to find out more:
Take-home message
Sharing information is not simply about giving patients the facts. It is about helping them understand what those facts mean for them personally.
Before you begin, ensure the timing, setting and circumstances are appropriate.
Tailor the conversation to the individual patient. Use plain language, share information in manageable chunks, and pause to check understanding.
Be honest about uncertainty, show empathy, and clearly distinguish between evidence, opinion, and recommendations.
Conclude with a clear summary, practical next steps, appropriate support, and a safety net.
Listening helps us understand the patient. Sharing information helps the patient understand us. Both are essential to a meaningful conversation.
In the next post, I will discuss “Breaking Bad News” – why how we say it matters.
I’d love to hear your thoughts:
What approaches have worked particularly well – or less well – in your own practice?
We explore these ideas further in The Expert Clinician: Bridging the Clinical Divide. If you’re interested in developing a more adaptive, patient-centred approach, you can read more here:
The Expert Clinician 
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