From patients to clinicians to leaders, communication makes or breaks trust. Discover how advocates, clinicians and workplace experts are reshaping what inclusive communication looks like—and why meeting people where they are is the key to stronger care and collaboration.
October 30, 2025
Communication is the thread that connects every aspect of health care—between patients and clinicians, and among colleagues within care teams. Yet missteps in communication often lead to confusion, delays or even mistrust. To explore what inclusive communication looks like in practice, a patient advocate, a physician and a senior training consultant share their insights, revealing both the complexity of and the opportunity for building communication that works for everyone.
The challenge of “instant” communication
For patients and families, one of the most common hurdles is the expectation of immediate responses.
“We’re so used to things being presented to us right away—especially after COVID—because we asked for them,” says Misty Schoenthal, a patient advocate at Winship Cancer Institute of Emory University. “But health care is still run by humans, and everything takes time. Just because you sent a message doesn’t mean your team can reply instantly.”
This tension around waiting for communication transcends age groups. Younger patients may expect quick answers because of digital habits, while older patients often want responses just as quickly, sometimes driven by anxiety or fear of bad news.
“That’s not unique to health care," says Quinn Foster, senior training consultant, workplace culture and belonging at Emory University. “Humans are notoriously bad communicators—it doesn’t magically disappear in the workplace. The real pain point comes when we think of our way as the ‘right way’ to communicate.”
Breaking down complexity for patients
Medical language is often filled with jargon and acronyms. Translating that into plain language is essential.
“I’m not clinical, but I do understand the terminology,” Schoenthal says. “That allows me to translate what clinicians say into something patients and families can actually digest.”
When mistakes or delays happen, Schoenthal steps in to clarify, both logistically and linguistically. These small interventions help reduce stress and help families feel confident in their care.
Building trust through humanity
Trust is the foundation of inclusive communication. Schoenthal’s approach blends honesty with empathy.
“Sometimes I’ll share my personal story if I think it will bridge a gap. Other times, I read the room. If they need warmth, I’ll give that. If they need clarity, I’ll give that.”
By supporting patients’ choices—even if it means seeking care elsewhere—Schoenthal underscores her mission: “I’m here to support you as a person, not just your care within one system.”
How colleagues communicate differently
While patient-facing communication prioritizes empathy and clarity, colleague-to-colleague communication reflects training, roles and workplace culture.
“How we communicate depends on the background of the person, their training, and the role we expect them to play,” said Wendy Baer, MD, vice chair for wellness and a professor in the Department of Hematology and Medical Oncology at Emory University School of Medicine.
Communication shifts when handing off a case entirely versus assigning one discrete task, she explains, and personal connections can make exchanges lighter and more positive.
Foster notes, “Within any generation, there’s a huge diversity of communication styles. We act like stereotypes exist—and because we act as if they do, they end up impacting us.”
Leaders, in particular, shape communication norms. “Leaders do set the tone for how communication happens,” Foster says. “It’s not just the work work—it’s also the people work.”
The rise of virtual communication
COVID-19 accelerated virtual communication across medicine, both in patient care and among colleagues. Patients value telehealth’s convenience—no travel, parking or waiting rooms. Clinicians, too, benefit from virtual meetings that save time and distance.
Still, trade-offs exist. “Is it possible that in having more virtual meetings and fewer in-person ones, we miss out on collegiality—those extra conversations that improve relationships? It’s possible,” Baer says.
Technology itself plays a role: reliable Wi-Fi and audio can determine whether virtual communication feels smooth or frustrating.
Inclusive communication across cultures
Both Schoenthal and Baer highlight cultural dynamics. For Schoenthal, the biggest challenge arises in cultures where patients do not speak for themselves, relying on family instead. For Baer, the focus is on cultural competency training and curiosity.
“If we’re not communicating with our patients and families, we’re not going to be able to help them,” Baer says.
Foster emphasizes that inclusivity goes deeper than language. “The most effective strategy is meeting people where they are in how they communicate. Inclusive communication means adapting—recognizing difference without labeling it as wrong.”
Advice for Patients: Prepare, Ask, Clarify
Schoenthal encourages patients to prepare their questions in bullet points—especially through MyChart.
“Doctors love quick, clear questions,” she says “It helps everyone feel less overwhelmed and ensures nothing gets missed.”
Advice for Clinicians: Pause and Listen
For clinicians, both interviewees emphasized patience.
“Listen without responding right away,” Schoenthal advises. “Digest what the patient is saying before you answer.”
Baer stresses the importance of checking for understanding. “Ask, ‘Did that make sense? Do you have questions? Could I explain it another way?’”
Foster ties this back to team culture: “We need to create democratic spaces where everyone’s communication needs and preferences are heard. Not everybody will get their way, but people need to feel their voices were considered.”
A shared responsibility
Whether between patients and clinicians, or colleagues and leaders, communication in healthcare is never one-size-fits-all. It requires empathy, adaptability and clarity.
As Foster puts it: “It can’t be a one-and-done decision; communication norms need to evolve with the team.”
At its best, inclusive communication means meeting people where they are—whether that’s a patient waiting for test results, a colleague on a virtual call or a team trying to coordinate across disciplines. It builds not just understanding, but also trust, teamwork and resilience.