Communication forms the basis of doctor-patient relationship and more often than not, it is also at the root of many instances of conflict between the doctor and the patient or the relatives of the patient.

Professional competence is anyway expected from doctors give their medical education and qualifications, but they are also expected to be compassionate towards their patients. Patients expect their doctor to listen to them and be courteous at the same time.

Doctors are governed by regulations formulated by the Medical Council of India (MCI) relating to professional conduct, etiquette and ethics. While ‘Ethics’ is a subject that is often in the spotlight, conduct and etiquette are often ignored paving the way for a deteriorating doctor-patient relationship manifesting as violence, which we often read about in newspapers or watch on TV news reports.

A patient who comes to the doctor is emotionally vulnerable. He/she is going through several emotions such as anger, sadness, anxiety, fear, etc., which may at times manifest as negative behavior. But as doctors, we should always be empathetic to our patients.

It is important to remember that etiquettes and conduct are complementary to the science of modern medicine. I have devised an acronym ‘ALERT’ as a check list for doctors to improve their soft skills.

• Acknowledge the patientby his/her name; this is the first step across the barrier. Introduce yourself or your staff who would be involved in patient care
• Listen to your patients without interrupting or cutting them short in their narration. Try notto judge them.
• Explain the diagnosis, the proposed line of treatment, duration of treatment etc. to your patients. This formsthe basis of ‘informed consent’.
• Revise: Review your instructions or the information given with the patientto make sure that they have been understood correctly. This will help improve compliance to prescribed treatment and patient participation in decision making.
• Thank you: Say thank you to the patient. This is courtesy. He has trusted you with his health needs.

Following this check list will foster a doctor-patient relationship that is based on mutual trust and respect…the need of the hour.