The importance of two-way communication in healthcare

According to the study Quality communication can improve patient-centred health outcomes among older patients: a rapid review, “Communication is a critical clinical competence because it establishes trust between providers and patients, creating a therapeutic relationship.” The study further notes that patient-provider communication “plays several functions, including making decisions, exchanging information, improving the physician-patient relationship, managing the patient’s doubts, addressing emotions, and enhancing self-management. Features of effective or quality communication include involving patients in decisions, allowing patients to speak without interruptions, encouraging a patient to ask questions and answering the questions, using a language that the patient understands, paying attention to the patient and discussing the next steps. This communication also includes listening, developing a good interpersonal relationship, and making patient-centred management plans.” By promoting dialogue rather than delivering instructions unilaterally, healthcare providers can better understand patient concerns, preferences, and values, which in turn leads to more personalized and effective treatment plans.

What is two-way communication?

Two-way communication is an interactive exchange where both the healthcare provider and the patient actively participate in the conversation. According to the Page Center’s definition of two‑way communication, this communication model includes a message sender, a receiver, and feedback, which makes the interaction reciprocal. In two-way communication, the recipient listens, interprets, and replies to the sender in addition. As the article notes, “The practitioner listens to the feedback and then adjusts the message based upon it when appropriate.” This creates a loop in which both parties are actively involved rather than passively exchanging information.

In practice, this means that a provider explains a diagnosis or treatment, invites the patient to ask questions, listens to patient concerns, and then adjusts the care plan based on patient feedback. Additionally, patients are encouraged to express symptoms or barriers to care and clarify anything they do not understand. This ongoing feedback loop is what distinguishes two‑way communication from one‑way messaging, where information is simply delivered without patient input or response.

The article states that “listening to others is often key to creating a dynamic and trusting communication environment.” In healthcare, this translates to providers presenting information and also pausing to hear the patient’s concerns and validate their experiences. Patients, in turn, become partners in the care process rather than passive recipients of medical advice. The exchange helps healthcare teams adjust messages and plans to align with the patients’ needs, preferences, and circumstances.

Related: How secure communication leads to operational stability

Why two-way communication matters in healthcare

The study, A literature-based study of patient-centered care and communication in nurse-patient interactions: barriers, facilitators, and the way forward, notes that “Respectful communication between nurses and patients can reduce uncertainty, enhance greater patient engagement in decision making, improve patient adherence to medication and treatment plans, increase social support, safety, and patient satisfaction in care. Thus, effective nurse-patient clinical communication is essential to enhancing patient-centered care and positive care outcomes.”

The study shows that when healthcare providers and patients engage in dialogue rather than simply exchanging instructions, it leads to better understanding, stronger relationships, and improved outcomes. Some benefits of two-way communication identified in the study include:

Enhances patient engagement and disclosure

The study found that effective communication between patients and healthcare providers is essential for care and recovery. When interactions are two-way, where patients speak and are actively listened to, they are more likely to share important health information and concerns.

Patients often know things that are not immediately visible to clinicians: symptoms they don’t think are relevant, fears about treatments, or barriers to following medical advice. Two-way communication encourages this disclosure because patients feel they are being heard without interruption and their contributions are valued.

See also: Using email templates to enhance patient engagement

Reduces uncertainty and misunderstanding

According to the study, effective communication processes “are essential to more accurate patient reporting and disclosure.” When providers ask patients to explain symptoms in their own words and respond with empathy, misunderstandings are less likely.

This is especially important in complex care situations such as chronic disease management, post-surgery recovery, or medication adherence, where even small misunderstandings can lead to errors, gaps in care, or unnecessary complications.

Strengthens the therapeutic relationship

According to the study, when patients feel respected and understood, they are more likely to adhere to treatment plans, follow up appropriately, and participate in shared decision-making. This shared participation anchors patient-centered care and moves healthcare away from a paternalistic model toward true collaboration.

Supports shared decision-making

Two-way communication empowers patients by involving them in choices about their healthcare journey. The research describes person-centered communication as a process that “invites and encourages patients and their families to actively participate and negotiate in decision-making about their care needs.”

When healthcare providers consider patient preferences, values, and priorities, they can create care plans that are realistic and acceptable to the patient. This approach aligns with the patient's desires, which is particularly important in managing long-term conditions such as diabetes, hypertension, HIV, or cancer.

Read also: Using HIPAA compliant email for chronic disease management outreach

The role of digital communication in two-way communication

Digital tools are increasingly strengthening two-way communication in healthcare through asynchronous messaging platforms such as secure email. A 2024 scoping review on asynchronous digital communication after hospital discharge, The use of asynchronous digital two-way communication between patients and healthcare professionals after hospital discharge: A scoping review, determined that these tools support ongoing dialogue between patients and healthcare professionals without requiring both parties to be available at the same time. This flexibility makes communication more accessible and convenient for both patients and clinicians.

The study stresses that digital two-way communication can improve continuity of care, especially during vulnerable periods such as post-discharge recovery. Patients can ask questions about medications, symptoms, or follow-up care without waiting for their next appointment, thus reducing uncertainty and anxiety. Patients appreciated the ease of sending messages at a convenient time, and some preferred messaging over phone calls because it felt more efficient and less disruptive.

Using Paubox for two-way communication

Paubox is a HIPAA compliant email solution that enables secure, two-way communication between healthcare providers and patients. It allows providers to securely send PHI from their existing email systems, while patients can reply without logging into a separate portal.

Paubox removes barriers like extra passwords or complicated platforms, making it easier for patients to ask questions, clarify instructions, and stay engaged in their care. This supports timely follow-ups, improves understanding of treatment plans, and helps reduce miscommunication.

Read also: Paubox products: In-depth feature analysis

FAQS

How can providers encourage more patient participation?

Providers can ask open-ended questions, use plain language, apply the teach-back method, avoid interruptions, and explicitly invite questions. Creating a non-judgmental environment also helps patients feel comfortable speaking up.

Does two-way communication take more time during appointments?

While it may seem time-consuming initially, effective two-way communication can reduce repeat visits, prevent misunderstandings, and decrease complications, thus saving time and improving efficiency.

What are the risks of poor communication in healthcare?

Poor communication can lead to medication errors, missed diagnoses, non-adherence, dissatisfaction, and even legal claims. It may also damage the patient-provider relationship.