LAUSR

The importance of effective patient–provider communication has been reiterated in numerous scholarly publications and underscored by the shift to a more patient-centered model of health care. Provider communication is a key factor in patient satisfaction and medical adherence and has profound implications for patients’ physiological and psychological well-being (see Duggan & Thompson, 2011; Zolnierek & DiMatteo, 2009). Communication Case Studies for Health Care Professionals offers an interactive approach to exploring and enhancing provider communication. Author Michael Pagano uses his research and practice-based expertise in health communication to provide a deeper, more nuanced understanding of provider communication and realistic, evidence-based recommendations for practice. This workbook-style text uses communication theory and authentic examples of provider interactions to promote awareness, discussion, and advancement of providers’ interpersonal communication skills. This edition of the text presents 45 case studies that cover an array of health communication interactions. Health and interpersonal communication topics and theories are inherently present in every scenario, but these cases also illustrate the relevance of core concepts in nonverbal, organizational, intercultural and media communication. Each chapter/case study focuses on different health communication contexts and skills; these key topics are conveniently identified in the table of contents and concisely outlined in the preview for each individual case. Case studies are presented as role-play scripts complete with contextual information about the patient, the setting, and the provider’s nonverbal behavior. Every chapter features both ineffective and optimized approaches to the same interaction, discussion prompts, and a written practice exercise. Each case concludes with a review of key points about interpersonal communication and summary of vital insights (“take-away considerations”) that the contrasting role experiences and reflective exercises were designed to impart. Pagano begins each section with a brief introduction to core communication theories and concepts referenced in the unit. Case studies are organized into five sections—provider communication, patient communication, the media and health communication, the role of third parties in health communication, and culture and health communication. Patient and provider communication are not limited to the first two chapters; the section titles simply reflect a focus on different influences or aspects of the interaction. The first section provides multiple illustrations of how providers’ verbal and nonverbal behavior can impede or support information sharing and goal attainment. The unit begins with a brief summary of general characteristics of interpersonal communication, an explanation of goal congruence/ interdependence, and an overview of the different nonverbal communication codes (i.e., proxemics, haptics, and kinesics). A comparison of nonverbal norms in patient care and in everyday encounters then lays the foundation for explaining how nonverbal behavior impacts the balance of power in patient–provider interactions. The introduction to patient communication provides an overview of gendered communication styles and distinguishes between sex and gender. Cases in this section illustrate how a more feminine communication style is advantageous in (a) diffusing patient frustrations and anxieties, (b) building trust/ developing a relationship, and (c) promoting patient involvement and information sharing. Those new to the topic of gender communication may question the consistent privileging of the feminine style, but patient-centered care does more closely mirror a feminine style of communication. Other topics in this unit include health literacy, patient empowerment, verbal aggression, self-disclosure, feedback, and psychological/emotional/cognitive sources of noise in the channel of communication. The media and health communication unit introduces the topic of risk communication and briefly explains how media can educate and empower the public to adopt healthier behaviors. The preview concludes with a discussion of how users generally struggle with evaluating the credibility and validity of mediated communications. The case studies that follow testify to how media coverage of health-related topics and direct-to-consumer (DTC) advertising creates challenges for patient-provider communication. Provider– provider case studies lay the foundation for discussing how patient care is impacted by organizational communication, ethics, and public relations. Collectively, these cases stress the need for trust, empathy, and patient education and empowerment. The section on the role of third parties in health communication introduces attribution theory and the notion of learned helplessness. It also distinguishes between intrapersonal and interpersonal conflict and explains how these four concepts connect to physician and patient decision making. Cases in this unit help the reader understand how patient care is impacted by the presence of family members and the restrictions and requirements of insurance providers, the Health Insurance Portability and Accountability Act (HIPAA), and worker’s compensation policies. As in previous units, these cases emphasize the importance of effective nonverbal behavior and accommodating patients’ health literacy levels. This section also reiterates the value of establishing trust and soliciting and providing feedback to ensure comprehension of complex information. HEALTH COMMUNICATION 2017, VOL. 32, NO. 4, 520–522