| Friendliness |
Greeting, identifying self by the physician, engaging in social talk, showing friendliness, giving reassurance, not using jargon or professional language, not showing hierarchical difference, positive non-verbal communications, being humorous, holding closing conversation. |
| Respecting |
Expressing respect, listening to complaints completely and attentively, taking consent, allowing patients to ask questions, being culturally sensitive, refraining from discriminations (based on socio economic status, gender, religion, type of disease, or any other consideration), avoiding interruptions during consultation, having an acceptable appearance, and establishing or maintaining discipline inside consultation room. |
| Informing and guiding |
Communicating limitations, helping patients to find the right physician, explaining to patients different aspects of their disease or condition (cause, diagnosis, prognosis, treatment, preventive aspects, side effects of drugs, and result of tests), involving patients in decision making and care, providing patients with information on health promotion and disease prevention, writing prescription legibly, and facilitating follow up. |
| Gaining trust |
Maintaining confidentiality of information, referring immediately if necessary, taking help from colleagues in confusion, gaining trust, being service-oriented not businesslike, and refraining from illegal or unethical activities. |
| Optimizing benefits |
Counseling on social or family issues if related to the disease, going for a home visitation if demanded, considering individual need of the patient while prescribing, facilitating utilization of local resources, and showing financial sensitivity. |
