Communicating Clearly with Patients and Families

Who this course is for

Physicians, nurses, dentists, pharmacists, optometrists and opticians, chiropractors and other regulated health professionals in every Canadian province and territory, including those responding to a college complaint, an ICRC or committee decision, an undertaking or a remediation program.

Course details

Learning time

2 hours (estimated learning time including knowledge checks, reflection and assessment)

Standards covered

CanMEDS Communicator role; nursing, pharmacy, dentistry and allied health competency frameworks; provincial college communication, consent and virtual-care standards; Ontario Health Care Consent Act, 1996; PHIPA, Alberta Health Information Act, Manitoba PHIA and PIPEDA; Canadian Disclosure Guidelines and apology legislation; CIHC framework; TRC Calls to Action and In Plain Sight; Canadian Incident Analysis Framework

Format

Online and self-paced: gated lessons with knowledge checks, case studies, a reflective account and a final assessment

Assessment

10 multiple-choice questions, 80% to pass (8 of 10), with explanations after each attempt

Outcome

Certificate of completion and a written reflective account you can keep for your CPD or quality-assurance record

1. 1Overview and Relevance5 lessons

   • Why effective communication is foundational in Canadian healthcare
   • The Canadian regulatory context
   • How communication breakdowns occur in real practice
   • The impact of effective communication on patients, practitioners, and systems
   • Why this course is essential for healthcare professionals in Canada
2. 2Core Concepts and Definitions10 lessons

   • What is effective communication in healthcare?
   • Verbal communication: words, tone, and clarity
   • Non-verbal communication: body language, silence, and presence
   • Active listening and the importance of attentiveness
   • Cultural safety in communication
   • Trauma-informed communication
   • The role of emotional intelligence (EQ) in communication
   • Communication in interprofessional and team-based care
   • Communication in virtual care and technology-assisted interactions
   • Written communication: documentation, email, and messaging
3. 3Regulatory Expectations in Canada10 lessons

   • The role of regulatory colleges in communication standards
   • Communication as a core competency across all professions
   • Regulatory requirements for informed consent communication
   • Cultural safety expectations in communication
   • Expectations for communication in challenging situations
   • Interprofessional communication expectations
   • Requirements for written and digital communication
   • Communication in virtual care: regulatory expectations
   • Professionalism in responding to patient concerns and complaints
   • Consequences of poor communication
4. 4Ethical & Professional Challenges10 lessons

   • Communicating under time pressure without compromising quality
   • Managing emotionally charged conversations
   • Balancing honesty with sensitivity
   • Avoiding bias, assumptions, and judgmental communication
   • Maintaining professional boundaries in communication
   • Communicating with patients who have language, literacy, or sensory barriers
   • Navigating communication in high-conflict situations
   • Interprofessional communication challenges
   • Communicating about errors, delays, or system failures
   • Emotional fatigue and burnout affecting communication
5. 5Canadian Case Studies
6. 6Insight, Reflection & Growth10 lessons

   • Understanding insight in communication practice
   • Reflective practice as a tool for communication improvement
   • Recognizing human factors that influence communication
   • Strengthening emotional regulation in communication
   • Learning from feedback, complaints, and peer review
   • Cultural humility and communication growth
   • Developing communication skills through CPD
   • Using supervision and mentorship to improve communication
   • Embedding reflection into daily communication practice
   • Sustaining long-term professional growth in communication
7. 7Remediation & Preventing Recurrence10 lessons

   • Understanding the purpose of remediation in communication
   • Conducting a root cause analysis (RCA) of communication issues
   • Designing a targeted, meaningful remediation plan
   • Improving clarity and verification of understanding
   • Strengthening cultural safety and trauma-informed communication
   • Enhancing emotional regulation and conflict de-escalation
   • Improving interprofessional communication and handover
   • Addressing communication in virtual care
   • Monitoring progress and demonstrating sustained improvement
   • Demonstrating insight and remediation to regulators
8. 8Applying Principles Daily10 lessons

   • Start every interaction with presence and attention
   • Use plain language and avoid jargon
   • Practise active listening in every encounter
   • Routinely check and confirm understanding
   • Communicate with empathy and emotional regulation
   • Apply cultural safety to everyday communication
   • Use structured tools for team communication
   • Communicate clearly in virtual and phone-based care
   • Set and maintain professional boundaries in communication
   • Reflect briefly on communication at the end of each day
9. 9Conclusion & Key Takeaways1 lesson

   • Key takeaways

Assessment and certificate

Fitness To Practice

Certificate of Completion

This certifies that

Your Name

has successfully completed

Communicating Clearly with Patients and Families

Completed12 Oct 2026

2hours (estimated)

Certificate IDFTS-7Q4K-2M9X

Continuing professional development record — Canada