The five clinical communication criteria in TCF Speaking are Relationship-building, Understanding and Incorporating the Patient's Perspective, Providing Structure, Information-gathering and Information-giving. Having two or three flexible phrases ready for each means you can focus on the patient instead of searching for words. This guide gives you a phrase bank for each criterion, a template, and an example of the phrases working together.
Relationship-building
- "Hello, I'm [name], the [profession] looking after you today."
- "Thank you for coming in. How are you feeling today?"
- "That sounds really difficult, especially with [their situation]."
- "There's no right or wrong answer. I just want to understand."
Understanding and incorporating the patient's perspective
- "What do you think might be causing it?" (ideas)
- "What worries you most about [topic]?" (concerns)
- "What were you hoping we could do today?" (expectations)
- "You mentioned you're worried about [concern], so let's talk about that first."
Providing structure
- "First I'd like to ask a few questions, and then we can talk about options."
- "There are two things I'd like to cover: [A] and [B]."
- "Now that we've talked about [A], can we move on to [B]?"
- "Before we finish, let's recap the plan."
Information-gathering
- "Can you tell me more about [symptom or situation]?" (open)
- "When did it start? Does anything make it better or worse?" (focused)
- "So, if I've understood correctly, [summary]. Is that right?" (summarising)
Information-giving
- "What do you already know about [condition or treatment]?"
- "In simple terms, [plain-English explanation]."
- "Does that make sense so far?"
- "Just so I know I've explained it clearly, could you tell me [key point]?"
Phrase template for any role-play
Open: "Hello, [title surname]. I'm [name], the [profession]. I understand you're here about [reason]."
Perspective: "Before we go on, what's worrying you most about [topic]?"
Signpost: "Okay. First I'll [explain / ask], and then we'll [plan]."
Explain: "What do you already know about [topic]? ... In simple terms, [one idea]. Does that make sense?"
Empathise: "I can understand why you'd feel [emotion]."
Close: "So, to recap, [plan]. Could you tell me [key point]? Is there anything else?"
Example: the phrases in a nursing role-play
Nurse: Hello, Mr Novak. I'm Priya, one of the nurses on the ward. I understand you're going home today with a new tablet. Before I explain it, what's on your mind about it?
Patient: My neighbour said blood thinners make you bleed everywhere.
Nurse: I can understand why that would worry you. Let's talk about that first. Then I'll go through how to take it. What do you already know about why you've been given it?
Patient: Something about my heart rhythm?
Nurse: That's right. In simple terms, your heart rhythm makes clots more likely, and this tablet makes clots less likely to form. It can make you bruise more easily, but serious bleeding isn't common. Does that make sense so far?
Patient: Yes, that's less scary.
Nurse: Good. So, to recap: one tablet every evening, and call us if you notice any unusual bleeding. Just so I know I've explained it clearly, when will you take it?
Phrases used: introduction and purpose (Relationship-building), "what's on your mind" (Patient's Perspective), "first... then..." (Providing Structure), "what do you already know" and "in simple terms" (Information-giving), and an explain-back check before closing.
Phrases to avoid
| Avoid | Say instead |
|---|---|
| "Don't worry." | "I can understand why you're worried. Let's talk about it." |
| "Do you understand?" | "Just so I know I've explained it clearly, could you tell me...?" |
| "You must..." | "I'd strongly recommend..., because..." |
| "Your INR is high." | "Your blood test shows your blood is taking longer to clot than we'd like." |
See the phrases in full conversations in the role-play examples guide, and practise them with an AI patient in the Exam Hero question bank.
