Why the S.A.I.D Model Matters to Healthcare Clinicians

This is the final article in a series of three based on communication models.

In an era where patient-centred care is paramount, the S.A.I.D model offers a structured approach to improving communication with clients. By mastering these four strategies, clinicians can enhance their ability to connect with clients, understand their needs, and provide more effective care.

Breaking Down the S.A.I.D Model

Support: Building Trust and Rapport

Support involves actively listening and providing emotional backing to clients. This strategy is crucial for creating a safe, comfortable environment for open communication.

How it works:

1. Use active listening techniques (e.g., nodding, maintaining eye contact)
2. Offer verbal and non-verbal cues of understanding
3. Validate the client's feelings and experiences
4. Provide reassurance when appropriate
5. Demonstrate empathy in your responses

Clinical context:

When a client expresses anxiety about a new treatment, use supportive communication to acknowledge their concerns and build trust.

Advance: Moving the Conversation Forward

Advancing the conversation involves asking probing questions and suggesting next steps. This strategy helps maintain focus and progress towards treatment goals.

How it works:

1. Ask open-ended questions to gather more information
2. Summarise key points to ensure understanding
3. Suggest potential actions or solutions
4. Encourage client input in decision-making
5. Set clear, achievable goals for the next steps

Clinical context:

After discussing symptoms with a client, use advancing techniques to explore treatment options and develop an action plan.

Immerse: Engaging with the Client's Perspective

Immersion involves fully engaging with the client's viewpoint, which is essential for understanding their unique experiences and challenges.

How it works:

1. Practice perspective-taking
2. Ask questions to deepen your understanding of their situation
3. Reflect on how the client's experiences might influence their health beliefs
4. Avoid making assumptions based on your own experiences
5. Demonstrate genuine curiosity about the client's life and challenges

Clinical context:

When working with a client from a different cultural background, use immersion techniques to better understand how their cultural beliefs might impact their approach to treatment.

Discern: Observing and Analysing Communication

Discernment involves careful observation and analysis of the client's communication, helping clinicians identify underlying issues or concerns.

How it works:

1. Pay attention to non-verbal cues (body language, tone of voice)
2. Look for inconsistencies between verbal and non-verbal communication
3. Notice patterns in the client's communication style
4. Consider the context of the client's statements
5. Reflect on your own biases and how they might influence your interpretation

Clinical context:

If a client verbally agrees to a treatment plan but shows signs of hesitation, use discernment to explore potential unspoken concerns.

Implementing the S.A.I.D Model in Your Practice

To effectively use this model:

1. Practice each strategy individually before combining them
2. Use role-playing exercises with colleagues to hone your skills
3. Regularly reflect on your use of these strategies in client interactions
4. Seek feedback from clients on your communication style
5. Continuously refine your approach based on experience and feedback

When Clinician and Client Are Out of Sync

When clinicians and clients are operating in different conversational modes within the S.A.I.D model, it can lead to a breakdown in effective communication.

For example, if a clinician is focused on advancing the conversation towards a treatment plan (Advance) while the client is still seeking emotional support (Support), the client may feel rushed or that their concerns are being minimised.

This misalignment can result in decreased trust, reduced treatment adherence, and poorer health outcomes.

To mitigate these issues, clinicians should strive to be flexible in their approach, constantly assessing which aspect of the S.A.I.D model is most appropriate at any given moment.

This may involve cycling through different strategies within a single conversation, such as starting with Support, moving to Immerse to better understand the client's perspective, then using Discern to identify underlying concerns before finally Advancing to actionable steps.

By remaining attuned to the client's needs and adjusting their communication style accordingly, clinicians can ensure that conversations remain productive and client-centred, even when navigating challenging topics.

By mastering the S.A.I.D model, clinicians can significantly enhance their communication skills, leading to improved client satisfaction, better treatment adherence, and ultimately, better health outcomes.

Contact me to find out when I’m coming to your state for communication skills workshops