In healthcare, we speak fast because we work fast. Wards are busy, clinics are full, alarms are sounding, and priorities are constantly shifting. In the middle of all this, we rely on familiar phrases — short, comforting, automatic lines that help us move on to the next task.
The problem is not intention.
The problem is interpretation.
Patients do not hear these phrases the way clinicians mean them. They hear them literally, emotionally, and often at their most vulnerable moments. What feels like a harmless habit to staff can shape how safe, respected, and valued a patient feels.
This post explores common things we say in healthcare without thinking, why they matter, and how small changes in language can dramatically improve patient experience.
Why Language in Healthcare Matters More Than We Think
When someone is unwell, anxious, in pain, or alone, their brain is not filtering language logically. It is scanning for safety cues. Tone, wording, and promises — even unintended ones — carry weight.
Research into patient experience consistently shows that communication quality influences:
- Trust in healthcare professionals
- Willingness to cooperate with care
- Perceived pain and distress
- Overall satisfaction with treatment
Language is not an “extra” skill. It is a clinical tool.
1. “I’ll Be Back in a Minute”
This is one of the most commonly used phrases in healthcare — and one of the most misunderstood.
To staff, it usually means:
- “I need to step away briefly”
- “I’ll return when I can”
To patients, it means one minute.
When that minute turns into 20 or 40, patients may begin to feel forgotten, abandoned, or unsafe. For someone already anxious, waiting without information can feel endless.
What works better:
“I need to step away, but I’ll come back as soon as I can. If you need help urgently, please use the call bell.”
This sets a realistic expectation without making a promise you may not be able to keep.
2. “Give Me Two Seconds”
In healthcare, “two seconds” often means after I finish this task, answer that bleep, and speak to that colleague.
For patients, especially those in pain or distress, this phrase can feel dismissive — even when it is not intended that way.
It can communicate:
- “You’re not important right now”
- “Your need can wait indefinitely”
What works better:
“I’ll come to you as soon as I’ve finished this.”
It is honest, respectful, and still efficient.
3. “This Won’t Hurt”
This phrase is usually said with kindness, but it is one of the most risky promises in healthcare.
Pain is subjective. What feels like mild discomfort to one person may be painful to another. When pain is minimised and then experienced, trust is lost immediately.
Patients often remember this mismatch far longer than the procedure itself.
What works better:
“You may feel some discomfort or a sharp sensation for a few seconds. Let me know if you need me to pause.”
Honest preparation reduces fear far more effectively than false reassurance.
4. “It’s Just Routine”
Routine for staff does not mean routine for patients.
Procedures that are performed multiple times a day by healthcare professionals may feel invasive, frightening, or overwhelming to someone experiencing them for the first time.
This phrase can unintentionally minimise:
- Fear
- Lack of understanding
- Emotional distress
What works better:
“We do this often, but I’ll explain what’s happening and answer any questions you have.”
This validates the patient while still reassuring them.
5. “Try Not to Worry”
Anxiety is not something patients can simply switch off.
Telling someone not to worry can feel like:
- Their fear is unreasonable
- Their emotions are inconvenient
Even when well-intended, this phrase can shut down communication.
What works better:
“I can see this is worrying you. Let’s talk through what’s happening.”
Acknowledging anxiety often reduces it.
6. “You’re Fine”
This phrase is especially tricky.
Clinicians often mean:
- Observations are stable
- There is no immediate danger
Patients may hear:
- “You’re overreacting”
- “Your symptoms aren’t important”
This can be particularly damaging when patients feel something is wrong but cannot explain it clearly.
What works better:
“Your observations are stable right now, but I want you to tell me if anything changes or feels worse.”
This reassures without dismissing.
7. “It’ll Only Take a Moment”
In clinical reality, tasks often take longer than expected. Interruptions, emergencies, and delays are part of healthcare.
For patients, waiting without updates feels much longer than waiting with explanation.
Repeated delays without communication can increase frustration and anxiety.
What works better:
“This may take a little time, but I’ll keep you updated.”
Updates matter more than speed.
8. “We’ll Sort It Out”
This phrase is often used to reassure, but patients frequently hear it as a promise.
When plans change — as they often do in healthcare — patients may feel misled or disappointed, even though no guarantee was intended.
What works better:
“We’re working on the next steps, and I’ll update you once we have more information.”
This keeps expectations realistic.
9. “It’s Policy”
While policies are important, this phrase can feel cold or dismissive when used without explanation.
Patients may feel:
- Powerless
- Shut down
- Excluded from decision-making
What works better:
“This is part of our policy to keep patients safe. Let me explain why.”
Understanding increases cooperation.
Why These Small Phrases Have a Big Impact
Patients rarely remember every clinical detail of their care.
They remember how they were spoken to.
The phrases we say without thinking can influence:
- Trust in the healthcare system
- Willingness to return for care
- Perception of safety and dignity
- Emotional recovery alongside physical recovery
Clear, honest communication does not slow care down. It improves it.
Final Thoughts
Most of these phrases are said with good intentions. They are habits, not mistakes. But habits can be changed.
In healthcare, kindness paired with clarity is powerful.
If we pause for just a second before speaking, we can turn automatic phrases into meaningful communication — and small changes in language can leave a lasting positive impact on patients’ lives.
