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American hospital audits include patient experience and information between health providers and patients. An effective communication promotes stronger relationships between patients and professionals, impacting on the quality of care. We analysed the most important communication elements and moments for patients during their hospitalization, as a consequence of an exacerbation of their chronic disease. Focus groups and in-depth interviews were conducted to 30 admitted patients between 54 and 86 years old. The results identify doctors and nurses as the most effective interlocutors for the transmission of information, establishing differences. Important moments were the admission, before the diagnostic tests and discharge, and the topics of interest are diagnosis and symptoms. Written contents enable to get more information compared to oral transmission because they allow multiple readings. [ABSTRACT FROM AUTHOR]