Good Communication Goes Hand-in-Hand with Patient Safety
Mary Stoll, RN, BSN, Senior Risk Manager; Direct: 630.694.5377
In a 2015 report of over 23,000 malpractice claims (CRICO Strategies 2009-2013), communication errors factored into 30 percent of the cases. Of that percentage, there were over 1,500 deaths and nearly $2 billion in hospital costs.
The CRICO report asks some questions that can help outline the seriousness of the communication gap in healthcare:
- Are you concerned that information you convey through the EHR, or directly to other providers, is not received or reviewed?
- Do you ever find that test results or reports you expected to have are missing or unavailable?
- Have you ever been unclear why you are seeing a patient in a consultation?
- Have you ever had a post-op patient angry with you due to misunderstood expectations?
It is critical that information gathered and shared between clinicians, patients and their families must be done with concern and precision. Communication breakdown at any point during coordination and implementation of care can lead to patient harm.
Ask yourself:
- Are your communication skills on par?
- Do your patients leave their appointments feeling they’ve understood their condition and treatment? If so, how do you know?
- When handling off care to another physician or healthcare provider, are you having the necessary conversations?
Tips to Strengthen Patient Communication
- Build rapport with your patient at the initial visit by asking them non-medical questions.
- Look your patient in the eye and listen intently; letting them speak a few minutes uninterrupted.
- Use open conversation, assess the patient’s emotional needs and use empathy (“Can you tell me more about...?” “You seem really worried.”).
- Use the teach-back method to ensure patients comprehend and remember treatment information.
Studies indicate that poor doctor-patient communication is a causal element in many malpractice suits. It is a common assertion that if clinicians had only taken the time to foster a positive relationship with their patients, they would be less likely to face a lawsuit, even if there is medical error.
We understand that there are ever-increasing demands on physicians. Your time is limited, but creating personal rapport, expressing empathy, being a great listener and gaining patient trust in your practice can go a long way toward a successful patient-physician relationship.