Healthcare Workplace Communication

Causes, Consequences, and Solutions

ASEKOMHE MONIKE
01 NRIAKA MOLOKWU CHIDERA
RUIPENG ZHU
COURSE:5105-7

INSTRUCTOR: AMANDA CLARE

NOVEMBER 14, 2023
 Agenda
Background 03

04
Causes
Hierarchies
Inadequate training
Language Barriers
Consequences 07
Patient Dissatisfaction
Medical Errors
Higher cost
Solutions 10
Enhanced training
Standardized
Language Services
11
Conclusion
Q&A 12
Reference 02

13
Background

Medical Errors and Communication

As previously mentioned, communication failures contribute to 30% of malpractice claims
(The Joint Commission, 2021).
Cost Implications:
in U.S. hospitals are estimated to waste over $12 billion annually cause by poor
communication (Institute of Medicine, 2012).
Patient Readmissions:
20% of patients experience adverse events within three weeks of discharge (Forster et al.,
2003). 03
causes
Complex Hierarchies and Power Dynamics:

how hierarchical structures in healthcare can

create barriers to effective communication,
particularly when lower-ranking staff feel
intimidated by their superiors, which may prevent
them from speaking up about potential issues or
errors. 04
Inadequate Training and Systems for Communication:

Leonard, Graham, and Bonacum (2004) emphasize the lack of

emphasis on communication training within healthcare professional
education, which can lead to inefficiencies and errors due to
miscommunication.

05
Cultural and Language Barriers:

cultural and language differences between patients and providers can

lead to significant misunderstandings and miscommunications, which
are compounded when language-appropriate services are not
provided.

06
Consequences
Patient Dissatisfaction and Reduced Trust:

Poor communication can result in a lack of clarity and

understanding for the patient, leading to dissatisfaction with
the care received. This can erode patients' trust in the
healthcare system, as found by Hall, Roter, and Rand
(1981), who noted that effective communication is key to
patient satisfaction and trust in their healthcare providers.

05 07
 Increased Medical Errors:

A study by Sutcliffe, Lewton, and Rosenthal (2004) found that

communication failures are a leading cause of medical errors in
healthcare. These errors can range from medication mix-ups to
surgical mistakes, often with serious or even fatal consequences for
patients.

08
 Higher Healthcare Costs:

According to a report by the Joint Commission (2012),

communication failures not only compromise patient safety but also
lead to increased healthcare costs. These arise from the need for
additional treatments or extended hospital stays due to complications
from medical errors, inefficiencies, or the need for repeat procedures.

09
Solutions
Enhanced Communication Training:

Training healthcare professionals in communication skills can

lead to improved patient outcomes and reduced errors. This
includes training in active listening, empathy, and clear verbal
and written communication. Arora, Ashrafian, Davis, Athanasiou,
Darzi, and Sevdalis (2010) found that communication training for
healthcare professionals significantly improved their
communication skills and the quality of patient care.

10
 Standardized Communication Protocols:

Implementing standardized communication protocols, especially during

shift changes and patient transfers, can mitigate the risk of
miscommunication. The use of tools like SBAR (Situation-Background-
Assessment-Recommendation) is effective in standardizing handoff
demonstrated that implementing a handoff program in pediatric resident
training improved the quality of handoffs and reduced medical errors.
 Cultural Competence and Language Services:

Providing cultural competence training to healthcare workers and offering

interpreter services can significantly reduce communication barriers.
Flores (2005) indicates that offering professional medical interpreters and
training providers in cultural competence can lead to higher quality care
for patients with limited English proficiency.

12
 Conclusion
Why failure
Hierarchies
Inadequate training
Language Barriers
Consequences
Patient Dissatisfaction
Medical Errors
Higher cost
Solutions
Enhanced training
Standardized
Language Services
13
Q&A

14
 Reference
CRICO Strategies. (2016). Malpractice Risks in Communication Failures: 2015 Annual Benchmarking Report
The Joint Commission. (2021). Sentinel Event Statistics Released for 2020.
Forster, A. J., Murff, H. J., Peterson, J. F., Gandhi, T. K., & Bates, D. W. (2003). The incidence and severity of adverse events
affecting patients after discharge from the hospital. Annals of Internal Medicine, 138(3), 161–167.
https://doi.org/10.7326/0003-4819-138-3-200302040-00007
Manojlovich (2007) discusses how hierarchical structures in healthcare can create barriers to effective communication,
particularly when lower-ranking staff feel intimidated by their superiors, which may prevent them from speaking up about
potential issues or errors.
Reference: Manojlovich, M. (2007). Power and communication: Why team nursing is ineffective. Journal of Nursing
Management, 15(5), 508–514. https://doi.org/10.1111/j.1365-2834.2007.00728.x
Reference: Leonard, M., Graham, S., & Bonacum, D. (2004). The human factor: The critical importance of effective teamwork
and communication in providing safe care. Quality and Safety in Health Care, 13(suppl 1), i85–i90.
https://doi.org/10.1136/qshc.2004.010033
Reference: Flores, G. (2005). The impact of medical interpreter services on the quality of health care: A systematic review.
Medical Care Research and Review, 62(3), 255–299. https://doi.org/10.1177/1077558705275416
•Sutcliffe, K. M., Lewton, E., & Rosenthal, M. M. (2004). Communication failures: An insidious contributor to medical mishaps.
Academic Medicine, 79(2), 186-194.
Hall, J. A., Roter, D. L., & Rand, C. S. (1981). Communication of affect between patient and physician. Journal of Health and
Social Behavior, 22(1), 18-30.
The Joint Commission. (2012). Improving America's Hospitals: The Joint Commission's Annual Report on Quality and Safety
2012

15
Thank You
16