How to Improve Clinical Communication

According to the Journal of the American Medical Informatics Association, a retrospective review of 16,000 hospital deaths found errors in communication were the leading cause, twice as often, as clinical error. Much of the communication in health care takes place in highly pressured situations. That is not a good excuse. Researchers and managers need to focus on the problems with current communication methods. Innovations abound in the world of communication, and if the tried-and-tested methods of communication are found wanting, it might be time to consider alternatives.

Instructions

• 1

  Analyze present communication systems closely. Approach this from two distinct angles. Review any clinical errors and highlight problems with communication that contributed to the problem. Closely observe and record the types of communication that occur in your setting. Coiera and Tombs carried out a study in nursing home communication, and found that much of the interaction between staff was interruptive, or what they called, synchronous. People exchanged information in passing. This relies on working memory, one of the least effective way of passing on information.

• 2

  Consider alternatives. For example, Coiera and Tombs found that staff nurses spent a lot of time answering the telephone. This can be disruptive to work, and may not be the most effective use of trained staff members' time. A central answering service may be more appropriate.Also consider using staff mobile phones, texts and pagers.

• 3

  Involve patients and relatives in your research. Poor communication is one of the most frustrating part of the hospital experience for many people. Use questionnaires and surveys to measure patient and relative satisfaction. Develop uniform policies on imparting information and on maintaining confidentiality. Put good patient communication at the center of clinical practice.