How to Improve Communication in Hospitals

Improving communication in hospitals is one of the most important challenges facing the health services. According to the Joint Commission (a nonprofit organization that certifies thousands of health agencies across the nation), communication breakdown is the single greatest contributory factor to critical events and delays in care at U.S. hospitals. The health care industry cannot lag behind when it comes to communicating to all people, particularly when people are ill and vulnerable.

Instructions

• 1

  Using the best available technology, institute a centralized, simplified telephone answering service, which saves valuable time for nurses and physicians. Use computer technology to store and access patient notes, ensuring that confidentiality requirements are met.

• 2

  Develop a communication protocol for staff to follow. Incorporate patient rights and respect for diversity into all communication with patients. Employ interpreters, translators and people who sign to facilitate communication with people who have special needs.

• 3

  Develop policies on communication and access to specialists for people who need advocates or have special educational needs. Institute procedures whereby handover between staff members who are going off and coming on duty takes place in a formal way. Set aside a period of overlap time between shifts where staff can go into a private space and discuss progress and changes that occurred in the outgoing shift.This is a vital part of continuity of care.

• 4

  Train all staff in different styles and types of communication, about verbal and non-verbal communication and aides to communication. Also train them on the systems within the hospital. Reinforce this with regular sessions. Delegate the responsibility for improving communication to managers within the various disciplines, for example to the director of nursing. Acknowledge examples of good communication and reward them.