The ability of healthcare professionals to effectively communicate with both patients and staff is a core element of a strong care system. But communication in hospitals and other medical environments is complex.
Patients are likely to encounter two to three different shifts of staff each day, in addition to various other healthcare professionals making rounds, administering tests and providing treatment. Failure to communicate critical information can have a catastrophic impact on patient safety and patient experience.
According to Joint Commission International, inadequate communication between providers and patients can lead to patient harm or even death (Joint Commission International, 2018). Moreover, communication failures in the US were partly responsible for 30% of all malpractice claims, resulting in 1,744 deaths and $1.7 billion in malpractice costs over five years (CRICO Strategies, 2016).
Healthcare professionals are entrusted with caring for patients at their most vulnerable and must communicate clearly, accurately, honestly, and appropriately. Yet, a study of 125 patient complaints at a Singapore hospital discovered that in patient-doctor interactions, physicians were described as speaking brusquely and tactlessly and giving inadequate information (Kee, Khoo, Lim, & Koh, 2018). Moreover, in 2014-2015, poor communication, including quality and accuracy of information, was found to be a factor in one third of all healthcare complaints in the UK (Parliamentary and Health Service Ombudsman, 2015).
However, when patients feel that their doctor explains things clearly and demonstrates appropriate empathy and understanding, patients tend to follow through with medical recommendations, self-manage chronic conditions and adopt the desired preventive health behaviors (Institute for Healthcare Communication, 2019).