Overcoming Communication Issues in Healthcare Results in Better Patient Care

There is a link between communication breakdowns and adverse events in hospitals. A couple of recent studies explore this critical link. Dissecting Communication Barriers in Healthcare: A Path to Enhancing Communication Resiliency, Reliability, and Patient Safety analyzes the risk management literature and emphasizes communication errors as a significant factor (around 70 percent) in adverse events. It highlights the complexities of communication within healthcare settings.

Impact of the communication and patient hand-off tool SBAR on patient safety: a systematic review examines the effects of a structured communication tool (SBAR) on patient safety. While the study focuses on SBAR’s effectiveness, it acknowledges that communication failures are a well-established source of preventable errors.

What is SBAR?

One widely used standardized communication protocol in healthcare settings is SBAR. SBAR stands for:

• Situation: Briefly describe the current situation and why you’re contacting the other healthcare professional.
• Background: Provide relevant background information about the patient, including their medical history, current medications, and allergies.
• Assessment: Share your professional assessment of the patient’s condition, including any concerning signs or symptoms.
• Recommendation: Clearly state your recommendation for the next course of action.

A real-world scenario of how SBAR might be used in a hospital setting is when a nurse communicates information about a patient to their doctor.

(Situation): “Hi Dr. Lee, I’m contacting you about Mr. Jones in room 205. He’s a 72-year-old with a history of heart disease.”

(Background): “Mr. Jones’ oxygen saturation has dropped to 88% on room air. He’s on his usual medications but hasn’t had any recent changes.”

(Assessment): “He’s experiencing shortness of breath and appears slightly disoriented. I’ve checked his vital signs and administered oxygen via nasal cannula.”

(Recommendation): “I recommend we assess him further and possibly order a chest X-ray.”

By following a structured format like SBAR, nurses and doctors can ensure clear and concise communication of critical patient information, reducing the risk of misunderstandings and improving patient safety.

Communication Cataclysm

According to information from the U.S. Bureau of Labor Statistics and Becker’s Hospital Review, The average hospital employs 982 people, including physicians, nurses, and technicians. Hospitals with six to 24 beds employ the fewest staff, while the largest hospitals can employ more than 4,900 people.

With so many different healthcare professionals with unique communication challenges due to their specific roles and environments, it’s unsurprising that communication downfalls can occur.

Doctors and nurses often juggle multiple patients with complex needs, leaving limited time for in-depth communication. Maintaining open and respectful communication between these two roles to advocate for patient’s needs can be challenging, especially in hierarchical environments.

Clear and concise communication during shift changes is crucial to ensure patient safety, but it can be compromised by time pressure and information overload. On-call situations often involve urgent medical needs, necessitating clear and prompt communication to ensure timely intervention. Medical personnel rely on clear and concise communication from referring staff members and notes left during shift changes to make informed decisions regarding patient care.

Lab technicians have limited direct patient contact since they primarily interact with patient samples. Still, clear communication is crucial when clarifying test orders or reporting abnormal results to nurses or doctors.

Pharmacists must maintain accuracy during medication reconciliation, which involves verifying a patient’s medications across different healthcare providers and requires meticulous communication and information sharing.

Improving Communication Skills

Healthcare workers are extraordinary people, but they can still have poor communication skills. Sometimes, hospital systems support their staff by providing helpful information and best practices for communicating. Individuals can work on their own to improve their communication skills as well. Several options include:

• Training and Workshops: Many hospitals and healthcare organizations offer communication skills training programs. These programs can teach techniques for active listening, clear communication, building rapport, and managing difficult conversations. Workshops can also focus on specific communication challenges, such as delivering bad news or dealing with angry patients.
• Role-Playing Exercises: Role-playing exercises allow healthcare professionals to practice communication skills in a safe and controlled environment. This can help them develop confidence and identify areas for improvement. Scenarios can be designed to address specific communication challenges, such as explaining complex medical information or handling cultural differences.
• Self-Reflection and Feedback: Healthcare professionals can reflect on their own communication style and identify areas for improvement. They can also solicit feedback from colleagues and patients.
• Utilizing Communication Tools: Standardized communication protocols like SBAR can help ensure clear and concise communication of critical information. There are also software apps designed to improve communication and collaboration among healthcare teams.
• Continuous Learning: Healthcare is a constantly evolving field, and communication skills must also evolve. Attending conferences, reading articles, and staying up-to-date on best communication practices can all be beneficial.

By taking advantage of available resources and prioritizing communication, healthcare professionals can significantly improve their communication skills and contribute to a safer, more patient-centered healthcare environment.