In 2020, a number of different strategies were reviewed to not only support communication between patients and providers, but also to use that communication as a means to include patients in the identification and avoidance of adverse events. However, it can also bring the challenge of potential conflicts in perspectives between providers and families and questions about how best to handle heightened emotions and the potential for distrust. Open communication between the medical team and patients and families can broaden perspectives, provide new information, and reduce persistent emotional impacts and avoidance of doctors/facilities involved in the error or avoidance of medical care in general. Conversely, parents of neonates in the NICU perceive care being safer when clinicians communicate with them, in addition to being present, intentional, and respectful when adhering to safety practices. A survey found that patients consider poor communication to be one of the main causes underlying diagnostic error. These types of communication breakdowns can lead to an adverse event and harmful consequences.Įffective communication can have a profound impact on how patients and caregivers perceive their care. For example, one study found that during the diagnosis process in the emergency department (ED), 23% of patients did not receive an explanation of their health problem upon discharge, and one-quarter of those patients did not understand the next steps after leaving the ED, including what to do if a condition gets worse or doesn’t improve. However, when these communication touchpoints are not optimal or are missed altogether, there is an opportunity for harm. Communication throughout a patient’s interaction with the health care system, including during diagnosis, treatment, and transitions to other settings of care including the home, helps to ensure patients and family caregivers can participate effectively in their care and make informed decisions. When engaging and caring for patients, effective communication is an essential duty of a provider and paramount for shared decision-making and patient-centered care. Key themes and findings identified by researchers are highlighted below. Perspective authors reviewed articles related to communication and patient safety added to the AHRQ PSNet Collection in 2020.
Jeffery Schnipper, a subject matter expert in care transitions and communication among healthcare providers and between patients and providers. This annual perspective includes the contribution of Dr. In 2020, researchers explored current challenges to effective communication with patients, the impact of different techniques to improve communication between providers and with patients, and lessons learned from communication practices during the COVID-19 pandemic that may have applicability beyond the pandemic. During a year when society has been focused on limiting the number of in-person interactions due to the risk of COVID-19, there is a need to acknowledge and prioritize the critical role communication still plays in the safe delivery of healthcare. Each one of the countless necessary communication points between providers and between providers and patients or family caregivers represents an unwelcome opportunity for a patient safety event.
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