In Medicine, Communication Is Key

Good communication in the medical office is important because it:

• Helps physicians and staff to understand the patient’s needs
• Promotes patient safety and quality patient care
• Establishes a successful patient relationship with the practice
• Provides a productive and pleasant environment for both staff and patient

A study conducted by The Joint Commission shows that poor communication is partially responsible for 65% of bad outcomes.  Poor communication can result in poor medical care and mistakes, lost information that delays the diagnosis, confusion about the plan of care, the need for repeat tests which increases costs, frustration and anxiety for patients and their families.

Safe care of patients depends on good communication between staff members as well.  Staff that do not like each other and do not communicate well, place the practice and the patients at risk.  When staff differences are affecting good communication, office managers and physicians need to address them to provide safe and organized patient care.  The following steps will help to achieve this:

• Address staff conflict when it occurs and do not allow it to continue 
• Conduct regular staff meetings so all staff can be heard
• Have job descriptions which clearly outline each staff person’s role and duties
• Counsel staff members who do not get along with others and;
• Recognize staff member’s efforts in achieving patient satisfaction and service.

Good working relationships and clear policies help achieve good patient flow, accurate telephone triage and quick action in an emergency situation.

Good office systems should also support good communication.  Communicate important medical information between the physician, the patient and staff both orally and in writing to help increase accuracy.  Encourage staff to question other staff or a physician when things seem to be out of place or incorrect.  Create checks and balances in the practice to help catch mistakes and assure the accuracy of physician orders, medications and treatments.

Communication barriers can affect patient satisfaction and safety.  Physicians and their office staff can often face barriers that delay or interrupt health care communication.  Some barriers to communication include:  the patient’s language or cultural differences, office noise or privacy concerns, and patient’s lack of understanding or knowledge of health care terms.  When these patients come to the practice, effort should be made to provide them with health care information by the best available means.  This may include providing an interpreter, becoming familiar with cultural customs and practices, providing a calm, quiet and private environment and using simple but clear instructions or explanations.

Besides communication which takes place in person, communication over the telephone is an important part of a medical practice.  The patient’s first contact with the practice is usually a telephone call to make an appointment.  It is therefore important that the practice:

• Have an experienced employee answer the phones; not the newest staff member and;
• Provide regular training for all staff on phone courtesy and manners.

Telephone etiquette is a valuable tool and presents a professional image of the practice and its staff.  The practice should offer regular telephone training on good practice such as “answer the phone promptly and with a smile.”  This makes the staff member’s voice come through in a cheery manner.  Staff should identify themselves, speak clearly, slowly and in a professional manner.  Avoid speaking loudly or shouting; the patient may think you are angry.  Do not eat or drink while you are on the phone, don’t use bad language or slang words, use “yes” or “no,” address the caller by proper title and listen to what they have to say.

Ann Whitehead is vice president of risk management and patient safety with the Cooperative of American Physicians in Los Angeles. This is the third in a series of articles.