The role of effective communication in improving patient safety

Summary

Effective communication is key to patient safety in healthcare, where clear, consistent exchanges among professionals help prevent medical errors and improve outcomes. Miscommunication—often due to high workloads, time constraints and hierarchical barriers—can lead to treatment delays, errors and even harm to patients. Healthcare facilities that foster open dialogue, use structured protocols (like SBAR) and implement technologies, such as electronic health records, can significantly reduce risks. By promoting a culture that encourages team input, training in active listening and the use of secure messaging, healthcare providers can create safer environments and build trust with patients.

Content

Communication is an essential component of delivering high-quality healthcare. In busy environments, where every minute counts, effective interactions between healthcare professionals can significantly affect patient safety, leading to better outcomes and better working environments.

Importance of effective communication in healthcare

Effective communication is critical in healthcare, where the margin for error is small and the stakes are high. Every interaction between healthcare professionals—whether during handovers, in critical decision-making moments or routine patient care—relies on clear, accurate communication to ensure patient safety. Inconsistent or unclear communication can lead to misunderstandings, such as medical errors, treatment delays and, ultimately, harm to the patient.

In fast-paced environments like hospitals, where multiple disciplines and professionals must work in tandem, the ability to communicate effectively ensures that vital information is passed accurately and in a timely manner. This includes everything from verbal exchanges during patient handovers to the use of electronic health records and written communication.

Communication in patient safety can be divided into two categories:

1. Preventing adverse events: This involves effective communication among healthcare providers and between providers and patients to prevent errors that could harm the patient.
2. Responding to adverse events: This involves clear and timely communication to address adverse events, including coordination among medical teams, discussions with patients and their families, and implementing changes to prevent similar incidents in the future.

Meeting these needs requires all healthcare providers to have solid written, verbal and non-verbal communication abilities. Furthermore, teams must have access to effective electronic communication tools, which can include secure messaging platforms, nurse call systems and specialised two-way radios for hospitals and healthcare facilities.

Institutions that implement effective communication benefit in the following ways:

• Transparent, timely communication reduces errors and misunderstandings that lead to adverse patient outcomes.
• Solid communication practices result in better and faster decision making.
• Improved information flow leads to great patient satisfaction and continuation of care where required.
• Effective communication between healthcare workers reduces stress and increases job satisfaction, leading to higher levels of care.

The link between communication and patient safety

Poor communication in healthcare settings can compromise patient safety through errors and misunderstandings. In the worst cases, it can even result in harm, leading to a significant loss of trust.

Indeed, a recent systematic review protocol suggested that ineffective communication contributed to over 60% of hospital adverse events in the USA.[1] Some of the most frequent communication mistakes led to medication errors, treatment delays, and even wrong-site surgery.

Standardised communication devices are also instrumental in coordinating patient transfers and emergency responses, as well as dealing with security threats in a timely fashion.

Common communication barriers in healthcare settings

Several factors hinder effective communication in healthcare settings. Here are some of the most common barriers.

Time constraints

Healthcare professionals operate in busy environments, with understaffing a massive issue in many institutions. Operating under these conditions can lead to rushed communications and misunderstandings, which can directly impact patient health.

High workloads

High levels of stress and burnout are sadly all too common in healthcare. These problems can impact the quality of patient care, leading to communication errors.

Environmental factors

Lighting, PPE equipment, physical distance, and excess noise are just a few of the environmental factors that hinder communication, potentially contributing to compromised patient safety.

Language differences

The healthcare system's diverse mix of nationalities and cultures can lead to communication difficulties. These problems can occur between staff and patients, with both scenarios impacting patient safety.

Hierarchical bias

Hierarchical differences between staff and disciplines can affect patient safety. For example, many junior doctors feel too intimidated to report safety concerns to senior colleagues, while some physicians ignore input from nurses.

Communication strategies within healthcare disciplines

Solving communication issues in healthcare requires a mix of open dialogue, training, and technology. Additionally, healthcare institutions must also introduce standardised communication protocols.

Let’s explore each element below.

Open dialogue

Fostering open dialogue can help improve patient safety. Establishing a culture that encourages input from all team members is important, as is training on active listening and inclusive leadership.

Training

Training has a huge role to play in patient safety. Adequate training and education can have a big impact on a wide variety of issues that obstruct effective communication. Teaching time management and prioritization techniques can reduce errors made under pressure. Additionally, as a recent study shows, educating doctors on the benefits of taking a seat while talking to patients enhanced doctor-patient experiences.[2]

Furthermore, hospital administrators must provide suitable support for staff and encourage the development of effective workflow management strategies and a bigger focus on wellness and resilience in the face of stress.

Technology

Technology can solve many of the issues surrounding poor communication in healthcare settings. Electronic Patient Record (EPR) systems can offer a single source of truth, radio-powered communication devices can overcome environmental barriers, and HIPAA-compliant secure messaging platforms can help providers share information in real-time.

Communication protocols

Establishing clear protocols around communication can measurably improve patient health. Some of the most impactful ideas here include:

• Using structured communication like SBAR (Situation, Background, Assessment, Recommendation).
• Clearly defining which roles are responsible for specific types of communication.
• Standardising how information is shared among co-workers and during handovers.
• Outlining clear escalation protocols to ensure timely interventions.
• Promoting a culture of safety by encouraging staff to “speak up” about issues.

Closing thoughts

In summary, effective communication is fundamental to patient safety, requiring robust protocols, open dialogue, and the integration of technology and training. A recent co-report from the Patients Association and the Practice Managers' Association titled “I Love the NHS, but…” highlighted the severe consequences of poor healthcare communication, revealing that more than half of respondents had experienced communication failures within the NHS, with one in ten indicating adverse health outcomes as a result.[3]

To create safer healthcare environments, it is crucial for all stakeholders to advocate for improved communication practices. By fostering transparency and collaboration, we can enhance patient care and build a healthcare system that prioritises safety and trust.

References

1. Howick J, Solomon J, Nockels K, et al. How does communication affect patient safety? Protocol for a systematic review and logic model. BMJ Open 2024;14:e085312. doi:10.1136/ bmjopen-2024-085312.
2. Golden BP, Tackett S, Kobayashi K, et al. Wall-mounted folding chairs to promote resident physician sitting at the hospital bedside. J Hospital Med 2024; https://doi.org/10.1002/jhm.13271.
3. Burton-Douglas T, De Costa A, Gomez G, et al. “I love the NHS, but... Preventing needless harms caused by poor communication in the NHS. November 2023.

About the Author

Rick Farrell, President, PlantTours, is North America’s foremost expert in improving manufacturing group communication, education, training and group hospitality processes. He has over 40 years of group hospitality experience, most recently serving as President of PlantTours for the last 21 years.  He has provided consulting services with the majority of Fortune 500 industrial corporations improving group communication dynamics of all types in manufacturing environments.