11.6 Professional Communication
Anita Hedlund
Communication Related to Safe Patient Care
Clear communication is one of the most important aspects of professionalism in healthcare. Most errors in healthcare can be attributed to a breakdown in communication. Inadequate or incorrect information about something or someone can lead to serious mistakes that not only harm patients or staff but could also have legal and financial repercussions for the organization. Even something as simple as properly labeling a container can be crucial in preventing a chemical burn. According to Julia Riley (2023), “building positive coworker relationships, teamwork, and collaboration supports clear communication, which has a direct effect on patient safety” (p. 6).
When urgent or emergency care is being provided and there are many people in the room attending to a patient, it can be loud and chaotic. However, it is vital that team members hear and acknowledge their assigned tasks. For example, if a provider calls out, “Give the patient one milligram of medication!” someone on the team should make eye contact with the provider and confirm by saying, “I am getting the medication.” This ensures the whole team is aware of the request and response, preventing inefficiencies and ensuring the message is not lost.
Delegation is common in healthcare. For instance, a nurse may ask a nursing assistant to check a patient’s blood pressure. The nursing assistant should then use closed-loop communication, checking back with the nurse to report the results or explain if the task was unable to be completed and why. This approach ensures the nurse is not left wondering about the patient’s condition or if a concern needs attention. Verifying instructions, especially when something is unclear, is critical.
When communicating with patients, families, visitors, or other employees, it is important to be aware of any deficits in hearing, vision, or language skills. In such cases, find an appropriate communication method, such as speaking more loudly, using large print materials, or employing a language interpreter. Keeping everyone informed about choices and next steps helps reduce anxiety. For example, saying, “After the doctor sees you, you will go to the lab for a blood draw” can ease concerns by letting people know what to expect. This fosters trust as patients see healthcare workers as reliable and consistent in providing information.
It is also important to ask for help when needed. Letting a supervisor know when a patient is not doing well, the clinic waiting room is backed up, a team member is absent, or when the workload is overwhelming and cannot be completed on time is crucial for maintaining safe workflows and meeting care needs.
After a serious event or error, it is essential to debrief with the team. The team should gather to review a factual account of the events, discussing what went well and what could be improved if a similar situation arises in the future. Were there any sa