Worse to Worst: 4 Ways Medical Miscommunication Can Turn into Malpractice and More

Medical miscommunication can lead to many serious problems, including malpractice errors. However, leading technology is helping to improve patient communication with medical providers that may reduce problems. Here are some of the ways in which poor communication can put patients at risk.

Many doctor’s offices call patients the day before a scheduled appointment to remind the patient. However, unanswered calls may result in a voice mail message or text message, either of which may be missed by a busy person who does not check messages frequently. Some medical practices send postal mail reminders of appointments in advance, but these, too, can sometimes get overlooked due to the high volume of junk mail these days. Patients need a more contemporary method of receiving important reminders from their medical providers to ensure they remember previously scheduled appointments. Missing one not only delays medical evaluation or treatment, but it also may cost the patient a missed-appointment fee.

Medical test results are often unavailable on the day the tests are given. Usually, results are reported to the doctor’s office within a few days, or a week or two. The doctor’s office then conveys the results to the patient through a follow-up appointment or telephone call, and sometimes by a letter. Due to HIPAA laws that protect patient privacy, however, medical staff are careful about leaving messages for patients if they feel other people may have access to a voice mail system or other conventional communication systems. Some test results remain unshared with the patient if a nurse or office worker forgets to send the message or if it is not properly received. This could cause serious problems if the patient needs to retake a test or be seen by the doctor to discuss results and possibly begin treatment.

Sometimes the all-important link between a doctor’s office and the patient is broken when communication fails for various reasons, and follow-up does not ensue. Subsequent to a doctor’s appointment, the patient may need to be seen again within a period of time for additional screening, a second opinion, or a follow-up exam. Follow-up visits often help the doctor to be sure the patient is progressing as expected or to adjust treatment if needed. For example, if a patient is told to monitor symptoms for the next few months and then return for another doctor visit, it is important that this information is clearly shared with the patient. Failure to do so may result in the patient’s condition becoming worse to the point of needing more drastic interventions.

In addition to appointment reminders, medical practitioners sometimes notify patients, especially the elderly or those with chronic conditions, about symptom management and other educational needs, such as the need for a flu shot or a pneumonia vaccination as the winter season approaches. This can be a matter of life and death if a patient contracts flu or pneumonia and is hospitalized or passes away. Other conditions related to summer safety and allergy issues, for example, remind patients to take proactive measures to avoid possible injury or illness. Reminders to schedule an annual exam, before the appointment is actually scheduled, is another way that medical staff can help to promote a patient’s well-being.

Cutting-edge communication systems are now available that let patients interact directly with medical staff concerning questions or updates. Real-time feedback and requests can be communicated quickly and directly in a patient care facility. Videoconferencing from any location lets patients connect with doctors that provide potentially life-saving assessments and directions. Patient education is also readily available for important information about symptom recognition and treatment. You can expect to see patient engagement systems more and more as the technology grows.

Relying on outdated communication practices sometimes leads to miscommunication and problems. Conversely, adopting cutting-edge medical information management systems helps to keep patients and doctors connected so they can receive important information in a timely manner.