How do you address communication breakdowns that impact patient flow efficiency in your healthcare facility?

Communication breakdowns can slow things down and create confusion, especially in healthcare. I’ve found that the best way to tackle it is by stepping back and looking at the whole process, from the moment the patient walks in until they leave. Interviewing staff and digging through reports often uncovers those small, easy-to-miss areas where things get lost in translation. Once you know where things go wrong, it's so much easier to focus on fixing them with simple, clear steps. It’s all about making sure everyone’s on the same page and that patients get the care they need smoothly.

To address communication breakdowns impacting patient flow efficiency, we focus on improving real-time communication between teams. This includes implementing clear protocols, using reliable communication tools, and encouraging regular briefings to ensure all staff are aligned. Timely updates and streamlined information sharing help prevent delays, enhance coordination, and ensure smooth patient transitions across departments.

We have set up Quality Control in Kelina Hospital both in Abuja and Lagos, to deal with patient loans take patients as humans, not robots, taking them by the hand, on a face-to-face basis, voice-to-voice basis, using the flow guide in the desktop computers that are on a hospital network and on evwry desk, thereby creating awareness of what each patient is to do next and where next they are to go, thus improving communication and patient flow, something you still see a lot in Africa, for example in Bole Airport in Addis Ababa, which makes passenger flow so seamless, but which you do not see any more in any airport in Japan

Communication breakdowns can severely affect patient flow, leading to scheduling delays, incomplete patient records, and increased errors. The key to overcoming these barriers is leveraging EHR tools to facilitate seamless communication across teams. By utilizing the EHR, we can reduce communication barriers to zero, ensuring that everyone from the front desk to the care providers is on the same page. EHR tools provide a centralized hub for patient information, helping teams stay well-informed and coordinated at every step.

Training of staff in healthcare should be a continuous organizational process and should be inculcated as a hospital culture. This is because more and more companies are now preferring to retain their staff rather than hiring or subcontracting. Communication being a soft skill should be developed well so as to add value to your institution and enhance team cohesiveness. Empower your staff to be more responsible and own their actions and those of their colleagues e.g., by being able to identify communications gasps in patient flow and stepping in to assist so as not to compromise patient care. Training on new technology trends such as AI and gen AI and its application in communication should also be done.

Training staff effectively goes beyond basic communication skills—it’s about integrating tailored training modules that address the specific challenges of your healthcare environment. Use scenario-based training to simulate high-stress situations, helping staff practice clear and concise communication under pressure. Incorporating soft skills development, such as empathy and active listening, ensures that communication with both patients and colleagues is thoughtful and effective. Additionally, regular cross-departmental workshops foster collaboration, breaking down silos that often hinder communication flow. Empower your team with continuous learning, and you’ll see a direct improvement in patient care and facility operations.

In my opinion communication comes naturally,or you have or not,empathy,emotion,caring,touch is all part of a natural communication. Now,if you teach,it becomes robotic, there will be no emotion,empathy Etc patients feel this & it makes all the difference. I understand training as part of duties & information to be delivered to patients & for healthcare growing knowledge,now from all that training with natural approaches, communication is easy,saying this yes it’s important to remember that majority of patients don’t understand medical language,& that I believe is something that’s forgotten. The healthcare approach,is fundamental it’s the ignition for the communications to flow and fell trustable from patient’s perspective,that’s the key…

I believe that one key to fostering seamless communication lies in providing ongoing training on tools. When teams are proficient in using these tools, they can effortlessly share patient information, streamline appointments, and coordinate care. Regular workshops and seminars not only reinforce this knowledge but also empower staff to adopt best practices. Encouraging a culture of open communication ensures that all team members feel confident in addressing issues and collaborating effectively.

Streamlining communication systems isn't just about upgrading technology—it's about creating a seamless flow of information. Ensure that your EHRs are interoperable, allowing data to move across departments without bottlenecks. Centralized scheduling systems should be integrated with real-time patient flow dashboards, enabling staff to adjust in real time. Implement secure messaging platforms that are HIPAA-compliant to allow instant, clear communication across teams without risking data breaches. By connecting all these systems and ensuring accessibility, you create a cohesive workflow that enhances both patient care and operational efficiency.

Once I started asking for feedback on our workflow and pattern from my juniors, I got lot of suggestions. Multiple brains add multiple ideas..You have to pick and choose. Sometimes you get an excellent point from the least expected person. So be open and give all a chance to communicate and open up the power of feedback

Feedback at real time with visuals as to what took place can be really helpful. Also, not feeding into the "gossip" culture of he said she said. This comes across a gaslighting your staff and good employees will leave immediately if they feel this is happening. Have proof and show how improvements will help, anything else should be left at the doorstep.

Effective feedback loops go beyond just collecting input—they are about actionable insights and closing the loop. Encourage an open-door policy where staff feel safe reporting communication issues without fear of repercussion. Use anonymous digital surveys to capture honest feedback and hold regular debriefs to assess recurring problems. More importantly, ensure that the feedback isn't just heard but acted upon—follow up with staff on changes made based on their suggestions. Creating a culture of accountability, where feedback leads to tangible improvements, fosters trust and encourages continuous, proactive communication across the facility.

For several years I would read each comment from our patient experience surveys and extensively review the patient response data. Our patients wanted enhanced communication from our nursing staff, our medical staff and wanted to see a higher level of teamwork within the organization. Essentially, they wanted to be heard, understood and wanted a better connection with the entire team. Ironically, our workforce and the medical staff wanted the same things from leadership. Having these strategies aligned can drive better outcomes for everyone, including the patients and the overall workforce.

Empowering patients as active participants in their care can significantly enhance communication and patient flow. Incorporating patient-centered communication platforms allows them to view real-time updates on their care plan, ask questions, and share concerns through secure portals. Educating patients on their treatment journey with easy-to-understand resources also reduces confusion and enhances adherence to instructions, preventing delays. Additionally, regular check-ins during their stay can clarify expectations and adjust care if necessary. By fostering open communication with patients, you not only improve satisfaction but also contribute to a more efficient, collaborative healthcare environment.

Monitoring progress is more than tracking numbers—it's about creating a feedback-driven loop that ties outcomes directly to interventions. Establish automated dashboards to track KPIs like wait times and patient throughput in real time, enabling quick responses to emerging issues. Don’t stop at monitoring; use predictive analytics to anticipate potential bottlenecks before they occur. Regularly involve front-line staff in data reviews to ensure that the metrics reflect reality, and adjust strategies accordingly. A combination of data transparency and iterative improvement helps build a culture of accountability and drives sustained progress in communication and patient flow.