From Illusion to Inclusion: is our communication truly effective?

George Bernard Shaw provides a dose of reality by sharing that “the single biggest problem in communication is the illusion that it has taken place.” This sentiment holds significant relevance in the critical context of healthcare, the life sciences, and pharmaceuticals, particularly within patient-provider communication. Delving a bit deeper forces us to confront a profound reality: I am only responsible for what I say, not for what you understand. Ahhhh…that’s where the disconnect lies!

At this point, I doubt evidence is needed to support the goal of improving provider/patient communication. Nonetheless, I'll provide supporting evidence to underscore the significance of this goal: “The absence of effective patient-provider communication has been cited as a significant factor contributing to adverse outcomes. In a 2007 public policy paper focused on health literacy, The Joint Commission recommended that healthcare organizations “make effective communication an organizational priority to protect the safety of patients” and to “incorporate strategies to address patient's communication needs across the continuum of care”. Effective patient-provider communication is a vital component of this transformation and must be prioritized to improve patient safety” 1

How does your organization actively address and evaluate provider/patient communication to measure the level of understanding and inclusion? Depending solely on survey feedback and occasional patient inquiries, you may fall short, impacting not only your patients but also the efforts of your providers and staff. Engaging in collaborative dialogue to study the various service points throughout a patient's journey emerges as the most thorough method for assessing current communication efforts and identifying areas that may require further attention. The establishment of a PFAC (Patient/Family Advisory Council) serves as the ideal platform for this level of engagement. If you don’t already have one or if your organization is not capitalizing on the value and is currently using the council as simply a focus group, you may need guidance from an expert. Reach out to me for more information on how to optimize and promote your PFAC!

Deborah Ventz-Migneco, PFACoach.com

1 Patak, L., Wilson-Stronks, A., Costello, J., Kleinpell, R., Hennemann, E., Person, C., & Happ, M. B. (2009). Improving patient-provider communication: a call to action. Journal of Nursing Administration, 39(9), 372-376. doi:10.1097/NNA.0b013e3181b414ca