A contextual basis
Effective communication is the cornerstone of quality healthcare. Any breakdown of communication across the continuum of care can mean serious consequences. La Maestra community health center is anonprofit and federally qualified health centerthat provides health services to ethnically diverse and low-income communities in San Diego. However, the organization lacks an effective communication system to enable it to cater to patient needs fully. The Civil rights Act requires healthcare providers who receive Federal funds to provide language services for patients with limited understanding of English.Also, healthcare organizations in California are also required to improve patient-provider communication in order to boost patient safety according to the joint commission regulations.
Organizational challenges posed
The lack of an effective communication system creates a highly interruptive environment that increases the chance of incomplete follow-ups and medical errors that affect healthcare delivery to the patients. Moreover, patient-based care across the continuum is disrupted since there is a communication breakdown along the continuum of care. For example, the registering nurse might fail to capture the patient data correctly, or the physician may fail to understand the needs of the patient. Interdepartmental conflicts create chaos and cause poor health outcomes.
Secondly, the reputation of the organization depends on how care providers communicate with patients. When there is a communication breakdown, injuries and medical errors are bound to happen, which translates to litigation risks and a poor reputation. Moreover, patient trust and rapport are eroded if hospital staff cannot show empathy and understanding because of poor communication. This makes patients feel less understood, and conflicts are bound to occur between the hospital and patients.
Evidence-Based Support
Evidence to support the existence of the problem
A survey of La Maestra patient and staff reviews reveals a healthcare organization with no particular communication system. One patient by the name Mia complains that the hospital is awful as her medical appointments were rescheduled, and she was given ridiculous excuses. Most of the appointments were rescheduled due to poor communication between the physicians and the Ob department.
Moreover, the patient complains that the customer service is poor, and the agents do not know how to communicate with the patients. Another patient called Emma notes that the nurse could not find her records on the electronic health records system. The nurses were totally unhelpful and could not communicate effectively with the client.
How this problem has been addressed in the past
The integrated electronic health records system was meant to improve patient data management. However, human factors and a poor organization culture have made the EHR system ineffective in advancing the needs of the consumer. Telehealth opens up multiple lines of communication through the use of smartphones, apps, emails, and patient portals. Telehealth connects caregivers to patients and multidisciplinary teams with each other. Moreover, the organization also tried to improve internal communication training to boost caregiver-patient relations. The objective of this training was to enable employees to know how to communicate better with patients and also to strengthen multidisciplinary teams’ collaboration in order to boost health outcomes.
The relevant accreditation and safety standards
One of the initiatives that the hospital should take is to hire enough online and video translatorsand multilingual staff. This will improve physician-patient communication as well as interpersonal communication between multidisciplinary teams. The civil rights act requires that any organization that receives federal funds should have an effective and quality communication system and information management system in place to meet the needs of people who do not understand English. The State government also requires effective patient-provider communication to enhance patient safety. In order to meet the State and federal standards, a culture of safety must be met. However, it can only be met through enhancing the communication framework.
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