Consider the Impact

Past studies have indicated that nearly three in four medical errors are caused by mistakes in interpersonal communication. This study builds on these findings by exploring the specific concerns people have a hard time communicating that may contribute to avoidable errors and other chronic problems in health care.

Do either of these situations sound familiar? If so, have you considered the impact?

• A group of eight anesthesiologists agree a peer is dangerously incompetent, but they don’t confront him. Instead, they go to great efforts to schedule surgeries for the sickest babies at times when he is not on duty. This problem has persisted for over five years. (Focus Group of Physicians)
• A group of nurses describe a peer as careless and inattentive. Instead of confronting her, they double check her work—sometimes running into patient rooms to re-take a blood pressure or re-do a safety check. They’ve “worked around” this nurse’s weakness for over a year. The nurses resent her, but never talk to her about their concerns. Nor do any of the doctors who also avoid and compensate for her. (Focus Group of Nurses)

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Methodology

Researchers conducted dozens of focus groups, interviews, and workplace observations, and then collected survey data from more than 1,700 nurses, physicians, clinical-care staff, and administrators during 2004. Research sites included 13 urban, suburban, and rural hospitals from across the U.S. Although, this is a relatively small sample and includes only 100 physicians, the findings paint a significant and compelling picture.