Improper Communication in Medical Practice: Sample Scenario and Solution Ineffective communication often results in bad customer feedback and other possible repercussions. Hence, a medical worker must always be in top form when communicating with the patient and the other related individuals or groups such as the patient’s family. Ineffective communication and its effects in medical practice can be analyzed through an example of such event. Thus, let us consider the following example. A patient has undergone bone marrow transplant and has suffered complications and will most probably die due to incompatibility problems.
With such, the doctor in charge has immediately approached the family of the patient. Nervously, he informs them of the possible problems that have occurred and is stating that such a reaction is common. Hence he and his team hold no liability for the outcome. After saying such and building further anxiety for the family, he tells the family that although the situation is critical, he and his team will still try to provide countermeasures. Such an example of improper communication methods will probably just draw anger and legal action from the patient’s family.
Understanding and a sense of compassion must be shown to the patient and the patient’s family to an extent in such times (De Vito & Austin, 2001). If the doctor has guided the concerned individuals through the process properly and have clearly stated the possible effects while ensuring that he will proceed with utmost care, then the anxiety would have been lowered. Also, if the doctor has not claimed to be free from any liability of sorts due to the undesired outcome, but instead showed compassion and acted as one of the individuals, then rather than being faced with anger, compassion too will be showed towards him.
Hence, the importance of proper communication during critical scenarios is indeed important in order for the patient and the concerned individuals to avoid encountering bad customer services and prevent any more negative outcomes.
Reference
De Vito, K. and Austin, C. A. (2001). Communicating adverse events: The art of apologizing without admitting liability. Healthcare Risk Manager, 7(14): 1-4. Retrieved March 30, 2009, from http://www. magmutual. com/mmic/articles/2001_Q4. pdf.