The Enormous Cost of Ineffective Communication: A Case Study

Introduction: Ineffective communication, especially at transitions of care, has been implicated in the majority of adverse and sentinel events. Reductionist medicine has been practiced for many years, focusing on signs, symptoms and disease processes. Although beneficial for evidence-based and cancer research, reductionist medicine lacks an individualized, holistic practice approach. Effective communication is essential for safe, quality patient outcomes, but patients and health-care providers may lack the necessary communication skills successfully accomplish these outcomes.

 Purpose: To heighten awareness of the enormous consequences, poor outcomes for the individual, and expansion of the economic burden of ineffective communication pervasive in the health-care system in the United States.  

Methodology: A retrospective, qualitative descriptive instrumental case study to provide insight into the phenomenon and facilitate understanding. IRB approved, the study examined a 20 year case, the context pf which was thoroughly scrutinized for illumination on the significant problem of ineffective communication resulting in poor patient outcomes.

Implications: Ineffective communication leads to lack of coordination and continuity of care. Providers may not be taught, have learned or practice effective communication skills. Patients may lack the health literacy to provide an adequate patient history or manage their care. Patient-provider and provider-provider interactions require refined communication skills to promote positive patient outcomes and safe, quality care. Ineffective communication is exceedingly costly in terms of morbidity and mortality, as well as financial burden. By examining one example of ineffective communication, this case metaphorically reveals the depth of the problem in the current health-care system. Awareness of the problem is essential. Providers need to be taught, learn and practice effective communication skills. Patients must be educated and provided assistance, as well as advocacy to manage their health-care, in order to have positive outcomes and lower health care costs.