Disruptive behavior among healthcare providers and staff is widespread in healthcare settings, from large health systems to small healthcare practices. In a survey of more than 800 physicians and physician leaders, more than 70 percent of participants said that disruptive physician behavior occurs at least once a month at their organizations, and more than 10 percent of participants said that such incidents occur on a daily basis.
Read more Sadly, disruptive behavior among healthcare professionals and staff is not uncommon, and it represents a serious patient safety concern. According to the American College of Surgeons (ACS), the majority of healthcare professionals have encountered colleagues engaging in disruptive behaviors with coworkers, patients, relatives, and others.
Read more Effective verbal communication is the bedrock of quality, patient-centered care. Healthcare providers and staff undoubtedly are aware of the continued emphasis and importance placed on verbal communication through various quality measures and standards. However, good nonverbal communication — facial expressions, gestures, eye contact, posture, and tone of voice — also is essential.
Read more Managing patient complaints and dissastisfaction is an unpleasant but certain reality for healthcare organizations. Despite best efforts, situations occur in which patients are unhappy and feel compelled to voice their displeasure and concerns. Unfortunately, in some cases, the patient making the complaint might become angry or aggressive.
Read more Dealing with customer dissatisfaction is a reality in every industry, and healthcare is no different. Even the most diligent healthcare practices will most likely encounter patient complaints on occasion. For this reason, practices should implement a complaint process that all providers and staff members can understand and follow. Every employee should be prepared to manage patient complaints promptly and according to office protocol.
Read more Providing coordinated, competent patient care involves precision at many points in the clinical process, particularly when sending and receiving information. Although information transfer sounds like a fairly straightforward process, the complex and dynamic nature of healthcare presents numerous communication obstacles.
Read more This case study discusses how multiple missteps can play a role in an adverse outcome and increase the risk of liability. As such, the case study focuses on a healthcare providers' involvement with a patient from a two-phase perspective: clinical care provided to the patient during the patient's hospitalization and compliance with hospital protocols prior to and following the patient's death.
Read more The goal and question of how to communicate effectively has persisted in healthcare for years. Communication has long been recognized as a complex process that is prone to errors, oversights, and glitches. In terms of patient safety and malpractice risk, the implications of inadequate or poor communication are substantial.
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