In theory, the nurse case manager is responsible for ensuring that communication between all parties (the patient, the family, all members of the treatment team, and the payer) is streamlined and coordinated. Does it happen in reality – sometimes
In this post, I aim to highlight the importance of effective communication and how case managers can contribute to ensuring that it remains the backbone of successful healthcare, particularly in today’s increasingly complex, fast-paced, and multidisciplinary environment. Here’s why it matters so profoundly:
Why Communication Is Crucial in Today’s Healthcare System
- Improves Patient Outcomes
Clear, empathetic communication between providers and patients leads to better understanding of diagnoses, treatment plans, and follow-up care. This boosts adherence and reduces complications. - Reduces Medical Errors
Poor communication is a leading cause of preventable harm. One study found that communication failures contributed to nearly 2,000 preventable deaths and $1.7 billion in malpractice costs. - Enhances Care Coordination
Multidisciplinary teams—comprising doctors, nurses, pharmacists, and therapists—must share timely and accurate information to ensure seamless care transitions and avoid duplication or gaps. - Builds Trust and Engagement
Patients who feel heard and understood are more likely to engage in their care, disclose important information, and follow through with treatment. This is especially vital in culturally diverse or vulnerable populations. - Supports Informed Consent and Health Literacy
Explaining medical terms in plain language and adapting communication to patients’ cultural and linguistic needs ensures they can make informed decisions. - Strengthens Emergency Response and Safety
Real-time communication systems in hospitals enable rapid triage and response, reducing delays and improving outcomes in critical situations.
What Can Health Systems Do to Enhance Communication?
Train all members of the team to listen to their patients and show empathy
Use plain language and visual aids
Implement robust hospital communication systems
Engage families and caregivers in care discussions
Leverage digital tools for secure, asynchronous communication
I have a family member who is under going care for a very aggressive cancer at a renowned cancer center in South Jersey. I have been saddened by the lack of communication, especially when problems occur…we can and must do better.
I urge all case managers to review their practice and identify areas where they can enhance their communication skills. Your patients depend on you to help improve communications, regardless of the setting!
Communication is the key to improving all care
Now that I h ave been a patient with a chronic illness, I have observed this occuring far to many times.
I’ve experienced getting a medication that was cut the shift before
I’ve had my health insurance deny coverage without explanation
I threw a nurse out of my room because he insisted I take my medication without giving me applesauce so I could swallow it!
Thanks for bringing up important information for case mangers to think about while working with their patient’s. I always reminded of important things to think about when reading what you bring to us.
The problem I find is very few dr nurses or cna’s introduce themselves to a patient. They do not identify themselves or say say what they will be doing. I found this at my urologist office and after voicing my concern and what we were taught in nursing school my next visit everyone but the dr, who I had seen before introduced themselves. I smiled to myself but it was, in my training, the correct thing to do. So we have to speak up. I did the same to my primary, an Apron. She was also an hour late, (normal). She laughed and said you are certainly feeling better.