Scenario: A patient was initially misdiagnosed with a particular type of cancer, but further tests revealed that it was a different, less aggressive condition.
Example of Communication:
Doctor: "Hello, Mrs. Thompson. I want to start by acknowledging that this has been a very difficult time for you, and I truly appreciate your patience as we’ve worked through the tests and results. I have some important updates regarding your diagnosis, and I want to explain everything clearly.
When we first reviewed your symptoms and ran the initial tests, we believed that you were dealing with a form of cancer that can be quite serious. Based on those initial results, I discussed a treatment plan with you, which I know caused a lot of concern. However, after further testing—additional imaging and biopsy results—we’ve discovered that the diagnosis is actually a different condition. It’s a type of benign growth that, while it still requires attention, is far less aggressive and has a much better prognosis than we initially feared.
I want to acknowledge that this process has been confusing, and I’m truly sorry for the uncertainty and stress this has caused you. I also want to stress that these types of diagnostic errors, while rare, do happen, and I’m committed to doing everything I can to ensure we’re on the right path moving forward.
I know this is a lot to take in, so I want to give you the space to ask any questions or talk through your concerns. I’m here for you, and I’ll be with you every step of the way as we make sure to monitor and manage your condition. What can I do to support you at this point?"
Why this is an example of good communication?
Please consider, using the principles on the right hand side, how this is a good example of engagement with a patient which may have caused psychological harm. Could this be improved? If so, how? And how could you rewrite this situation be an example of poor communication to a patient?
Here are five key principles for good engagement with families following a patient safety event:
1. Openness and Honesty: Engage with families transparently, offering clear communication, acknowledging what happened, and being forthright about the review process. Take responsibility where necessary, and ensure that explanations are consistent and truthful.
2. Empathy and Compassion: Show understanding and sensitivity to the emotions of the patient and their family. Provide authentic warmth, listen actively, and acknowledge their feelings, ensuring they feel heard and valued throughout the process.
3. Timely and Clear Communication: Initiate contact early, providing guidance on what will happen next and ensuring regular, consistent updates. Establish agreed-upon methods and frequency of communication to avoid leaving families wondering about progress.
4. Collaboration and Inclusivity: Involve families as equal partners in the process. Invite their participation in reviews (e.g., After Action Reviews), ask for their questions, and ensure they feel included in the dialogue, contributing to learning and improvement.
5. Accountability and Learning: Take accountability where appropriate and ensure the family is informed about what steps are being taken to prevent future incidents. Share the learning outcomes with both the family and staff, showing a commitment to improvement and safety.
These principles emphasize transparency, empathy, timely communication, collaboration, and accountability to foster trust and ensure meaningful engagement with families.