The running joke is that healthcare workers’ handwriting is so bad it should come with its translation service. While we laugh about it, there’s an irony here—those entrusted with healthcare should be the clearest communicators. Yet, communication breakdowns are one of the significant issues in our profession. Communication failures in healthcare go far beyond illegible prescriptions. Poor communication is responsible for a significant portion of diagnostic errors. As noted by Oduor Otieno, Quality Improvement Advisor at SYSTEMS Evaluation Ltd, “Communication breakdown leads to 80-90% of diagnostic errors within healthcare systems and processes.” This makes clear communication not just a helpful tool, but a vital safeguard in patient care.
During a recent webinar hosted by the ACQUIRE Community of Practice – Patient Safety Working Group, the discussion emphasized that the diagnostic process always starts with a conversation and that the initial patient assessment is critical. It’s during this dialogue that healthcare providers gather the most important information—patient symptoms, history, and concerns. This interaction is the foundation for determining the correct diagnosis. A missed detail or unclear explanation can send the diagnostic process off track, leading to misdiagnosis or delays in care.
One of the core messages from the discussion was the importance of shifting healthcare communication to a more patient-centered approach. Dr. Victoria Kanyiri aptly stated, “Clear communication is a critical building block to trust, understanding, and an improved experience for patients.” Patients are not merely passive recipients of care; they are key partners in the diagnostic process, and healthcare providers must ensure they are heard, understood, and engaged throughout their care journey. They need to understand their conditions, the diagnostic tests they are undergoing, and the risks involved. For healthcare providers, this means explaining processes, answering questions, and ensuring patients comprehend their care plan. The goal is not just to inform, but to make patients feel confident and comfortable in the decisions they make about their own health.
Another key insight from the discussion was that communication is more than just words. While verbal communication is important, a large part of how we communicate comes through non-verbal cues—tone, facial expressions, gestures, and even how close we stand to a patient. These non-verbal signals can either build trust or lead to feelings of being dismissed or misunderstood.
Poor communication is more than an inconvenience—it can lead to serious consequences. Miscommunication between patients and healthcare providers is responsible for 55% of patient harm associated with diagnostic errors. When patients don’t fully understand their diagnosis, treatment options, or the risks involved, it can lead to dissatisfaction, non-compliance, or even legal action. On the flip side, clear, empathetic communication improves patient safety by reducing the chance of misdiagnosis and medical errors.
Patients who feel listened to and respected are more likely to adhere to treatment plans and return for follow-up care, reducing the likelihood of complications or readmissions. For healthcare providers, this means fewer malpractice claims and reduced workplace stress, creating a more supportive and effective care environment.
Ultimately, healthcare communication should be a dialogue of equals. It’s not just about the healthcare provider delivering information, but about listening, responding, and creating trust-based relationships. Empathy plays a crucial role in this process—without it, patients may hesitate to share important details or feel uncomfortable asking questions. In healthcare, clear communication and empathy are more than professional courtesies—they are ethical imperatives. Our words, actions, and attitudes can determine the quality of care we provide and the outcomes our patients experience. In a field where lives are on the line, communication is the most important tool we have.
