By Allan Tarleton, J.D. and Carlye Hendershot, RN, MSN, FNP, LNCC
Presented at the North Carolina Chapter of the American Society for Healthcare Risk Management Fall Conference in Asheville, NC, November 11-13, 2009
context
The Healthcare Chain of Communication
Most healthcare providers today rely to a great extent on the results of diagnostic testing to make key clinical decisions. Core to this decision-making process in both routine and critical medical situations is the communication of test results to the responsible licensed healthcare professional who will ultimately act upon these results. This chain of communication becomes even more crucial when failure to act upon an abnormal test report could lead to an adverse patient outcome. In the context of increasingly complex healthcare systems, there are multiple contexts where the chain of communication can be interrupted. These interruptions can potentially delay care, jeopardize patient safety, and increase the risk of litigation. Further, the Joint Commission on Accreditation of Healthcare Organizations (JCAHO)’s Patient Safety Goals and Centers for Medicare Services (CMS)’s Conditions of Participation (COP) call for healthcare entities to comply with certain requirements related to communication of test results.
Weak Links in the Chain?
While many critical improvements in patient safety for both inpatient and ambulatory care settings have been made in recent years, there is evidence that delays and failures in diagnostic test reporting remain serious areas of concern. For example, it has been demonstrated that the more individuals a test report must go through before reaching the responsible licensed professional, the more opportunities for error there are. Recent research studies, as well as clinical and litigation experience, identify some other key situations in the test reporting process where “weak links” of communication may exist:
· Inadequate documentation
· Test results are still pending after patient discharge
· Test results are pending when a patient is “handed off” to another healthcare provider (i.e., admission from the Emergency Department to an inpatient bed, nursing and medical staff shift changes and coverage during breaks, transferring to and from surgery, medical staff transfer of “on-call” responsibilities, transfer to another facility)
· Lack of clear, enterprise-wide procedures for critical test reporting
· Lack of quality monitoring for effectiveness of test reporting procedures
· Lack of staff training (initial and ongoing) regarding critical test reporting procedures, particularly for part-time, per diem, and temporary staff
· Staff “work-arounds” (using short-cuts rather than following established procedures step-by-step)
· Confusion about which team member is to follow-up on test results
· Team member fatigue and distraction
· Basic human communication difficulties, particularly when systemic in nature
· Test results difficult to access or read
· Problems with equipment such as printers and fax machines or with technological processes
· Timing of information transfer (i.e., weekends, evenings, holidays)
· Lab and radiology test outsourcing
· Language barriers with the patient
· Undocumented conversations between clinicians
Lab vs. Radiology Test Reporting
Some considerations are specific to either lab or radiology reporting. For example, communicating abnormal lab results typically has multiple steps in an inpatient setting, beginning with an “objective trigger” (i.e., a critical level) and flows from lab technician to whoever answers the telephone in the patient unit (usually a ward clerk), to a responsible licensed healthcare professional (usually a nurse), and finally to the ordering provider.
For abnormal radiology reports, there is most often a subjective decision on the part of the radiologist to report directly to the ordering physician. Some institutions have adopted policies whereby certain defined “red flag” results, such as intracranial bleeding, automatically trigger an alert process. Another current area of interest for radiology reporting is the suggestion that radiologists should report results directly to the patient, which raises the concern of direct liability for the radiologist. At this time, there are two situations generally acknowledged to prompt direct reporting of radiology results to patients: when the radiologist cannot reach a responsible physician to report a critical finding, and for abnormal mammogram results. In a situation that could immediately threaten life or limb, the patient should be instructed to go to the nearest emergency department for evaluation if the ordering provider cannot be reached.
In all cases, the alerting method itself, whether electronic or manual, can be subject to human error which interrupts the chain of communication. Further, inadequate documentation of the communication process is frequently a major contributing factor for subsequent litigation actions even if the process was executed appropriately.
Improving the Communication of Test Results
While there are clearly areas of concern regarding communication of critical diagnostic testing information in a healthcare setting, there are approaches that have been demonstrated to improve communication of test results, which in turn result in improved patient safety and reduced risk of litigation.
Some suggestions include:
· Address underlying issues leading to unconscious errors (fatigue, interruptions)
· Educate staff, including medical staff, regarding basic communication skills
· Evaluate systems: flow, equipment, electronic and/or paper forms
· Adopt clear and understandable policies and procedures
· Educate staff regarding reporting procedures, determine competency, re-educate on a regular basis, and document this process consistently (pay particular attention to non-fulltime staff)
· Monitor department-to-department and medical staff compliance with reporting policies and procedures
· Encourage non-punitive adverse event reporting
· Conduct thorough investigations of adverse events related to failure to communicate test results
· Focus initial interventions for improvement on tests identified as high risk for adverse impact on patient outcomes (for example, tests associated with possible malignancy, acute coronary syndrome or intracranial bleeding)
· The communication process should include who, what, where, and when and resultant action
· The receiver should read back this information to the giver
· Both the information giver and receiver should document the above process in its entirety—every time
· Depending on the situation, consider reporting results directly to patients
· Evaluate post-discharge follow-up processes
· For discharged patients with abnormal test findings that require follow-up, make a diligent effort to contact the patient, and document this process carefully (this could include phone calls to the patient or emergency contact, sending a registered letter or, in extreme situations, requesting law enforcement officers to notify the patient in person)
While some of these suggestions may seem basic, the unfortunate reality is that failure to ensure that these guidelines are followed results in unnecessary errors—and subsequent litigation—on a recurrent basis. The good news is that these types of errors are usually readily identifiable…and the “fix” is usually within reach.
Refer to the CMS and JCAHO requirements below for additional information related to this topic.
CMS and JCAHO Compliance Information
CMS Laboratory Reporting Requirements for Clinical Laboratory Improvement Act (CLIA)
§493.1234 Standard—Communications: The laboratory must have a system in place to identify and document problems that occur as a result of a breakdown in communication between the laboratory and an authorized person who orders or receives test results.
§493.1291 Standard—Test report: The laboratory must immediately alert the individual or entity requesting the test and, if applicable, the individual responsible for using the test results when any test result indicates an imminently life-threatening condition, or panic or alert values.
Interpretive Guidelines §493.1291(g): The laboratory records should document the date, time, test results, and person to whom the test results were reported.
Probes §493.1291(g):
What means does the laboratory use to ensure the person ordering a test or the caregiver is alerted in a timely manner to critical or panic test results?
Joint Commission’s National Patient Safety Goal 2: Lab Reporting
• Critical values are findings that require rapid communication of results
• Must have a policy outlining what is considered a critical value
• Key measurement is the time between identifying the critical results and reporting the results to responsible licensed caregiver
• For telephone reporting of critical test results, the individual giving the test result verifies the complete test result by having the person receiving the information record and “read back” the complete test result.