Communication Barriers at Duke Medical Center
Effective communication requires messages to be conveyed clearly to the appropriate parties, but along the way there are many communication barriers that can create misunderstandings and misinterpretations of the intended message (Burns et al., 2012). Such misunderstandings and misinterpretations are apparent in the case of Jesica Santillon. This case study will identify the social and cultural barriers that may have made it difficult for the doctors to communicate with Jessica’s family. This case study will also offer recommendations on modification of the transplant process to ensure that ...view middle of the document...
Lack of factual or correct information may have prompted the aforementioned comment. The medical staff's intended message may have been perceived incorrectly by the family or the accurate information was not provided to the family in fear of loosing social status/prestige.
Violating privacy and confidentiality may have been another barrier for Duke medical hospital’s when communicating with the media [to request another donor]. The use of media to communicate directly with patients increases the risks of violating HIPAA regulations, and exposing medical professionals to higher risks of litigation from patients (Day, 2013).
Successful communication requires knowing what barriers of communication exist and how to navigate around these roadblocks (Burns et al., 2012). To explain the true nature of the problem to Jesica’s family Doctors at Duke Medical Center should have requested a certified interpreter; someone who is able to accurately translate the medical terminology and effectively deliver the doctors intended message to the family. Prior to starting the transplant procedure or rendering any treatment to Jesica the HIPPA regulation should have been addressed. The Organ donation/match procedure should have been effectively relayed to the family by the Doctors. If the family would have been made aware of the protocol in place for requesting and finding a donor—the system in place automatically prioritize based on the severity of the case—they would have not felt threatened by the hospital’s request of not announcing the mismatch to the public. After the horrid episode of mismatch organs had already taken place the conversation should have highlighted that the providers really cannot do anything else at this point aside from damage control until they were able to find a heart and a pair of lungs that matched the size of Jesica’s organs and blood.
Communication failure at the system as well as the individual level resulted in the tragic case of Jesica Santillon. To eliminate misunderstandings in the transplant process avenues of communication between all parties involved in the process needs to be improved and regulated. Duke Medical center should strive towards a more proactive approach instead of a reactive one by developing robust risk identification and mitigation strategies. Every individual involved in the transplant process (from nurses, doctors, and
even administrative assistants) need to collaborate and produce a list of possible hazards and/or mistakes that can occur anytime from the point of a match being found to the recovery of the recipient. Once all risk have been identified, regulation should be implemented for each potential error. These regulations should emphasize the importance of redundant cross checks, even for extremely minute details, to verify compatibility. Once the regulations are in place additional protocols should be implemented to enforce the new...