Communication & Root Cause [Healthcare Compliance Tips]

Identify the root cause and establish a plan.

Let’s face it.  Nobody likes to admit they have a communication problem.

In some cases, it’s easier to play the blame game rather than to admit where one lacks in their communication skills.

Even the best communicators fall short because communication is not a one-time activity but a continuous process.

In Part I of our series called “The Blame Game: 5 Tips to Restore Practice Communication,” here are three steps to consider while examining your communication:

Step 1:

Review the root cause of communication barriers:

• Recognize you can’t blame your team for miscommunication if there is no system in place.
• Never determine who needs communication training. In this case, always assume that everyone in your practice can benefit from better communication techniques, including yourself.
• Remove your personal communication biases from the equation by only following the facts (i.e., facts from surveys, review sites).
• Remain open-minded to all responses, even if they are negative. Don’t take it personal.
• There is no “one-size fits all” communication technique.

Step 2:

Identify the root cause of communication barriers:

• Ask your staff their honest opinion regarding team communication barriers.
• Send patient practice communication surveys.
• Investigate feedback from review sites (i.e., Healthgrades).
• Request the opinion of business associates about communication barriers they see.

Step 3:

Create a tailored plan for your practice, which I will discuss in my next post.

Remember, just by admitting that a communication barrier exists, you have already won half the battle.

**The opinions and observations from the group/author are not a promise to exempt your practice from fines and penalties.  Research, modify, and tailor the advice to fit your specialty.

Click here for the next tip in the series.