Journal of General Internal Medicine

, Volume 20, Issue 10, pp 959–963

Preventing communication errors in telephone medicine

A case-based approach

Authors

    • Yale School of Medicine
    • 11 ACSLVA CT Healthcare System
  • Karen E. Brown
    • Yale School of Medicine
Perspectives

DOI: 10.1111/j.1525-1497.2005.0199.x

Cite this article as:
Reisman, A.B. & Brown, K.E. J GEN INTERN MED (2005) 20: 959. doi:10.1111/j.1525-1497.2005.0199.x

Abstract

Errors in telephone communication can result in outcomes ranging from inconvenience and anxiety to serious compromises in patient safety. Although 25% of interactions between physicians and patients take place on the telphone, little has been written about telephone communication and medical mishaps. Similarly, training in telephone medicine skills is limited; only 6% of residency programs teach any aspect of telephone medicine. Increasing familiarity with common telephone challenges with patients may help physicians decrease the likelihood of negative outcomes. We use case vignettes to highlight communication errors in common telephone scenarios. These scenarios include giving sensitive test results, requests for narcotics, managing ill patients who are not sick enough for the emergency room, dealing with late-night calls, communicating with unintelligible patients, and handling calls from family members. We provide management strategies to minimize the occurrence of these errors.

Key Words

telephone medicine doctor-patient communication medical errors

Copyright information

© Society of General Internal Medicine 2005