title: Impact of Communication Errors in Radiology on Patient Care, Customer Satisfaction, and Work-Flow Efficiency.
abstract: OBJECTIVE
  The purpose of this study is to analyze the impact of communication errors on patient care, customer satisfaction, and work-flow efficiency and to identify opportunities for quality improvement.
  
  
  METHODS
  We performed a search of our quality assurance database for communication errors submitted from August 1, 2004, through December 31, 2014. Cases were analyzed regarding the step in the imaging process at which the error occurred (i.e., ordering, scheduling, performance of examination, study interpretation, or result communication). The impact on patient care was graded on a 5-point scale from none (0) to catastrophic (4). The severity of impact between errors in result communication and those that occurred at all other steps was compared. Error evaluation was performed independently by two board-certified radiologists. Statistical analysis was performed using the chi-square test and kappa statistics.
  
  
  RESULTS
  Three hundred eighty of 422 cases were included in the study. One hundred ninety-nine of the 380 communication errors (52.4%) occurred at steps other than result communication, including ordering (13.9%; n = 53), scheduling (4.7%; n = 18), performance of examination (30.0%; n = 114), and study interpretation (3.7%; n = 14). Result communication was the single most common step, accounting for 47.6% (181/380) of errors. There was no statistically significant difference in impact severity between errors that occurred during result communication and those that occurred at other times (p = 0.29). In 37.9% of cases (144/380), there was an impact on patient care, including 21 minor impacts (5.5%; result communication, n = 13; all other steps, n = 8), 34 moderate impacts (8.9%; result communication, n = 12; all other steps, n = 22), and 89 major impacts (23.4%; result communication, n = 45; all other steps, n = 44). In 62.1% (236/380) of cases, no impact was noted, but 52.6% (200/380) of cases had the potential for an impact.
  
  
  CONCLUSIONS
  Among 380 communication errors in a radiology department, 37.9% had a direct impact on patient care, with an additional 52.6% having a potential impact. Most communication errors (52.4%) occurred at steps other than result communication, with similar severity of impact.
authors.affiliation: 1 All authors: Department of Radiology, Beth Israel Deaconess Medical Center, 330 Brookline Ave, Boston, MA 02215.
authors.forename: Bettina
authors.initials: B
authors.lastname: Siewert
authors.affiliation: 1 All authors: Department of Radiology, Beth Israel Deaconess Medical Center, 330 Brookline Ave, Boston, MA 02215.
authors.forename: Olga R
authors.initials: OR
authors.lastname: Brook
authors.affiliation: 1 All authors: Department of Radiology, Beth Israel Deaconess Medical Center, 330 Brookline Ave, Boston, MA 02215.
authors.forename: Mary
authors.initials: M
authors.lastname: Hochman
authors.affiliation: 1 All authors: Department of Radiology, Beth Israel Deaconess Medical Center, 330 Brookline Ave, Boston, MA 02215.
authors.forename: Ronald L
authors.initials: RL
authors.lastname: Eisenberg
mesh_terms: D003142:Communication; D003258:Consumer Behavior; D016208:Databases, Factual; D017598:Efficiency, Organizational; D006801:Humans; D005791:Patient Care / Q000592:standards*; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D011871:Radiology / Q000458:organization & administration / Q000592:standards*; D057188:Workflow
keywords: communication; customer satisfaction; outcome; quality assurance; work-flow efficiency