Communication failure: Why calls still matter – Clinical practice point

Aim

To highlight the limitations of mobile devices for communicating clinical concerns unless a direct phone call is made.

Background

Mobile phones set to silent mode or low volume, text messages not received or detected and delay in receipt of voice messages have all been associated with delays in patient treatment. Sometimes, this can lead to devastating consequences. Effective communication between junior and senior medical staff, as well as between nursing and medical staff, is essential for care planning and timely notification of patient deterioration. This information exchange is predominantly conducted via (mobile) phone. The Surgical Subcommittee has identified a case where text messaging failed to convey the evolving clinical scenario adequately, potentially contributing to a delayed recognition of complications. 

Recommendations

The VPCC recommends that:

• A message, either text or voicemail, should not be considered received until confirmation is provided by the intended clinician.
• Voice calls rather than text are strongly preferred in time-critical situations
• Clinicians anticipating limited mobile access should organise alternative communication pathways or delegate patient care responsibilities to a colleague for the duration of theirunavailability,

Resources

This guide below highlights the potential mechanisms of mobile communication failure and how to best mitigate these issues.