Knowledge Library

In the first half of 2020 — the beginning of the COVID-19 pandemic — telehealth experienced extraordinary growth as social distancing protocols, concern over spreading the virus, and other pandemic realities spurred demand and adoption. While this growth has receded since that time, usage remains well above pre-pandemic levels and the regulatory environment remains dynamic.¹

Communications issues — communication problems between healthcare providers and failure to follow-up on tests/consults — were among the most expensive (highest indemnity) and most frequent (number of claims) associated issues in medical liability claims.*

Communication failure can cause patient injury due to treatment delay, delayed diagnosis or misdiagnosis, or lack of follow-up, and is a frequent allegation in malpractice lawsuits. Especially in primary care practices, expedited follow-up on critical or significantly abnormal test results is a major aspect of liability risk management and patient safety. In this special report, NORCAL Risk Management experts offer strategies for reducing communication failures to increase patient safety and reduce professional liability.

Communication failure — especially failure to communicate critical findings in a timely manner — can cause patient injury due to treatment delay, delayed diagnosis or misdiagnosis, or lack of follow-up, and is a frequent allegation in malpractice lawsuits. Especially in primary care practices, expedited follow-up on critical or significantly abnormal test results is a major aspect of liability risk management and patient safety.

One aspect of controlling information overload is planning for the amount of time it will take to follow up on results when a test is ordered. Appropriate follow-up requires the physician to successfully complete numerous steps (e.g., review the result, communicate it to the patient, determine a treatment plan, discuss the plan with the patient, and then facilitate the treatment plan, if necessary). Any failed step during this process can result in patient injury.