Laboratory policies and procedures, also known as Standard Operating Procedures (SOPs), should be in place. Included in these policies and procedures should be documents to provide directions for when and how to communicate important information that may have a direct impact on patient safety.
An example of appropriate communication is the process for communication of critical results. Critical results are typically defined as a result that should be acted upon immediately by a provider because it poses a life-threatening situation for the patient. Regulatory and accrediting agencies require policies and procedures that address critical values.
A second example is communication with a responsible provider when a test cannot be performed. Reasons for incomplete testing include clotted specimens, quantity not sufficient, incorrect specimen type or collection container, or possible IV contamination.
Some appropriate methods for mitigation of risks related to miscommunication include developing a policy, training employees on the created policy, and embedding this process in an annual competency.
By developing policies and procedures related to when and how to communicate important steps, the employees are provided with a foundation for effective communication. This, in turn, will have positive impacts on customer service and patient safety.
