Medication Safety and Communication Skills Overview

What is a medication error?

A preventable event that may cause inappropriate medication use or patient harm while the medication is in control of the health care provider or patient.

What was the estimated annual death toll from medication errors according to the 2000 Institute of Medicine report?

44,000 - 98,000 Americans.

What is the annual cost of medical errors?

$140 billion.

What are some consequences of medication errors besides financial costs?

They produce bad experiences for patients and undermine patient confidence.

What are common types of verbal communication errors with providers?

Distractions, language differences, confusing terminology, rapid speech, sound-alike medications/numbers, third-party communication, and workload issues.

What are common types of written communication errors with providers?

Poor handwriting, look-alike drug names, misplaced zeros/decimal points, and unclear abbreviations.

What are common types of verbal communication errors with patients/caregivers?

Patient misunderstanding due to medical jargon, hearing/vision impairments, and environmental barriers.

What are common types of written communication errors with patients/caregivers?

Inability to read/comprehend materials, lack of effective patient education materials, and sight impairments.

What are some other communication issues between pharmacists and patients?

Inability to ensure the correct patient receives the correct medication, patient lack of knowledge about medications, and inability to clarify orders.

What are general safety strategies for handling medication errors?

Develop a constructive workplace culture for error reporting, have protocols in place, and provide continuous training.

What should be done upon the initial discovery of a medication error?

Contact both the patient and providers, ensure proper reporting, and avoid avoidance, blaming, rationalizing, or assuming the patient will call.

What should be included in the initial contact with the patient after a medication error?

Admit the error, show concern, explain the follow-up, and document everything.

What should be done during the follow-up with the patient after a medication error?

Provide updates on relevant information, show remorse, ask for questions/concerns, and document everything.

What should be communicated to health care providers/prescribers after a medication error?

Inform them of the error, your involvement, discuss options, and document everything.

What is an important aspect of the workplace culture regarding medication errors?

It should be instructive, not punitive.

What is the significance of documentation in handling medication errors?

It is crucial to document all communications and actions taken regarding the error.

What is a key aspect of effective communication when handling medication errors?

Listening for feedback from the patient.

What should be avoided when communicating about a medication error?

Avoiding responsibility, blaming others, rationalizing the error, and assuming the patient will report issues.

What role does training play in medication error management?

Proper and continuous training regarding errors, near misses, and their reporting is essential.

What should be done to create a reporting system for medication errors?

It should be effective and easy to use.

What are the potential consequences of a medication error that should be communicated to the patient?

Discuss any consequences related to the error during follow-up.

What is the importance of showing remorse when communicating about a medication error?

It helps to convey concern and accountability to the patient.