3 ways to improve communication and care coordination--from the patient and family's perspective

It's easy to write about the importance of effective provider-patient communication and care coordination. How fragmented care causes patients frustration, fear and can lead to readmissions. But it's another matter entirely to attempt to navigate the healthcare system and experience the lack (or at least perceived lack) of care coordination first-hand.

My family's tale began earlier this month when a relative, who falls in one of Medicare's most vulnerable populations, needed emergency surgery. After six hours of tests and consultations in a local hospital emergency room, he was transported by ambulance to a facility further away that had the resources and critical care team better equipped to handle the operation. The ER doctor who first examined him wasn't sure he'd survive the surgery and we all prayed for a positive outcome.

The situation was especially frightening for our loved one, who is mentally challenged, has a limited vocabulary and often uses sign language to communicate. But he couldn't use his hands as they were put in restraints so he wouldn't pull out the tubes to his IV. Although the ER medical team initially resisted, they eventually understood why he needed a familiar caregiver to stay with him constantly to provide him with reassurance.

There were more anxious days as he recovered in the surgical intensive care unit. We did the best we could to stay updated on his condition while we were at work during the day, visiting later in the evenings. But details were scarce; often the nurse taking care of him had just come on duty when we arrived and hadn't yet communicated with the nurse who just ended her shift.