Q&A: Closing the communication gap between healthcare providers and families

Q: The communication gap between healthcare providers and family members is arguably most apparent now than it has ever been. What role can case managers play to help narrow this gap?

A: Understaffing and unclear communication expectations on the part of frontline personnel can create problems. These issues can be exacerbated during the novel coronavirus (COVID-19) public health emergency. However, case managers and social workers are excellent frontline communicators, and they can make a difference in these scenarios.

First, organizations should continue using technology as a means of effective and efficient clinical service communication to parents. Over time, patients will adjust to this type of communication and it will become the norm. Tools currently available for such communications include telehealth, payer telephonic liaisons, community advocates, and kiosks. Case managers should assess these tools and determine which are the most appropriate in a given situation.

Case managers and social workers have always been supportive of patients and their families in times of crisis. The COVID-19 pandemic is a new challenge, but case managers are well-equipped to serve important roles and help bridge the communication gap between family members of patients and healthcare providers.

Editor's note: This topic was originally addressed in the June issue of Case Management Monthly.