Pillar 03

Medical Communication

This pillar measures the clarity, safety, compassion, and effectiveness of communication between clinicians, patients, families, and multidisciplinary teams.

Pillar Score
78.4
/100
Good
VS Last Assessment
3.2 Points
Pillar Weight
9% of HPI Score
Overview Measures Sections Indicators Dashboard Improvement Actions
Pillar
Communication Clarity 80.6 /100
Good
Pillar
Consent Quality 77.8 /100
Good
Pillar
Patient Understanding 75.9 /100
Good
Pillar
Family Updates 79.1 /100
Good
Pillar
MDT Documentation 78.7 /100
Good
What It Measures
  • Doctor-patient communication
  • Nurse-patient communication
  • Consent and shared decision-making
  • Explanation of diagnosis and treatment options
  • Family updates
  • Multidisciplinary communication
  • Language and interpretation support
  • Complaint themes linked to communication
building
Core Sections
Patient Communication
Patient Communication
Consent & Shared Decisions
Consent & Shared Decisions
Family Communication
Family Communication
MDT Collaboration
MDT Collaboration
Interpretation Support
Interpretation Support
Complaint Themes
Complaint Themes
Key Indicators
Patient Understanding Score78%
Documented Informed Consent89%
Family Update Completion84%
MDT Documentation Completion86%
Communication-Related Complaints6.1 per 1,000 visits
Interpreter Access Within Target82%
Shared Decision-Making Score76%
Communication-Related Safety Events1.7%
Risk Signals
  • Incomplete explanation of care plans
  • Communication-related complaints rising
  • Poor family update frequency
  • Inconsistent MDT documentation
  • Limited interpretation support
  • Misunderstanding of discharge instructions
  • Consent conversations not clearly recorded
Dashboard Preview
Patient Understanding (12M)
78%
4%
Consent Quality (12M)
77.8%
3.6%
Complaint Trends (12M)
6.1
12%
Communication Themes
  • Care Plan Clarity 32%
  • Wait for Updates 24%
  • Discharge Info 20%
  • Other 24%
Improvement Actions
  • Use structured communication tools
  • Strengthen consent documentation
  • Expand interpretation and multilingual support
  • Train staff in empathetic communication and teach-back
  • Improve MDT handover and documentation practices
Pillar
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