Duke administrators were to notify the nearly 3800 surgical patients who may have had contact with the improperly cleaned surgical instruments. Many of these patients reported suffering infections, poor healing, achy joints, weight loss, and extreme fatigue during the months following their surgery. Some of these patients, feeling that Duke should have made more information available sooner, have hired lawyers.
Ineffective communication can negatively influence the lives of many people. In this case, literally thousands of people were affected because someone"failed to communicate." As you reflect on this situation, think about all the frontline employees who were in a position to prevent this crisis. Effective communication can play a critical role in every aspect of the modern organization. In one form or another, it is the key to improving customer service, resolving conflict, creating productive work teams, improving employee morale, and achieving many other goals. Communication is also the key to effective personal relationships and career success