International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Volume 8 Issue 4
July-August 2026

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Communication Failure Regarding Consultant Availability in an Outpatient Department (OPD): A Case Study from a Tertiary Care Hospital

Author(s) Mr Md. Nawshad Pervez
Country Bangladesh
Abstract Effective communication is a fundamental determinant of healthcare quality, patient satisfaction, and organizational efficiency. In outpatient departments (OPDs), where large volumes of patients seek timely consultations, communication failures can significantly disrupt service delivery and negatively affect patient perceptions of care.
This case study examines an incident in a tertiary care hospital where inaccurate information regarding consultant availability was communicated to a patient. The misinformation resulted in patient dissatisfaction, loss of trust, unnecessary financial expenditure, and operational inefficiencies. Through systematic root cause analysis, the study identifies deficiencies in communication protocols, consultant tracking mechanisms, accountability structures, and patient service processes.
The paper further explores the broader implications of communication failures on healthcare quality, patient experience, risk management, and institutional reputation. Immediate corrective measures and long-term system improvement strategies are proposed, including implementation of digital consultant tracking systems, standardized communication protocols, escalation procedures, staff training programs, and continuous quality improvement initiatives.
The findings demonstrate that even minor communication breakdowns can have substantial consequences in healthcare environments and underscore the importance of robust information management systems in enhancing patient-centered care.
Keywords healthcare, patient satisfaction, protocols, outpatient departments, Standard Operating Procedure (SOP), Staff Training, Tertiary Care Hospital, Tertiary Care Hospital,
Field Business Administration
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-08-14
DOI https://doi.org/10.36948/ijfmr.2026.v08i04.82830
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E-ISSN 2582-2160
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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