It was the slightest of mistakes that could have had some serious consequences for 62 Saskatchewan patients. Test results were never received via fax by their Saskatoon doctor after a human error was made.
“What had happened is there is a setting in our electronic health record where results are faxed out to providers and there was an error,” said Denise Junek, vice-president of the culture collaboration and innovation division for eHealth Saskatchewan.
“A human error actually made in that process where a check box was missed and results were not being faxed out to that particular provider.”
READ MORE: Medical results delayed due to human error for some Saskatchewan patients
There was no detrimental health effects caused by the oversight between July 2015 and May 2016, but experts say this serves as a good lesson to everyone to be an active advocate for your own health as opposed to a passive patient.
“When we talk about health care advocacy – physicians are involved, patients are involved and families are involved and it’s very important for us to have that golden triangle so that patient is right in the centre and we should provide that quality care,” said Jay Kalra, professor of pathology with the College of Medicine for the University of Saskatchewan.
Kalra suggested patients have a dialogue with their doctors on how and when test results will be shared and errors are bound to occur even when providers are trying their very best.
“Errors happen, it’s human nature,” he said.
“If I asked you to do a simple job and put one number in your calculator, the chances of making a mistake are one in one thousand to one in 5,000 but if your colleague came in and disturbed you, the possibility of error increases three to five fold.”
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Bottom-line say experts – health care is complicated which is why communication is key. Some suggested patients even take a list of questions to their appointment, even another person.
“You also have information about your situation or your family’s situation that is unique and not every provider might have that same information,” said Petrina McGrath, vice-president with people, practice and quality at Saskatoon Health Region.
“So I always think you’re a wealth of information yourself and to not be afraid to use that knowledge and use that expertise to do check and double checks and to ask questions that are concerning you and to do follow-up.”
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If you think results are taking too long or if something wasn’t communicated effectively, McGarth recommends calling your provider saying it will give you peace of mind.
“I think it’s really important that people feel comfortable to talk to the health care provider about what their concern is and help to address it in a way that’s as quick and timely for the patient as possible,” said Terry Blackmore, director, quality and continuous improvement with the ministry of health.
If all else fails, client representatives can help resolve any concerns or questions.
In 2014-15, there were 1,312 client concerns where client representatives assisted although a single client/family may report multiple concerns.
For more information on ways to resolve a health care concern or the number for a client representative in your health region, click on the following link.
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