Read-Backs

When information is conveyed verbally, miscommunication may occur in a variety of ways, especially when transmission may not occur clearly (e.g., by telephone or radio, or if communication occurs under stress). For names and numbers, the problem often is confusing the sound of one letter or number with another. To address this possibility, the military, civil aviation, and many high-risk industries use protocols for mandatory read-backs, in which the listener repeats the key information, so that the transmitter can confirm its correctness.

Because mistaken substitution or reversal of alphanumeric information is such a potential hazard, read-back protocols typically include the use of phonetic alphabets, such as the NATO system ("Alpha-Bravo-Charlie-Delta-Echo...X-ray-Yankee-Zulu") now familiar to many. In health care, traditionally, read-back has been mandatory only in the context of checking to ensure accurate identification of recipients of blood transfusions. However, there are many other circumstances in which health care teams could benefit from following such protocols, for example, when communicating key lab results or patient orders over the phone, and even when exchanging information in person (e.g., handoffs).