Communication for Patient Safety
Communicating for Patient Safety

Communicating for Patient Safety

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T. Walton, 2005

 

 

Adding structure to verbal communication decreases opportunity for error.

 

 

"Open, transparent communication, cooperation and patient involvement are all identified as crucial components in transforming the current system to a safer one." [3]

  • Use interpreters where needed and available

  • Write things down even if you have explained them at length

  • Write legibly, especially when ordering medication!

  • Ensure people have understood, leave time for questions, ask people what questions they have not if they have questions

  • Close the loop, make sure everyone has all the information they need and deserve

  • Forward feed information - give good handover

  • Face-to-face and person-to-person cannot be replaced, even by the best technology

 

 

"Expert communicators are inquisitive, systematic, analytical, open-minded, self-confident, empathetic and receptive. Communication starts to erode in situations in which there is a lack of empathy, respect and trust. It can also be undermined by not actively listening to clients, family members and colleagues." [2]

 

 

 

The World Health Organization encourages us to redesign health care delivery to reduce the opportunity for error; we need to:

  • enhance the ability of providers to communicate effectively

  • increase awareness of how humans make errors

  • build in checks and balances to create redundancies in the processes of care

  • create processes that remove the opportunity for error and direct providers into safe processes

  • streamline processes [6]

and to adopt a standard communicating framework such as SBAR - situation, background, assessment, recommendation.

 

Structure communication to be heard - SBAR

Like the SOAP format for writing notes, having a structure to communicate can make our messages clearer and aid in communication, especially in times of crisis or stress.

When describing a patient or health care situation consider structuring your information using SBAR:

Situation - what is going on

Background - other information the person needs to know, brief pertinent history, relevant context

Assessment -your assessment of the situation, how you are managing the situation

Recommendations - what would you like to do, what do you need and when[5] 

 

If you are not being heard, don’t cuss - CUS!

In order to express your increasing concern about a situation and to get the attention of the person you are talking to try:

I’m concerned

I’m uncomfortable 

This is a safety issue [5]

 

 

In the Related Topics section below you can find more approaches and mnemonics to help you and your team communicate more effectively.

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2. Mastering Communication. Angela McNabb RN.p. 2. College of Nurses of Ontario 2006 www.cno.org/pubs/mag/2005/09Sept/feat_comm.htm accessed August 14, 2009

3. Marshall P, Robson R. Preventing and Managing Conflict: Vital Pieces in the Patient Safety Puzzle. Healthcare Quarterly. 2005;8:39-44.

5. from Medical errors article, p. 106-7 : examples of how to use SBAR are available from: www.rgpc.ca/best/BPC%20-%20Hydration/SBARWorksheetFinal.pdf www.paediatricchairs.ca/safety_curriculum/domain3_docs/SBAR-Tool.pdf

6. World Health Organization. Communication During Patient Hand-overs. Patient Safety Solutions. 2007;May. Available from: www.ccforpatientsafety.org/Patient-Safety-Solutions/

All references for this section