Improved Communication for Safer Patient Care: The Implementation of SBAR Amanda Dowden, RN Global Aim Background Results This Clinical Nurse Leader quality improvement project aims to standardize patient hand-offs within the urgent care center (UCC) of a City and County safety net hospital. The objective is to sustain a culture of safety, whilst improving upon communication methods to advance the safety and efficiency of patient care delivery, offering a cost effective alternative for non emergent patient care. Pre Intervention Observation Data Post Intervention Observation Data Project Aim The aim is to: (1) Improve consistency and clarity of patient hand-offs, (2) Improve staff experience and satisfaction with patient hand-offs, (3) Prevent poor patient outcomes or delays in care as a result of poor communication. Success will be measured through observational patient hand-off data, pre/post staff surveys, and Agency for Healthcare Research and Quality (AHRQ) 2018 patient safety surveys. Background Methods 100% of staff believe there is room for improvement in UCC communication 58% believe communication between RNs and providers is inconsistent 100% believe the UCC would benefit from standardized communication 57% feel staff state feeling supported 30% below AHRQ benchmark scores relative to working together and intradepartmental respect 30% of staff would not recommend the UCC as a place to work Lewin’s 3 Step Theory of Change Unfreezing Change Refreezing Cause and Effect: Fishbone Diagram Post Intervention Staff Survey Data Knowledge of SBAR increased from 64% to 100% Self reported use se of SBAR increased by 50% to 100% Explaining SBAR to a colleague increased 57% to 75% Belief SBAR keeps information organized from 85% to 100% Conclusions Results from initial PDSA cycles are promising, although (n=4) is a small sample group it provides good process information. The project will continue as part of UCC quality improvement measures to address below benchmark scores on AHRQ survey. Future PDSA cycles will implement strategies to increase validation of observational data.