1. Communication & Safety

2. Five Standards of Effective Communication
Complete
Concise
Concrete
Clear
Accurate

3. Five Standards of Effective Communication
Complete
Answers all questions asked to a level that is satisfactory to those involved in the exchange of information

4. Five Standards of Effective Communication
Concise
Wordy expressions are shortened or omitted
Includes only relevant statements and avoids unnecessary repetition

5. Five Standards of Effective Communication
Concrete
The words used mean what they say; they are specific and considered
Accurate facts and figures are given

6. Five Standards of Effective Communication
Clear
Short, familiar, conversational words are used to construct effective and understandable messages

7. Five Standards of Effective Communication
Accurate
The level of language is appropriate for the occasion
Uncertain terms are avoided, as are discriminatory or demeaning expressions

8. Factors Contributing to Communication Failures
Human factors; attitudes, behaviors, morale, memory failures, stress and fatigue of staff
Distractions and interruptions
Shift changes
Gender, social and cultural differences

9. Factors Contributing to Communication Failures
Difference in training of doctors, nurses and other health care professionals
Time pressures and workload
Limited ability to multitask even when highly skilled

10. Factors Contributing to Communication Failures
Lack of organization policies and / or protocols
Organizational culture that discourages open communication
Lack of defined roles and responsibilities among members of multidisciplinary teams

11. Effective Communication
Effective communication in healthcare settings involve cooperation amongst the individual, the team and the organization

12. The Individual
Human factors that influence the effectiveness of communication include:
fatigue
stress levels
personality and attitudes
memory failures

13. The Individual
To improve communication in healthcare, individuals can develop many useful skills, including
assertiveness
active listening
negotiation

14. The Individual Assertiveness
Learning to be assertive, without being inattentive or aggressive is considered a positive move towards improved patient safety

15. The Individual Active listening
Involves healthcare staff having the skills to listen, stay focused on others’ messages, and resist distractions
A good listener provides eye contact, maintains a good posture and facial expression

16. The Individual Negotiating
Involves individuals developing self-awareness around differences in communication styles and skills to talk with health professionals from other disciplines, and manage conflict if the situation arises

17. The Team
The team involves multiple players assisting in the management and delivery of patient care
Communicating effectively is considered important if teams are to ensure patient safety and quality of care
Skills development and training may be necessary to improve communication among teams

18. The Team Improved teamwork may result in enhanced effectiveness
fewer and shorter delays
improved staff morale and job satisfaction
increased efficiency
reduced levels of stress among staff

19. The Team
Feedback is also important in continuous improvement and communication.
Feedback should be
provided for improving team performance
focused on behaviors not personal attributes
constructive and timely

20. The Organization
Organizational culture plays an important role in facilitating and supporting effective communication

21. The Organization Important Factors for Organization Communication
transparency
trust
assertiveness
strong leadership

22. The Organization Communication is effective when an organization
links effective communication and teamwork to patient safety
articulates how communication will be carried out
fosters a continuous improvement process that assists in patient safety and quality of care

23. The Organization Communication is effective when an organization
creates an atmosphere where team members feel safe to speak up about issues relating to patient care regardless of their position or rank
provides resources and identifies appropriate strategies to ensure that information is effectively exchanged between people

24. Communication During Transfer of Care
When a patient is transferred from the care of one healthcare professional to another, it is vitally important to communicate information accurately and precisely to avoid injuries or unfavorable outcomes

25. Communication During Transfer of Care
The SBAR technique is recommended for transitioning patients safely
SBAR helps the communicator organize his or her thoughts and increases the chances the person listening will understand

26. Communication During Transfer of Care
(S) Situation – communicate what is occurring and why
(B) Background – explain what led up to the current situation
(A) Assessment – give your impression of the problem
(R) Recommendation – explain what you would do to correct the problem

27. Communication Tips to Remember
Effective communication with all patients is crucial to providing safe care
Team members should collaborate often to discuss changes in patient’s healthcare status

28. Communication Tips to Remember
Poor communication between patients and healthcare providers may result in
increased adverse events
increased healthcare costs
decreased quality and safety
poor patient satisfaction