Communication, Collaboration and Conflict Systems Based Healthcare November 5 & 7, 2013 (Path 1) November 19 &21, 2013 (Path 2)
Communication, Collaboration and Conflict
Systems Based HealthcareNovember 5 & 7, 2013 (Path 1)
November 19 &21, 2013 (Path 2)
Listening
It's not about the nail
The foundation of successful communication is the ability to listen.
Small Group DiscussionPlease take 15 minutes to share some of your thoughts from the reflective
writing homework.
Communication Styles
• Thinking/Planning• Doing/Directing• Supporting/Collaborating• Visioning/Creating
Discuss a clinical scenario in which having team members with different styles helped create an effective interaction.
Communication Fundamentals
Being aware of your personal communication style provides important insight into how you perform basic communication skills.
Communication
Assumptions Fatigue Distractions HIPAA
™
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JCAHO: Importance of Communication
Ineffective communication is a root cause for nearly 66 percent of all sentinel events reported*
* (JCAHO Root Causes and Percentages for Sentinel Events (All Categories) January 1995−December 2005)
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• The process by which information is exchanged between individuals, departments, or organizations
• The lifeline of the Core Team
• Effective when itpermeates every aspect of an organization
Communication is…
Assumptions Fatigue Distractions HIPAA
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Standards of Effective Communication
• Complete– Communicate all relevant information
• Clear– Convey information that is plainly understood
• Brief– Communicate the information in a concise manner
• Timely– Offer and request information in an appropriate timeframe– Verify authenticity– Validate or acknowledge information
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Information Exchange Strategies
• Situation–Background– Assessment– Recommendation (SBAR)
• Call-Out• Check-Back• Handoff
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SBAR provides…
• A framework for team members to effectively communicate information to one another
• Communicate the following information:– Situation―What is going on with the patient?– Background―What is the clinical background or
context?– Assessment―What do I think the problem is?– Recommendation―What would I recommend?
Remember to introduce yourself…
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Call-Out is…A strategy used to communicate important or critical information– It informs all team members
simultaneously during emergency situations
– It helps team members anticipate next steps
HandoffThe transfer of information (along with authority and responsibility) during transitions in care across the continuum; to include an opportunity to ask questions, clarify, and confirm.
Handoff• Optimized Information• Responsibility– Accountability• Uncertainty• Verbal Structure• Checklists• IT Support• Acknowledgement
Great opportunity for quality and safety
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Communication Challenges• Language barrier• Distractions• Physical proximity• Personalities• Workload• Varying communication styles• Conflict• Lack of information verification • Shift change
GreatOpportunity for Quality
and Safety
Conflict Styles
• Collaborating• Competing• Avoiding• Harmonizing• CompromisingDiscuss the most recent conflict you observed or experienced on the wards. Which styles were in play? What was your role? What was the outcome?
Team Collaboration
What will you do to ensure that your team collaborates
effectively and efficiently?