Communication Tools Strategies Summary TOOLS and STRATEGIES BARRIERS

Communication Tools & Strategies Summary TOOLS and STRATEGIES BARRIERS n Inconsistency in Team n n n n Membership Lack of Time Lack of Information Sharing Hierarchy Defensiveness Conventional Thinking Complacency Varying Communication Styles Conflict Lack of Coordination and Followup With Coworkers Distractions Fatigue Workload Misinterpretation of Cues Lack of Role Clarity Mod 3 2. 0 Page 1 Communication • • SBAR Call-Out Check-Back Handoff Leading Teams • • • Brief Huddle Debrief Situation Monitoring • • OUTCOMES n Shared Mental Model n Adaptability n Team Orientation n Mutual Trust n Team Performance n Patient Safety!! STEP I’M SAFE Mutual Support • Task Assistance • Feedback • Assertive Statement • Two-Challenge Rule • CUS T • EAMDESC STEPPS Script 05. 2 1

Communication SBAR A framework for team members to effectively communicate information to one another Communicate the following information: Mod 3 2. 0 Page 2 n Situation―What is going on with the patient? n Background―What is the clinical background or context? n Assessment―What do I think the problem is? n Recommendation―What would I recommend? TEAMSTEPPS 05. 2 2

Communication Call-Out A strategy used to communicate important or critical information n It informs all team members simultaneously during emergency situations n It helps team members anticipate next steps Mod 3 2. 0 Page 3 TEAMSTEPPS 05. 2 3

Communication Check-Back is… Mod 3 2. 0 Page 4 TEAMSTEPPS 05. 2 4

Communication Handoff n The transfer of information during transitions in care across the continuum n Mod 3 2. 0 Page 5 Includes an opportunity to ask questions, clarify, and confirm TEAMSTEPPS 05. 2 5

Communication Handoff Consists of… n n n Mod 3 2. 0 Page 6 Transfer of responsibility and accountability Clarity of information Verbal communication of information Acknowledgment by receiver Opportunity to review TEAMSTEPPS 05. 2 6

Communication Specific Handoff Tools n ANTICipate n Administrative Data; New clinical information; Tasks to be performed; Illness severity; Contingency plans for changes n I PASS n Illness severity; Patient Summary; Action list for the new team; Situation awareness and contingency plans; Synthesis and “read back” of the information n SHARQ n Mod 3 2. 0 Page 7 Situation; History; Assessment; Recommendations/Result; Questions TEAMSTEPPS 05. 2 7

Communication Briefs n A team briefing is an effective strategy for sharing the plan n Briefs should help: Mod 3 2. 0 Page 8 n Form the team n Designate team roles and responsibilities n Establish climate and goals n Engage team in shortand long-term planning TEAMSTEPPS 05. 2 8

Communication Briefing Checklist Tool TOPIC Who is on core team? All members understand agree upon goals? Roles and responsibilities understood? Plan of care? Staff availability? Workload? Available resources? Mod 3 2. 0 Page 9 TEAMSTEPPS 05. 2 9

Communication Huddle Problem Solving n n n Mod 3 2. 0 Page 10 Hold ad hoc, “touch base” meetings to regain situation awareness Discuss critical issues and emerging events Anticipate outcomes and likely contingencies Assign resources Express concerns TEAMSTEPPS 05. 2 10

Communication Debrief Process Improvement n Brief, informal information exchange and feedback sessions n Occur after an event or shift n Designed to improve teamwork skills n Designed to improve outcomes n n Mod 3 2. 0 Page 11 An accurate recounting of key events Analysis of why the event occurred Discussion of lessons learned and reinforcement of successes Revised plan to incorporate lessons learned TEAMSTEPPS 05. 2 11

Communication Debrief Checklist TOPIC Communication clear? Roles and responsibilities understood? Situation awareness maintained? Workload distribution? Did we ask for or offer assistance? Were errors made or avoided? What went well, what should change, what can improve? Mod 3 2. 0 Page 12 TEAMSTEPPS 05. 2 12

Communication Components of Situation Monitoring Mod 3 2. 0 Page 13 TEAMSTEPPS 05. 2 13

Communication I’M SAFE Checklist I = Illness M = Medication S = Stress A = Alcohol and Drugs F = Fatigue E = Eating and Elimination Mod 3 2. 0 Page 14 TEAMSTEPPS 05. 2 14

Communication Task Assistance Team members foster a climate in which it is expected that assistance will be actively sought and offered as a method for reducing the occurrence of error. Mod 3 2. 0 Page 15 TEAMSTEPPS 05. 2 15

Communication What Is Feedback? Feedback is information provided for the purpose of improving team performance Mod 3 2. 0 Page 16 TEAMSTEPPS 05. 2 16

Communication Types of Feedback n Formal n Retrospective and typically scheduled in advance n Has an evaluative quality n Examples: Collaborative discussions, case conferences, individual performance reviews n Informal Mod 3 2. 0 Page 17 n Typically in real time n Provided on an ongoing basis n Focuses on knowledge and practical skills development n Examples: Huddles, debriefs TEAMSTEPPS 05. 2 17

Communication Characteristics of Effective Feedback Effective feedback is— n Timely n Respectful n Specific n Directed toward improvement n n Mod 3 2. 0 Page 18 Helps prevent the same problem from occurring in the future Considerate TEAMSTEPPS 05. 2 18

Communication Advocacy and Assertion n Advocate for the patient n Invoked when team members’ viewpoints don’t coincide with that of a decision maker n Assert a corrective action in a firm and respectful manner Mod 3 2. 0 Page 19 TEAMSTEPPS 05. 2 19

Communication The Assertive Statement n Respectful and supportive of authority n Clearly asserts concerns and suggestions n Is nonthreatening and ensures that critical information is addressed n Five-Step Process: 1. Open the discussion 2. State the concern 3. State the problem—real or perceived 4. Offer a solution 5. Obtain an agreement Mod 3 2. 0 Page 20 TEAMSTEPPS 05. 2 20

Communication Please Use CUS Words but only when appropriate! Mod 3 2. 0 Page 21 TEAMSTEPPS 05. 2 21