Lecture 7 - Communication Flashcards
Barriers to Effective Communication
- Intimidating hierarchy
- Profession’s culture (no late night pages)
- Incomplete/incorrect hand-offs
- Time constraints
- Interpersonal conflict
- Team members unclear/unaware of roles s
Patient Hand-offs
- Act of transitioning care of a patient from one team to the next.
- Idea is to tell important details to ensure high-quality continuity of care.
Sentinel Event
Any unanticipated event in a healthcare setting resulting in death, serious physical or psychological injury to a patient(s), not related to the natural course of the patient’s illness.
Root Causes of Sentinel Events
Top 3
- Communication
- Assesment
- Phyical Enviroment
Pure Communication - Goals
- Timely
- Given without emotion
- Accurate
- Pure purpose (good of the patient)
T/F
Poorly sent messages remove the receiver’s responsibility
False
(Emotional maturity involves being self-aware and recognizing when emotions are triggered and being able to manage and choose an appropriate response)
Factors that create effective communication
- Positive body language
- Belief that one’s opinion holds value and the receiver is open to listening
- Being able to share ideas without fear
- Being comfortable with exploring ideas
Effective transfer of information from person to person is measured by (3)
- Receptiveness of the receiver
- Clear, concise delivery of information
- Understanding the message being given
Dialogue vs. Discussion
Discussions - the primary objective of the sender is to clearly present their point of view and convince others of its validity
Dialogue - conversation that flows depending on shared interactions that build off of what others say
____________ is the outcome of pure communication
Dialogue
DIalogue is facilitated by the four following behaviors:
- Listening
- Responding instead of reacting
- Asking questions to clarify
- Recap of understanding
IPASS study
Was a study done at 9 hospitals that surveryed the handoff practices and saw there was great variability.
IPASS mnemonic *
Illness severity Patient summary Action items Situation awareness/contingency plan Synthesis by receiver
IPASS conclusions
- Reduction in rate of medical erros
- Reduction in preventable adverse events
- Improved quality of written and oral handoffs
(Integrated into EMR of UCSF, Hopkins, and USC)
Closed Loop Communication
- Direct statements used to avoid misunderstanding
- Sender will give a statement and receiver confirms message by repeating it back
