Communication is by far the most frequently cited cause of sentinel events. Problems related to communication play an integral part in medication errors, wrong-site surgeries and delays in treatment. Communication is crucial to ensuring patient safety.1
Safe practice recommendations include the adoption of an agreed upon, standardized communication method to be used across disciplines. There are a variety of standardized communication approaches. The SBAR communication technique has been adopted by many healthcare organizations as the preferred means of provider-to-provider information transfer.
SBAR communication steps are useful when communicating with colleagues and supervisors to identify and address issues, problems and/or opportunities for improvement in the practice setting. This technique promotes clarity of message and common understanding and between individuals. SBAR can be applied to both written and verbal communications.
Here are steps involved in the technique and an example of their application:
SITUATION
State what is happening at the present time.
Example: Patients and visitors are entering the medical center through the wrong doors. They are getting lost and frustrated when trying to find their destination.
BACKGROUND
Explain the circumstances leading up to this situation. Put the situation into context for the reader/listener.
The campus has many buildings and is accessible from both E. Washington Street and Eastland Drive. Other entrances are more noticeable than the hospital’s main entrance. The admitting physicians’ offices do not have helpful maps to give to patients when referring them to the hospital campus; they often misdirect patients.
ASSESSMENT
What do you believe to be the primary problem?
Patients and their families/caregivers need a clearly defined map containing accurate instructions. This document should guide them to the appropriate entrance and parking area when coming to the hospital for surgery or procedures.
RECOMMENDATION
What would you do to correct the problem?
Create a campus visitor guide that includes an aerial map of the campus, a facility map with entrance locations, and then floor-by-floor maps to direct visitors to specific units. Widely distribute the guide and provide copies to all admitting physicians’ offices. Make the guide available to visitors at all entrances and in admission packets.
Every healthcare worker plays an important role in improving effective communication within an organization and on care delivery units. Whatever the approach, communication must occur in an open, honest manner without fear of confrontation or hostility. Sufficient time should be dedicated to asking questions and clarifying care delivery at all points of care.1
Reference:
1. Martin LB. Enhanced communication protects patients. Breathline, 28(1): 13, January/February 2008.
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