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Effective communication in patient safety and healthcare
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Effective communication in patient safety and healthcare

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How effective communication proves vital in ensuring patient safety in healthcare.

How effective communication proves vital in ensuring patient safety in healthcare.

Published in: Salud
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  • Levels of care example of a 52 year old who present with crushing chest pain.
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    • 1. A Strategy for Patient Safety in Healthcare Dr. Taher Y. Kagalwala, M. D. (Paediatrics), India Specialist Paediatrician, Head of the Department of Paediatrics and Director, Patient Safety, Al Muwayh General Hospital, Al Muwayh, Taif, Makkah Region, K. S. A.
    • 2. Communication is the response you get when you send a message, regardless of YOUR intent. Dr. Taher Y. K. ps/eff comm 15-10-2014 2
    • 3. Dr. Taher Y. K. ps/eff comm 15-10-2014 3
    • 4.  Communication is an interaction between two individuals in the transfer of information.  It is important because it is the front-line safety net at the front-line of patient care in critical and urgent situations.  It is also important because effective communication, or the lack of it, has been strongly linked to adverse events and medical errors. Dr. Taher Y. K. ps/eff comm 15-10-2014 4
    • 5. THIS 1. Identify challenges to effective communication in health-care settings 2. Discuss the characteristics of assertive communication 3. Describe three effective communication strategies – the SBARQ, CUS and the Two-challenge Rule Dr. Taher Y. K. ps/eff comm 15-10-2014 5
    • 6.  Affects the entire team’s functioning Numerous endorsements (hand-overs) – level of care, 24/7 environments, shifts Shared Responsibilities – M.D.s, R.N.s, Therapies, Consults, Ancillary services, etc. Establish diagnosis and plan procedures and therapy  Patient outcomes depend on accurate transfer of information from one care-provider to another in the right manner and at the right time in the right context. Dr. Taher Y. K. ps/eff comm 15-10-2014 6
    • 7. Effective communication is challenged by the co-existence of intra-personal, inter-personal and organisational dynamics. Dr. Taher Y. K. ps/eff comm 15-10-2014 7
    • 8.  Disposition – positive, negative  Cognitive load – too much to think about Competence – Are you knowledgeable and are you able to apply that knowledge? Confidence – Your level of confidence can either be inspiring to others or dampen their enthusiasm  Stress – Can be internal, or due to external factors (financial, matrimonial, familial, etc.) Dr. Taher Y. K. ps/eff comm 15-10-2014 8
    • 9. Dr. Taher Y. K. ps/eff comm 15-10-2014 9
    • 10. Past experience with the sender of the message Conflict between the two – sender and recipient Language and cultural differences between two health providers or between the provider and the patient Gender issues Hierarchy issues Misinterpreting non-verbal communication Dr. Taher Y. K. ps/eff comm 15-10-2014 10
    • 11. Dr. Taher Y. K. ps/eff comm 15-10-2014 11
    • 12.  Production pressures  Resources to do your work effectively – human resources, supplies, equipment, etc.  Diffusion of responsibility – too many of us are responsible for health-care and this can create problems in the flow of work if clear guidance is not available  Authority gradient – can either be a boon or a bane, depending on where you are in relation to the hierarchy  Interruptions, distractions, etc. can hamper effective communication and even prevent smooth transfer of information, putting the safety of the patient and/or provider at risk. Dr. Taher Y. K. ps/eff comm 15-10-2014 12
    • 13. 1.ADVOCATE for the patient or the health colleague 2.ASSERT for your point of view 3.RESPECTFULLY CHALLENGE 4.RESOLVE CONFLICT within the framework of the guidance provided by the hospital Dr. Taher Y. K. ps/eff comm 15-10-2014 13
    • 14. Structured Communication Strategies Dr. Taher Y. K. ps/eff comm 15-10-2014 14
    • 15. Dr. Taher Y. K. ps/eff comm 15-10-2014 15
    • 16. Dr. Taher Y. K. ps/eff comm 15-10-2014 16
    • 17.  S: RN identifies self, patient and states purpose of the call and informs the physician of the deterioration of the patient  B: RN gives the background of the patient  A: RN describes the change in the patient’s assessment  R: RN recommends what he/she thinks should be done  Q: She listens to the physician and then asks question on any doubts that he/she may have  Note: Repeating the instructions of the physician BACK is extremely important in ensuring that the communication was error-free and effective Dr. Taher Y. K. ps/eff comm 15-10-2014 17
    • 18. Dr. Taher Y. K. ps/eff comm 15-10-2014 18
    • 19. Dr. Taher Y. K. ps/eff comm 15-10-2014 19
    • 20.  C: I am CONCERNED  U: I am UNCOMFORTABLE  S: I do not think the current situation is SAFE The CUS is a SIGNAL PHRASE. It is like a red light that asks the person opposite to stop and listen, and act accordingly If the recipient of the CUS signal IGNORES or DISREGARDS the signal, it is DISRUPTIVE BEHAVIOUR or IRRESPONSIBLE BEHAVIOUR and then you need to evoke the next technique of conflict resolution. Let us listen to an audio for demonstration purposes. Dr. Taher Y. K. ps/eff comm 15-10-2014 20
    • 21. Dr. Taher Y. K. ps/eff comm 15-10-2014 21
    • 22.  If you believe that the patient’s health is being compromised and  You have been assertive in your communication and  You have failed to get the provider’s attention or he is acted in a disruptive manner, Then  Let the provider know you are going up the CHAIN OF COMMAND  And will STOP ONLY WHEN YOUR CONCERN IS RESOLVED. Dr. Taher Y. K. ps/eff comm 15-10-2014 22
    • 23. Dr. Taher Y. K. ps/eff comm 15-10-2014 23
    • 24. NORMAL The provider must listen attentively to the CUS He/she must acknowledge the concerns mounted by the communicator  Both the parties should maintain a mutually respectful demeanour  If there is disagreement, the provider must provide a clear explanation or rationale for disregarding the other person’s concern or for not changing the line of thinking or treatment Dr. Taher Y. K. ps/eff comm 15-10-2014 24
    • 25.  We have discussed what communication means  What are the challenges to effective communication  What are the ways to communicate effectively – Assertive communication and the SBARQ  What are the methods to resolve conflict – the CUS and the Two challenge Rule Remember: Effective Communication is the Human Connection; it is the KEY to your personal and career success. In the field of Healthcare, which is a very complex system, it can prevent disruptions, medical errors and even save lives. Dr. Taher Y. K. ps/eff comm 15-10-2014 25
    • 26. Dr. Taher Y. K. ps/eff comm 15-10-2014 26

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