TeamSTEPPS Fundamentals Course: Module 6. Communication: Classroom Slides

TeamsTEPPS Fundamentals Course

TeamSTEPPS is a teamwork system developed jointly by the Department of Defense (DoD)and the Agency for Healthcare Research and Quality (AHRQ) to improve institutional collaboration and communication relating to patient safety.

Slides:

Slide 1: Communication
Slide 2: Objectives
Slide 3: TeamSTEPPS
Slide 4: JCAHO: Importance of Communication
Slide 5:JCAHO Goals That Relate To Communication
Slide 6: Communication is...
Slide 7: Standards of Effective Communication
Slide 8: Brief, Clear, Timely
Slide 9: Information Exchange Strategies
Slide 10: SBAR provides...
Slide 11: SBAR Example
Slide 12: SBAR Exercise
Slide 13: Call-Out is...
Slide 14: Check-Back is...
Slide 15: Handoff
Slide 16: Handoff
Slide 17: "I PASS the BATON"
Slide 18: Communication Challenges
Slide 19: Barriers to Team Effectiveness
Slide 20: Teamwork Actions


 

Slide 1: Communication

Two penguins are trying to communicate across a wall labeled assumptions, fatigue, distractions, and HIPPA. The source penguin is thinking about a message. The receiver penguin is holding a sign with the same message. The source sends a message to the receiver and the receiver sends feedback to the source.

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Slide 2: Objectives

  • Describe the importance of communication
  • Recognize the connection between communication and medical error
  • Discuss the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) national patient safety goals
  • Define communication and discuss the standards of effective communication
  • Describe strategies for information exchange
  • Identify barriers, tools, strategies, and outcomes to communication

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Slide 3: TeamSTEPPS

[D] Select for Text Description

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Slide 4: 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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Slide 5: JCAHO Goals That Relate To Communication

National Patient Safety Goals (NPSGs) related to communication:

  • Improve the effectiveness of communication among caregivers.
    • Read-Back
    • Handoff
  • Accurately and completely reconcile medications and other treatments across the continuum of care.
    • Address specifically during handoff.
  • Encourage the active involvement of patients and their families in the patient's care, as a patient safety strategy.

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Slide 6: Communication is...

Two penguins are trying to communicate across a wall labeled assumptions, fatigue, distractions, and HIPPA. The source penguin is thinking about a message. The receiver penguin is holding a sign with the same message. The source sends a message to the receiver and the receiver sends feedback to the source.

  • The process by which information is exchanged between individuals, departments, or organizations
  • The lifeline of the Core Team
  • Effective when it permeates every aspect of an organization

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Slide 7: 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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Slide 8: Brief, Clear, Timely

A sign posted on the ice says: Notice: Public Water. Our Public Water is Currently CLOSED Because it is not OPEN. The MANAGEMENT.

A puzzled penguin and a post with several signs of fish and arrows pointing in all directions.

Two penguins in the water watch a penguin on land who is putting up a sign stating 'DANGER. SEALS in WATER Don't SWIM.

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Slide 9: Information Exchange Strategies

  • Situation—Background— Assessment—Recommendation (SBAR)
  • Call-Out
  • Check-Back
  • Handoff

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Slide 10: 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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Slide 11: SBAR Example

Select the penguin director icon below to access the video.

Roll 'Em! Play Video (icon: penguin film director)
SBAR (Flash video, 1 min., 35 sec.; 9.8 MB) (Plugin Software Help.)

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Slide 12: SBAR Exercise

Create an SBAR example based on your role.

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Slide 13: Call-Out is...

 

A penguin wearing a scrub top shouting, “Seal!”

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.

On your unit, what information would you want called out?

Select the penguin director icon below to access the video.

'Roll 'Em!' Play Video (icon: penguin film director)
Call-Out (Flash video, 18 sec.; 2 MB) (Plugin Software Help.)

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Slide 14: Check-Back is...

Check-back is a circular process with three parts; Communication goes through Sender initiates message. This leads to Closed, which goes through Receiver accepts message and provides feedback confirmation. This leads to Loop, which goes through Sender verifies message was received. This leads back to Communication, which continues the process.

Select the penguin director icon below to access the video.

'Roll 'Em!' Play Video (icon: penguin film director)
Check-Back (Flash video, 15 sec.; 1.7 MB) (Plugin Software Help.)

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Slide 15: Handoff

Two racing penguins passing the baton.

The 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

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Slide 16: Handoff

  • Optimized Information
  • Responsibility- Accountability
  • Uncertainty
  • Verbal Structure
  • Checklists
  • IT Support
  • Acknowledgement

Great opportunity for quality and safety.

Select the penguin director icon below to access the video.

Handoff (Flash video, 15 sec.; 1.7 MB) (Plugin Software Help)

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Slide 17: "I PASS the BATON"


StepDescription
Introduction:Introduce yourself and your role/job (include patient).
Patient:Identifiers, age, sex, location.
Assessment:Present chief complaint, vital signs, symptoms, and diagnosis.
Situation:Current status/circumstances, including code status, level of uncertainty, recent changes, and response to treatment.
Safety:Critical lab values/reports, socio-economic factors, allergies, and alerts (falls, isolation, etc.).
THE 
Background:Co-morbidities, previous episodes, current medications, and family history.
Actions:What actions were taken or are required? Provide brief rationale.
Timing:Level of urgency and explicit timing and prioritization of actions.
Ownership:Who is responsible (nurse/doctor/team)? Include patient/family responsibilities.
Next:What will happen next?
Anticipated changes?
What is the plan?
Are there contingency plans?

Question, Clarify, and Confirm

 

Close-up penguins passing the baton.

Select the penguin director icon below to access the video.

I PASS the BATON (Flash video, 1 min., 14 sec.; 7.5 MB) (Download Flash)

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Slide 18: Communication Challenges

  • Language barrier
  • Distractions
  • Physical proximity
  • Personalities
  • Workload
  • Varying communication styles
  • Conflict
  • Lack of information verification
  • Shift change

Great Opportunity for Quality and Safety

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Slide 19: Barriers to Team Effectiveness

BARRIERSTOOLS and STRATEGIESOUTCOMES
  • Inconsistency in Team Membership
  • Lack of Time
  • Lack of Information Sharing
  • Hierarchy
  • Defensiveness
  • Conventional Thinking
  • Complacency
  • Varying Communication Styles
  • Conflict
  • Lack of Coordination and
    Follow-Up with Co-Workers
  • Distractions
  • Fatigue
  • Workload
  • Misinterpretation of Cues
  • Lack of Role Clarity
Brief
Huddle
Debrief
STEP
Cross Monitoring
F eedback
Advocacy and Assertion
Two-Challenge Rule
CUS
DESC Script
Collaboration
SBAR
Call-Out
Check-Back
Handoff
  • Shared Mental Model
  • Adaptability
  • Team Orientation
  • Mutual Trust
  • Team Performance
  • Patient Safety!!

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Slide 20: Teamwork Actions

  • Communicate with team members in a brief, clear, and timely format.
  • Seek information from all available sources.
  • Verify and share information.
  • Practice communication tools and strategies daily (SBAR, call-out, check-back, handoff).

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Return to Index 
Proceed to Module 7


Internet Citation:

TeamSTEPPS Fundamentals Course: Module 6. Team Structure. Classroom Slides. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/teamsteppstools/instructor/fundamentals/module6/slcommunication.htm

Page last reviewed November 2008
Internet Citation: TeamSTEPPS Fundamentals Course: Module 6. Communication: Classroom Slides: TeamsTEPPS Fundamentals Course. November 2008. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/education/curriculum-tools/teamstepps/instructor/fundamentals/module6/slcommunication.html