TeamSTEPPS for Office-Based Care: Communication
Classroom Slides
Contents
Slide 1: TeamSTEPPS Team Strategies & Tools to Enhance Performance & Patient Safety for Office-Based Care Communication
Slide 2: Communication
Slide 3: Importance of Communication
Slide 4: Communication Considerations
Slide 5: Standards of Effective Communication
Slide 6: SBAR provides…
Slide 7: Handoff
Slide 8: Handoff
Slide 9: Handoff Exercise
Slide 10: Check-Back is…
Slide 11: Check-Back Technique Example
Slide 12: Communication in the Medical Office
Slide 13: Review of the Video
Slide 14: Communication Exercise
Slide 15: Front Office Scenario
Slide 16: Discussion: Front Office Scenario
Slide 17: Tools & Strategies Summary
Slide 1: TeamSTEPPS Team Strategies & Tools to Enhance Performance & Patient Safety for Office-Based Care Communication
TeamSTEPPS Team Strategies & Tools to Enhance Performance & Patient Safety for Office-Based Care Communication
Slide 2: Communication
- The first of the four main TeamSTEPPS components.
- "The process by which information is clearly and accurately exchanged between two or more team members in the prescribed manner and with proper terminology and the ability to clarify or acknowledge the receipt of information."i
- The lifeline of any team.
- In health care, the lifeline between patients and any team member.
i Cannon-Bowers JA, Tannenbaum SI, Salas E, et al. Defining competencies and establishing team training requirements. In: Guzzo RA, Salas E, eds. Team effectiveness and decision making in organizations. San Francisco: Jossey-Bass; 1995. p. 333.
Slide 3: Importance of Communication
Joint Commission data continue to demonstrate the importance of communication in patient safety.
- 1995-2005: Ineffective communication identified as root cause for nearly 66 percent of all reported sentinel events.*
- 2010-2013: Communication among top 3 root causes of sentinel events reported.†
* Joint Commission Root Causes and Percentages for Sentinel Events (All Categories). January 1995-December 2005.
† Joint Commission Sentinel Event Data (Root Causes by Event Type). 2004-2012. http://www.jointcommission.org/sentinel_event.aspx
Slide 4: Communication Considerations
Things you should consider when communicating:
- The audience.
- The mode of communication.
- Standards associated with the specific mode of communication.
- The power of nonverbal communication.
Image: Two penguins are trying to communicate across a wall labeled assumptions, fatigue, distractions, and HIPAA. 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.
Slide 5: 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.
Slide 6: 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/Request ―What would I recommend? What do I need from you?
- SBAR's adaptability is encouraged—make this work for your team!
Remember to introduce yourself…
Slide 7: Handoff
- The transfer of information (along with authority and responsibility) during transitions in patient care.
- It includes an opportunity to ask questions, clarify, and confirm.
- Both authority and responsibility are transferred.
Image: Two penguins in track uniforms are running a relay race; one penguins passes the baton to the other.
Slide 8: Handoff
A proper handoff includes the following components:
- Responsibility: Person is aware of assuming responsibility.
- Accountability: You are accountable until both parties are aware of the transfer.
- Uncertainty: Clear up all ambiguity before the transfer is complete.
- Communicate verbally.
- Acknowledged: Ensure that the handoff is understood and accepted.
- Opportunity: Evaluate the situation for both safety and quality.
Slide 9: Handoff Exercise
Develop a handoff checklist based upon needs of your particular office:
- How is your team unique?
- Keep in mind core components.
- Share your handoff checklist with the rest of your team.
- Discuss how it could be used in your practice.
Handoff Checklist
- Responsibility.
- Accountability.
- Uncertainty.
- Communicate Verbally.
- Acknowledged.
- Opportunity.
Image: A penguin riding an exercise bicycle is captioned "Exercise".
Slide 10: Check-Back is…
A closed-loop communication strategy used to verify and validate information exchanged.
Image: Diagram of a Check-back loop. 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.
Slide 11: Check-Back Technique Example
A team member was asked by a provider to:
"Administer the influenza vaccine to Mrs. Green who is in Room 6."
"So you want me to give Mrs. Green, who is in Room 6, an influenza vaccine?"
"Yes, that is correct."
"O.K., I will prepare the vaccine."
Slide 12: Communication in the Medical Office
Let's watch this office demonstrate proper team communication.
Select to access the video:
Communication in the Medical Office (Flash® video, 3 min., 33 sec.; 39 MB).
Image: In the corner is a penguin in a director's chair captioned "Roll `em! Play video."
Slide 13: Review of the Video
Now that you have watched the video, think about what went well in this version of the scenario. In particular:
- Was proper communication demonstrated?
- Was this strategy effective? Why or why not?
- Did you see any other opportunities for better communication?
- Have you encountered situations similar to this with your team? If so, how did you overcome it?
Slide 14: Communication Exercise
Think about your office team:
- What do you think are the opportunities to improve communication in your office?
- If you had a magic wand what strategies would you use to overcome communication breakdowns?
Image: A penguin is dressed like a fairy godmother with magic wand, gauzy fairy wings, a pointed hat, and cats-eye eyeglasses.
Slide 15: Front Office Scenario
For some unknown reason the electronic health records system was not working and the staff had to write paper notes. Alice had an appointment for followup of labs and x rays. Since they could not access the diagnostic data, the provider asked the administrative assistant to call both the lab and the radiology service to get the results by phone. The administrative assistant called and gave the situation, background, and assessment, and requested the needed information. This method of communication expedited the transfer of information from the radiology technician to the administrative assistant. The provider could then see Alice on time and discuss her lab and x ray results.
Slide 16: Discussion: Front Office Scenario
Reflecting on what took place in the scenario, did you pick up the use of SBAR?
- You should have noted that the administrative assistant called and explained the situation, background, and assessment, and requested the needed information.
- As with all the other TeamSTEPPS concepts, good communication applies to everyone within the office.
- Remember, teamwork is everyone's responsibility.
Slide 17: Tools & Strategies Summary
Barriers | Tools and Strategies | Outcomes |
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Communication:
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