Rolled out SBAR communication tool to clerical and clinical staff.

1. SBAR – Improving Communication

3. Background

4. Assessment

6. Why do we Need SBAR? Situation: poor communication = errors/call backs from clinical and clerical staff to get more information (phone tag) Background: Training on communication styles vary Hierarchy - lack of assertiveness Distractions - missing information Assessment: we need a new communication style that all healthcare professionals can use Recommendation: SBAR is a simple tool that is shown to effectively improved communication that will decrease error and has been effectively applied to healthcare

7. How it will help us? Similar to the SOAP model Standardized approach that promotes efficient transfer of key information Helps create an environment that allows clerical and clinical staff express their concerns

9. Little information exchanged

10. Non-informative information provided

11. Multiple calls from clinical staff to patients to get pertinent information

15. List of current medications & allergies

16. Most recent vital signs

17. Lab results: provide the date and time test was done and results of previous tests for comparison

18. Medical history

20. What is the analysis and consideration of options?

22. What solution can you offer the physician?

23. What do you need from the physician to improve the patient’s condition?

25. Using SBAR in Quick Text S (Situation) – Mom, Marge Porgie, would like to speak with a triage nurse. Pt has had diarrhea for 4 days and woke up this morning with a fever of 101. B (Background) – Spoke with a nurse on 1/25 in regards to diarrhea. A (Assessment) – Information sent to Triage for evaluation. R (Recommendation) – Please call back mom at cell # 555-5555.

26. Dr. Levine would like to have Mary Contrary, who was seen for a physical today, to come back into the office in 2-3 months for a weight follow up. Please use SBAR to send a task to the Secretarial task list so that they can call this patient to set up the appointment. Nurses:

27. Secretaries: The mother of Elsie Marley calls with a request for labs that were done on 1/23/10. She is not at home but will have her cell phone with her, 555-0000. Please use SBAR to send a task to the support staff so that they can call the patient back.

28. Any Questions??