Communication Lab: Patient Care PDF

Communication Lab Foundations of Patient Care Dr. Erinne Kennedy DMD, MPH, MMSc COLLEGE OF DENTAL MEDICINE Session Learning Objectives • Describe the importance and types of communication. • Define communication, and outline the process of effective communication. • Compare and contrast strategie...

Communication Lab Foundations of Patient Care Dr. Erinne Kennedy DMD, MPH, MMSc COLLEGE OF DENTAL MEDICINE Session Learning Objectives • Describe the importance and types of communication. • Define communication, and outline the process of effective communication. • Compare and contrast strategies for exchanging information. • Identify barriers, tools, and strategies for improving communication. • Practice the process of effective communication using new tools and strategies discussed during the session. COLLEGE OF DENTAL MEDICINE Think Pair Share: When and where did you learn to communicate? What is effective communication? What is ineffective communication? COLLEGE OF DENTAL MEDICINE Communication Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE 5 What is the importance of communication? Ineffective communication is a root cause of nearly 66 percent of all sentinel events reported* * (The Joint Commission Root Causes and Percentages for Sentinel Events (All Categories) January 1995−December 2005) Communication Patient and Clinician Safety Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE 6 What is the importance of communication? Communication Trust COLLEGE OF DENTAL MEDICINE 7 Communication is… • 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 Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE Effective Communication COLLEGE OF DENTAL MEDICINE com·mu·ni·ca·tion \ kə-ˌmyü-nə-ˈkā-shən \ : a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior. COLLEGE OF DENTAL MEDICINE 10 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 the information COLLEGE OF DENTAL MEDICINE Why Effective Communication? 1) The ability to effectively communicate with others is one of the most important tools for professional and personal success. 2) Effective communication can help you influence others. 3) Your capacity to communicate is often seen as an indicator of your ability and intelligence. Reference: North Dakota State Communication Presentation COLLEGE OF DENTAL MEDICINE Reference: North Dakota State Communication Presentation COLLEGE OF DENTAL MEDICINE Elements of Personal Communication 7% Words/Verbal 38% Body Language 55% Tone Reference: Dr. Albert Mehrabian COLLEGE OF DENTAL MEDICINE If words disagree with the tone of voice and nonverbal behavior, people tend to believe the tonality and nonverbal behavior. Dr. Albert Mehrabian COLLEGE OF DENTAL MEDICINE Listening COLLEGE OF DENTAL MEDICINE Active Listening •More than just hearing someone speak. •You fully concentrate on what is being said. •You listen with all your senses and give your full attention to the person speaking. Reference: North Dakota State Communication Presentation COLLEGE OF DENTAL MEDICINE Are you an active listener? COLLEGE OF DENTAL MEDICINE Reference: North Dakota State Communication Presentation COLLEGE OF DENTAL MEDICINE COLLEGE OF DENTAL MEDICINE Listening Exercise COLLEGE OF DENTAL MEDICINE Nonverbal Communication COLLEGE OF DENTAL MEDICINE Reference: North Dakota State Communication Presentation COLLEGE OF DENTAL MEDICINE Reference: North Dakota State Communication Presentation COLLEGE OF DENTAL MEDICINE Let’s Practice Students will participate in the communication activity as follows: • Break the class into groups of four or five. Each group should make a small circle with their desks. • Everyone must participate. • No talking with other groups. • Everyone must "listen" with their eyes. • When the teacher calls time, everyone must stop the conversation and "listen" with their eyes. • If you have not finished the previous round, finish it before you begin the next round. Try to move more quickly! COLLEGE OF DENTAL MEDICINE Rounds • Round #1: Each person should share an event they have experienced. (Example: "last week my son and I went skiing. The snow was great and we had a chance to have some great chats while riding the lift.") • Round #2: Each person should describe a situation that has proven to be a good influence in her/his life. (Example: "I became a teacher because of a great teacher I had in 6th grade, etc.") • Round #3: Each person should describe a Quality he/she already has that will make her/him a better parent or spouse. (Example: "I am a very patient person, and that is an important quality for a parent, etc.") • Round #4: Each person must give a compliment to one other person in his/her group. (Example: "I would like to compliment __________, he/she always seems to be interested in class. He shakes his head at the right time, smiles and nods. He makes me feel that what I am teaching is important and I appreciate it.") COLLEGE OF DENTAL MEDICINE Debrief COLLEGE OF DENTAL MEDICINE What impact does personality have on communication? Behavioral Communication Style Evaluation COLLEGE OF DENTAL MEDICINE Behavioral Communication Styles OPEN Steady Relater Socializer INDIRECT Conscientious Influencing DIRECT Thinker Director GUARDED Dominant COLLEGE OF DENTAL MEDICINE Communication Lab: Patient Care – Active Listening, Close Loop Communication, and Non-Verbal Cues, Role Play Foundations of Patient Care Dr. Erinne Kennedy DMD, MPH, MMSc COLLEGE OF DENTAL MEDICINE Session Learning Objectives • Describe the importance and types of communication. • Define communication, and outline the process of effective communication. • Compare and contrast strategies for exchanging information. • Identify barriers, tools, and strategies for improving communication. • Practice the process of effective communication using new tools and strategies discussed during the session. COLLEGE OF DENTAL MEDICINE Think Pair Share: What have you used since our last Communication Lab? What has worked well? COLLEGE OF DENTAL MEDICINE COLLEGE OF DENTAL MEDICINE What impact does context or work environment have on communication? COLLEGE OF DENTAL MEDICINE COLLEGE OF DENTAL MEDICINE Think Pair Share: Think about a difficult time where you had to communicate. What strategies did you use? Did it work? Based on the previous graph, would you change your approach? COLLEGE OF DENTAL MEDICINE How does this apply to patient care? COLLEGE OF DENTAL MEDICINE Waves of Care Slide COLLEGE OF DENTAL MEDICINE Tips and Tools for Communication COLLEGE OF DENTAL MEDICINE 43 Call-Out is… 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? Slides Adapted from TeamSTEPPS Communication Modu COLLEGE OF DENTAL MEDICINE 44 Check-Back is… Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE Handoff The transfer of information (along with authority and responsibility) during transitions in care; to include an opportunity to ask questions, clarify, and confirm Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE Handoff • • • • • • • Optimized Information Responsibility–Accountability Uncertainty Verbal Structure Checklists IT Support Acknowledgment Great opportunity for quality and safety! Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE 47 Communication Challenges • • • • • • • • • Language barrier Distractions Physical proximity Personalities Workload Varying communication styles Conflict Lack of information verification Shift change Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE 48 Barriers to Team Effectiveness BARRIERS n Inconsistency in Team n n n n n n n n n n n n n n Membership Lack of Time Lack of Information Sharing Hierarchy Defensiveness Conventional Thinking Complacency Varying Communication Styles Conflict Lack of Coordination and Followup With Co-Workers Distractions Fatigue Workload Misinterpretation of Cues Lack of Role Clarity TOOLS and STRATEGIES Brief Huddle Debrief STEP Cross-Monitoring Feedback Advocacy and Assertion Two-Challenge Rule CUS DESC Script Collaboration SBAR Call-Out Check-Back Handoff OUTCOMES n Shared Mental Model n Adaptability n Team Orientation n Mutual Trust n Team Performance n Resident Safety!! Slides Adapted from TeamSTEPPS Communication Module 49 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) Slides Adapted from TeamSTEPPS Communication Module COLLEGE OF DENTAL MEDICINE