Yeditepe University Hospitals

Practices to Prevent Communication Errors in Verbal / Telephone Prompting

Sözel / Telefonla İstem Alımında İletişim Hatalarını Önlemeye Yönelik Uygulamalar

 Verbal request;

  • Sterile interventions,
  • Emergency medication for the patient

should not be applied except in mandatory situations such as

  • Verification with feedback must be made and recorded during verbal prompting.
  • Standardization in the use of abbreviations and symbols should be followed.
  • Hospitals should create a list of abbreviations and symbols that should not be used according to their specific conditions. The list should be known and practiced by all healthcare professionals.
  • Professional communication techniques should be used.

The following professional communication techniques recommended by the World Health Organization can be used among health workers in hospitals.

  • Handover 
  • SBAR
  • Situation 
  • Background 
  • Assessment 
  • Recommendation

What is "Handover"?

A professional communication technique in which the patient's specific information is transferred from one caregiver to another in an interactive manner, fully and accurately, using a standardized communication technique.

Between whom does it enable effective communication?

  • Consultation processes,
  • Verbal prompting during the intake process and
  • Patient delivery processes ensure effective communication.

In which cases is it used?

  • During shift change processes
  • During periods when personnel leave their posts for a short period
  • During the transport of the patient to the post-anesthetic care unit or other inpatient units during the anesthesia awakening process
  • Transitions between departments (from the emergency department to the intensive care unit)
  • During the consultation process
  • In other transfer cases (transfer between departments, transfer to another health institution by ambulance)

SBAR

It is a communication technique consisting of the English initials of the communication steps that enable a health worker to convey urgently needed information about a patient to another health worker quickly, completely, clearly, and unambiguously. According to the SBAR communication technique, information is transmitted in the following order.

  1. First, one introduces oneself.
    The following information is then shared in turn;
  • Situation: What is the current situation with the patient?
  • Background: What is the clinical background or reason for arrival?
  • Assessment: What do I think the problem is?
  • Recommendation: What I would recommend?

Bibliography

  • Başol, E. Hasta İle Sağlık Çalışanları (Doktor Ve Hemşire) Arasındaki İletişim Sorunları Ve Çözüm Önerileri, İnternational Anatolia academic online journal
  • Introduction of Situation, Background, Assessment, Recommendation into Nursing Practice: A Prospective Study, https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5123547/ Erişim Tarihi; 04.02.2019
  • Çifttepe Öztürk D. Nezih Dağdeviren H. Hekimlik Pratiğinde Etkili İletişimin Yeri, Euras J Fam Med 2018;7(2):41-46
  • https://online.regiscollege.edu/blog/importance-communication-health-care/ Erişim Tarihi: 04.02.2019
  • https://www.jointcommission.org/quality_reliability__leadership/the_art_of_handoff_communication/ Erişim Tarihi: 04.02.2019
  • Kocaman Yıldırım N. İletişim Kaynaklı Çatışma Çözümleri (Sağlık Çalışanları, Hasta, Hasta Yakınları), https://kanser.org/saglik/upload/ Erişim Tarihi: 04.02.2019
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