ISBAR for clear communication.ppt

* Why is it important to have a standard approach to telephone communication? It is a daily task It is rarely explicitly taught Telephone referrals can be a source of frustration for both the ‘giver’ and the ‘receiver’ Ineffective telephone communication can compromise patient care *  How often do you make or receive a telephone referral? Generally, is making a telephone referral easy or difficult? What have you experienced? If sometimes difficult, why? What information would you like when receiving a referral? Some questions for you… * Some of the challenges People are busy and don’t want more work! It can be difficult to summarise a complex case succinctly The person making the referral is often asked about things they have already said may not get the help they were expecting The person receiving the referral may interrupt mid-sentence make assumptions about the capability of the person making the referral * What strategies do you already use to assist the process of making or receiving a telephone referral? * ISBAR A tool used to help provide structure to communication in a number of settings Adapted from SBAR, a tool developed by the US Navy to improve communication We are proposing the use of ISBAR in relation to making and receiving a telephone referral * By the end of this session you will be able to… describe the use of the ISBAR tool in making a telephone referral prepare for a ‘mock’ referral demonstrate the successful use of the ISBAR tool to make a ‘mock’ referral identify possible situations to use ISBAR in your workplace * Structure of session Introduction Video viewing and critique (x2) all videos relate to the same case Explanation of ISBAR tool Video viewing and critique (x1) ISBAR activity in pairs Conclusion / evaluation * What are your thoughts on this doctor’s attempt at making a referral?What suggestions for improvement would you give him? Video One * Focused but not prepared The doctor clearly states what he wants he wants the