使用结构化沟通模式.PPT

* National Patient Safety Goals (NPSGs) related to communication: Improve the effectiveness of communication among caregivers Read-Back Handoff Accurately and completely reconcile medications and other treatments across the continuum of care Address specifically during handoff Encourage the active involvement of patients and their families in the patient’s care, as a patient safety strategy * * The process by which information is exchanged between individuals, departments, or organizations The lifeline of the Core Team Effective when itpermeates every aspect of an organization * 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 * * * 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―What would I recommend? * 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 * * * * * * * * 醫療團隊資源訓練(TRM) Communication 醫療團隊資源訓練(TRM) Communication 醫療團隊資源訓練(TRM) Communication 醫療團隊資源訓練(TRM) Communication 醫療團隊資源訓練(TRM) 醫療團隊資源管理訓練  Communication 有效溝通 * 醫療團隊資源管理 學習目標 了解有效溝通的重要性 了解良好溝通訊息的組成要素 了解進行有效溝通的三大步驟: 回覆確認 (check back) 主動呼叫 (Call out) 堅持主見並尊重他人的主見 使用結構化溝通模式 – SBAR * 可能原因與溝通相關事件分析(通報於2005～2010年已收案事件，本項為複選) 資料來源:醫策會 * 藥物事件在專業照護團隊間占 43% 可能原因與溝通相關事件分析(通報於2005～2010年已收案事件，本項為複選) 與專業照護團隊間溝通相關之事件 * 溝通不良所造成的影響 不清楚的口頭醫囑會被接受和執行 病人病情的變化會被忽略或低估 重要訊息會被忽略或省略 不正確的假設會被支持和持續進行 * 為何有效的溝通是很重要的? 提供更有效的介入 改善病人安全 增進員工的士氣 改善病人與家屬的滿意度 縮短病人住院的時間 * 溝通 發訊者 接受者 回饋 訊息 ? 清楚且共同的語言 ? 外在環境 Assumpti