Care team communication and collaboration are essential to delivering excellent patient-centered care. Yet communication failures occur far too often in clinical settings, many prompted by lack of collaboration among care team staff. The individuals on care teams face plenty of barriers to effective collaboration, including relentless pressure to work quickly, safely, and with the highest quality. This is compounded by the constant need to access and respond to multiple communication devices. To improve team communication and increase patient safety, both technology and human factors must be addressed. In this session, Dr. Christopher Snyder, Chief Quality Officer and Physician Advisor at Peninsula Regional Medical Center (PRMC), takes lessons from another high-pressure, high-tech industry, aviation, and presents a model he uses at PRMC to improve clinical communications, collaboration, and safety across the hospital system.
Identify the consequences of communication failures in healthcare
Describe the barriers to effective communication and collaboration that exist in healthcare settings today, and appraise the strategies needed to overcome them
Describe the key concepts of aviation’s Crew Resource Management (CRM) model for improving team collaboration and communication, and apply them to healthcare settings
Explain the issue of communication device “overload” and describe an effective response