Criterion 5.3.2 EFFECTIVE COMMUNICATION

 Criterion 5.3.2

Processes to increase the effectiveness of communication in the delivery of care are established and implemented.

1) Main Thoughts:

a) Errors in making clinical decisions, actions and treatment can occur due to ineffective communication in the patient care process.

b) Communication that is effective, timely, accurate, complete, clear and understandable to the recipient will reduce errors and result in improved patient safety.

c) Communication that is prone to causing errors, among others, occurs when (1) giving verbal orders, (2) giving verbal orders via telephone, (3) delivering critical results of diagnostic supporting examinations, (4) handing over between shifts. , and (5) transfer of patients from one unit to another unit.

d) Effective communication policies and procedures need to be developed and implemented in the delivery of verbal messages, verbal messages via telephone, delivery of critical values of examination results supporting diagnosis, patient handover on duty or handover from one unit to another, for example for supporting examinations and transfer of patients to another unit.

e) Reporting the patient's condition in verbal communication or by telephone, among other things, can be done using the SBAR technique (situation, background, assessment, recommendation). Meanwhile, when receiving instructions over the telephone, you can use the readback method (write down, read back and confirm).

f) The patient handover using the SBAR technique is carried out by paying attention to the opportunity to ask questions and provide explanations (readback, repeat back), using a standard form, and containing critical information that must be conveyed, including, among other things, about the patient's status/condition, treatment, plans care, follow-up that must be carried out, significant changes in the patient's status/condition, and limitations or risks that the patient may experience.

g) Implementation of effective verbal or telephone communication when receiving instructions written down in full (T), read again by the recipient of the order (B), and confirmed to the giver of the order (K), known as TBAK.

h) The critical value of the results of supporting examinations which is significantly outside the normal range of numbers must be determined and immediately reported by the health worker responsible for supporting services to the doctor responsible for the patient in accordance with the time conditions set by the Community Health Center using the readback method (write down, read back and confirm).

i) To increase competence in carrying out effective communication, it is necessary to provide education to employees. Education can be carried out in the form of training, workshops, on-the-job training, or other forms that are considered effective for transferring skills and knowledge to increasing employee competency in carrying out effective communication.

2) Assessment Elements:

a) Giving verbal orders over the telephone using the SBAR and TBAK techniques according to the Main Ideas (D,W).

b) Reporting of the patient's condition and reporting of critical values of laboratory examination results is carried out in accordance with procedures, namely written in full, re-read by the recipient of the message, and confirmed by the sender of the message, and recorded in the medical record, including identification of who the critical values of laboratory examination results are reported to ( D, W, S).

c) Effective communication is carried out during the patient handover process which contains critical matters which are carried out consistently in accordance with SBAR procedures and methods using standardized forms (R, D, W, S).