COMMUNICATION IS KEY: BRIDGING THE GAP BETWEEN OR AND SPD

Transcription

1 COMMUNICATION IS KEY: BRIDGING THE GAP BETWEEN OR AND SPD Copyright 2016 Key Surgical

2 Objectives Define interpersonal communication and discuss its role in the healthcare setting Discuss primary goals of SPD and the OR Discuss common misconceptions about communication in the workplace Discuss the primary challenges the SPD and surgery departments face Discuss common situations that create communication challenges between the SPD department and surgery department Discuss the role of generational and cultural differences in interpersonal communication Discuss ways to communicate effectively in the workplace Discuss the benefit of collaborative approach to communication between the SPD department and surgery department Discuss products available to aid in communication between departments in a healthcare setting Discuss importance of proper leadership in a workplace/healthcare setting

3 What is interpersonal communication? Interpersonal communication is the process by which people exchange information, feelings, and meaning through verbal and non-verbal messages

4 Interpersonal communication continued Face-to-face communication A term usually applied to verbal and nonverbal interactions in one-on-one or small-group settings Not just about what is said but HOW it is said (tone, facial expressions, gestures, body language, etc.) Opposite: Intrapersonal communication- communicator's internal use of language or thought/occurring in the mind of the individual

5 Interpersonal communication continued WORDS generate only 7% of the impact of communication VOICE TONE generates as high as 38% BODY LANGUAGE generates as high as 55% 7% 55% 38%

6 Communication Barriers Semantic Barriers: different understanding and interpretations of the actual words we use to communicate Physical Barriers: distance between people communicating Personal Barriers: individual s communication competence and interpersonal dynamics between people attempting to communicate- can include generational barriers, emotional interpretations, etc. Cultural/Language Barriers: difference in primary language understood and used by those attempting to communicate

7 Common Communication Misconceptions in the Workplace If I say it, the other person will understand. The more communication, the better! Any problem can be solved at any time if we communicate with each other. Communication is a natural ability some have it, some don t.

8 Interpersonal Communication in a Healthcare Setting Daily communication about cases between SPD and surgery New product committees Risk analysis/assessment committees Team/departmental communication Communication with peers at educational seminars regarding best practices, issues/opportunities Leadership communication with team members in your department Communicating with vendor representatives Communicating with patients

9 What affects communication? Differences in responsibilities Work flow in SPD Decontamination Inspection Prep and pack Sterilization Inventory and storage Distribution Work flow in the clinical setting Pre-operative prep Intra-operative responsibility Post-operative care

10 What affects communication? Differences in priorities SPD Decontamination of instruments- sometimes hard to clean Accurate case cart picking Comply with recommended practices related to decontam, disinfection, sterilization, storage, transportation Customer needs- many departments Reprocess loaner trays in addition to regularly stocked and rotated trays Operating Room Case turnover Ever-changing technology Surgeon and patient needs Logistics/staffing shortfalls Minimize risk of wrong patient, wrong-site, other procedural errors Minimize expenses Product counts/tracking

11 Benefits of Effective Communication in a Healthcare Setting Example: Patient + Healthcare provider:

12 Benefits continued Example: OR Nurse + SPD Tech:

13 Benefits continued Example: SPD/OR Manager + Tech/Nurse

14 Benefits continued Example: SPD/OR Professional + Vendor Representative

15 Communicating Effectively Use feedback while communicating: Active listening Simplify language Use "I" statements

16 Communicating Effectively continued Describe behaviors without judgment or an evaluative statement. Describe your feelings: Best to just name it so that others can understand what your position is.

17 Communicating Effectively continued Maintain congruence between your verbal and non-verbal messages For many people it will take practice to become an effective communicator

18 Cultural Differences: How They Affect Communication

19 Communication Managing Cultural Differences Language differences Visual communication methods Non-verbal behavior differences Religious practices Social values/customs Team-building Learn about different cultures Collaborative approach to communication

20 Generational Differences: How They Affect Communication Traditionalists (born before 1945) Baby Boomers (born ) Gen X (born ) Gen Y/Millennials (born )

21 Summary of Generational Differences

22 Managing Generational Differences More than 60% of employers are experiencing tension between employees from different generations Communication styles: a one-size-fits-all approach to managing and communicating is not effective with four generations in the workforce Employee strengths: understanding different skills and strengths of each generation can help managers and supervisors create effective teams Collaboration: Social interaction increases collaboration in the workplace

23 Managing Interpersonal Communication Through Differences Staff member monthly highlights on shared bulletin boards Celebrate diversity! Meet and greet Mentorship Reciprocal/Reverse mentorship

24 Operating Room and Sterile Processing Department: How can we improve communication? Name tags photo IDs Newsletters add columns about SPD and surgery to a shared newsletter detailing specific processes and process improvements Combined management/leadership meetings putting faces to names in each department will aid in communication Shared bulletin boards employee highlights/process improvements Understand that non-verbal communication cannot be assessed via phone, , etc. communication

25 How can we improve communication? Common courtesy- please and thank you Phone communication- say your name, accountability Details: 5Fr Frasier suction tip vs. A small suction tip Recognition! International CS Week (SPD Week): October Peri-Operative Nurse Week: November

26 How can we improve communication? Commitment from OR and CS management to sustainable collaboration Built-in interdepartmental rotation to learn about each department during orientation Encourage getting to know each other! Interdepartmental staff meetings, in-services and celebrations or functions Input from both departments on policy/procedural changes and improvements

27 Using Products to Help Communicate Instrument identification Broken/Repair Quick Turnover Missing Wrong Instrument Tray labels Description of package contents Initial package assembler Lot control number Identification of sterilizer and cycle used Date of sterilization Requesting department or surgeon s name may be included Assigned storage location Updated and accurate pick lists and preference cards

28 Improving Communication Through Leadership Leaders set the tone for the culture of their department and have the power to influence WHO communicates and HOW WELL they communicateverbally and non-verbally Leaders with commitment to learning and refining skills= department that seeks out and values learning opportunities Leaders who encourage and facilitate collaboration will get collaboration Leaders understand the benefit of teachability in staff

29 Alone we can do so little. Together we can do so much. -Helen Keller

30 Sources Lebouef, Joseph. Operating room/central sterile supply department collaboration. Healthcare Purchasing News December 2011: Print. Stephens, Stephanie. Reverse mentoring: Younger workers can help veterans stay on right track. AAMI BI&T March/April 2012: Print American Hospital Association Managing an Intergenerational Workforce: Strategies for Health Care Transformation [PowerPoint slides]. Retrieved from CPI/multigenerational-workforce-report.pdf Nash, David. Why Can t Hospitals Learn to Fly? MedPage Today Online. Retrieved from ifferences.pdf Image sources:

31 Contact Information Key Surgical, Inc

32 Keep Educating Yourself!