Transcript Manager escalating a concern

Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
• Introduction
– Who, what and where you are and why are you
calling
– Is this a good time to talk?
• Situation
– What is happening now
• Background
– What led to the situation
• Assessment
– What you consider the problem is
• Recommendation
– What should we do to correct the problem
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Introduction
Who, what and where you are and why are you calling
Establish you are talking to the right person and that it is
convenient to have the conversation at that time
• “Hello Rosemary it’s Jane Smith here, manager at the
Brindabella MPS
• “I am calling because I’d like to discuss something that
happened last night - is now a good time?
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Situation
Give the situation, including key information such as
what time, place and who was involved
“The situation is that last night we tried to contact one
of our clinicians about an unstable patient, and it took
about four phone calls and about 30 minutes to finally
track them down and I’m thinking that this might
warrant an MCCC. The patient was OK as it turned
out.
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Background
Give the relevant background details to the matter
• “ By way of background this isn’t the first time this
has happened, and I’ve talked to the clinician before
about it. Things seemed to be going OK, and they
were quite responsive, but over the past month
they’ve seemed harder to get, and slower to respond
when I think we’ve needed them..”
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Assessment
– What do you consider is going on
• So my assessment is that I think I need to make
my concerns known a bit more formally so I can
make sure this is sorted in the proper way
because I’m worried that there’s something going
on with this person that we need to get to the
bottom of…”
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Recommendation
Be clear about your recommendation or what you are
asking of the other person
• So I think that if you agree I would initiate an MCCC
about this person, just to make sure that if there is
something going on we identify it early and make sure
we keep patients safe and help the clinician to work out
what they are doing or want to do. I’ve mentioned it
already to my cluster manager. Can you advise whether
that’s the right way forward from here please, and what
else we need to do to get this underway?