Transcript Patient Safety Concern - Aggression

Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
• Introduction
Who, what and where you are and why are you calling
also is this a good time to talk?
• Situation
What is happening now. “The situation is….”
• Background
What led to the situation. “By way of background…”
• Assessment
What you consider the problem is. “My assessment is”
or “I assess….”
• Recommendation
What should we do to correct the problem. “I
recommend…..”
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
• “Hi Joanne, its Rose here, I’m your Patient Safety Officer”
• “I am calling because I am concerned about an IIMS I have
just reviewed in relation to an aggression incident that
happened here in Newcastle”
• Is this a good time to talk?
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Situation
Give the situation as of now, including key information
such as patient’s age and gender, and current status
• “The situation is that Mr Jones, one of our
methadone clients, was verbally aggressive and
threatening towards staff yesterday which escalated
to physical violence against another client”
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Background
Give the relevant background details such as
presenting factors and complications
• “By way of background I have reviewed the number
of incidents over the last 12 months and notice an
increasing trend in the number and level of
aggression incidents”
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Assessment
What do you consider is going on
• “I notice that your protocol for dealing with
aggressive clients was activated in this incident
successfully although the incident still resulted in
injury to the other client”.
• “What is worrying is the increasing number of
incidents that are quickly escalating to this level”.
• “I thought with this information we could assess
whether any further action is required”.
Clinical Governance – Pursuing Quality, Safety and Excellence
ISBAR In Our Communication
Recommendation
Be clear about your recommendation
• “My recommendation is that I pull together
the data from IIMS, together with update
information from the NUMs, and report this to
you in an ISBAR brief so that we can
determine if there are opportunities for
improvement”