1:30 - 3:00 pmSunday, September 18
LK 306
Workshop: Stop Talking Over Me and Listen!
LK 306
Workshop: Stop Talking Over Me and Listen!
Santa Clara Valley Medical Center
In a 2010 report, The Joint Commission identified communication as the top contributing factor to medical error. The Joint Commission implemented the National Patient Safety Goals that include: improved... Read more

Description

In a 2010 report, The Joint Commission identified communication as the top contributing factor to medical error. The Joint Commission implemented the National Patient Safety Goals that include: improved communication effectiveness among caregivers (http://www.jointcommission.org). Ineffective communication was cited as the most frequent root cause of sentinel events. The Joint Commission recommends communication that is timely, accurate, completely unambiguous, and understood by the recipient. The goal is that these improvements will reduce error and result in improved patient safety.

Communication failures affect patient safety and clinical outcomes. Reasons for communication breakdown in the operating room may be attributed to the power structure and microaggression within operating room teams. A group of Stanford physicians and students from across the campus performed and analyzed methods-conducted interviews in an IRB-exempt protocol to elucidate reasons for communication breakdown. We interviewed surgeons, anesthesiologists, resident physicians, medical students, nurses, and scrub technicians. However, we overlooked the focal point of the medical team’s efforts – the “end users”, the patients! We are in the midst of correcting this misstep but this omission made us mindful of the existence of an entire OR ecosystem of people, all of whom influence the communication paradigm and ultimate patient outcome.

In this interactive workshop, we plan to explore the communication paradigm that currently exists in the operating room through the lens of “design thinking”.

Most design thinking workshops focus on either an abbreviated design process or a piece of the design process, usually “empathy”, the first and primary component. In this workshop we will assist with the empathy component via aggregate personas from the aforementioned interviews, ensuring that all voices are heard. We will then ask participants to:

  • validate the personas (and amend as needed)
  • ideate on ways that communication can be made more effective

The design thinking tools we will use during the workshop will include:

  • Journey Mapping of the personas (in small groups)
  • Creating a collective experience map and use “WIBNI “Wouldn’t it be nice if…” ideation to identify intervention points
  • Role play and/or storyboard intervention points to ideate solutions

These tools, along with the interactive nature of the workshop, will allow participants to learn and apply the principles of design-thinking to a real-world problem within a creative and safe environment.

Lessons learned from this workshop will assist us in the development of a curriculum focused on strategic communication in the operating room targeting healthcare professionals.

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