D1.U

SBAR

• The Situation, Background, Assessment and Recommendation (SBAR) technique has become the Joint Commission's stated industry best practice for standardized communication in healthcare; effortlessly structuring critical information primarily for spoken delivery.
• Situation: Clearly and briefly
• define the situation. For example, ‘Mr. Jones has multiple
• prescriptions of Coumadin in his home and he is unclear as to which ones
• he is supposed to take.’
• Background: Provide clear, relevant background
• information that relates to the situation. In the example above, you
• should consider including the patient’s diagnosis, the prescribing
• physicians, and the dates and dosages of the medications.
• Assessment: A statement of your professional conclusion.
• Recommendation: What do you need from this
• individual? For example, ‘Please clarify which is the correct dose of
• Coumadin for Mr. Jones to take and which physician will be responsible
• for managing his anticoagulant therapy?’

HEART

• HEAR: The best approach we can take when a patient or member has a problem or concern is to listen and not interrupt. = listen attentively. Even if we think we know where the patient or member is headed, it’s important to
• let them vent their feelings and get the complete story out.
• EMPATHIZE: Noticing and responding to the fact that someone is worried, upset or disappointed can help them feel that you care. Use words and phrases that demonstrate caring and understanding, such as "I can see that would be very stressful..."
• APOLOGIZE: A sincere apology for not having met a patient/member’s service expectations can help calm them and open them up to a resolution. Some things to keep in mind: Check your reaction, Start with the phrase “I’m sorry...”, Apologize for the experience., Don’t blame anyone.
• RESPOND: Respond to the problem. “Here is what I can do…” or “What can I do to help?”
• THANK: Thank them. “Thank you for taking the time to speak with me about this. Is there anything else I can do for you?”

HEAT

• Hear them out. Let them vent. Allow them to “blow their stack” (clinical terms are venting, externalization). To do that, paraphrase as they share their story. “Let me see if I understand…” Sometimes
• this will lead to more comments, not less. That’s good. You want them
• to vent and get everything out – only then will they switch back to
• “reasonable” mode.
• Empathize genuinely with their situation. Once they are done, show genuine empathy. Instead of saying “I understand,” try using language that’s a little less used and worn. “No wonder you called,” “You’re right, this is a problem,” and “You have every right to be upset,” are examples we hear from experienced service professionals who know how to handle customers and put them at ease.
• Ask more detailed questions if necessary. Say, “I’m going to do everything I can to help. To do that I need just a few more details, is that okay?” If they say No or continue complaining, just go back to H and E. If they say Okay, proceed to ask whatever details you require.
• Take action, if action is required. Be careful not
• to overcommit! Sometimes a service professional is so relieved to get to
• this point with the customer they are tempted to promise whatever the
• customer wants. That could be a mistake – and lead to another Mount
• Irate climbing session tomorrow.

AIEDT = framework for staff to communicate with patients and their families as well as with each other.

• Acknowledge: Greet people with a smile and use their names if you know them. Attitude is everything. Create a lasting impression.
• "Good morning/afternoon, Ms. Jones. We've been expecting you and we're glad you are here."
• "Good morning/afternoon, Mr. Smith. Welcome to Sharp. We want to
• make your visit as convenient as possible. Would you please take a
• moment to confirm that we have your most current information?"
• Introduce: Introduce yourself to others politely. Tell them
• who you are and how you are going to help them. Escort people where they
• need to go rather than pointing or giving directions.
• "My name is Susan and I will be conducting your test today. I am a
• certified ultra sonographer and I do about six of these procedures a
• day. The doctors say that my skills are among the best. Do you have any
• questions for me?"
• "Mrs. Smith, you will be seeing Dr. Hoegrefe today. He is an
• excellent physician. He is very good at listening and answering patient
• questions. You are fortunate that he is your physician."
• "Mr. White, Dr. Williams would like you to have an X-ray in our
• radiology department. We have an excellent team of radiology technicians
• who use state-of-the-art equipment. I'm confident you will have a great
• experience."

AIEDT Continued

• Duration: Keep in touch to ease waiting times. Let others know
• if there is a delay and how long it will be. Make it better and apply
• service recovery methods when necessary.
• "Dr. Heart had to attend an emergency. He was concerned about you
• and wanted you to know that it may be 30 minutes before he can see you.
• Are you able to wait or would you like me to schedule an appointment for
• tomorrow?"
• Explanation: Advise others what you are doing, how procedures
• work and whom to contact if they need assistance. Communicate any steps
• they may need to take. Make words work. Talk, listen and learn. Make
• time to help. Ask, "Is there anything else I can do for you?"
• "The test takes about 30 minutes. The first step is drink this
• solution and the we'll have you wait 20 minutes before we take a blood
• sample. Would you like to read while you wait?"

AIEDT Continued

• Thank you Thank somebody. Foster an attitude of gratitude.
• Thank people for their patronage, help or assistance. Use reward and
• recognition tools.
• "Thank you for choosing Sharp. It has been a privilege to care for you."
• "Thank you for your call. Is there anything else I can do for you? I have the time."