Communication in Health CareMayo Clinic Florida Experience

Galen Perdikis, MDAssociate Professor, Plastic SurgeryAssociate Dean Mayo School of Health Sciences

UNF Collaborative, May 2013

The Harsh Reality

The Past

• 9 year experience• 3 modules– Basic Communication

• PEARLs, Patient Centered Care, Listening

– Diversity– Team Work is REAL

• SBAR• Stop the Line

• Different approaches to the ‘roll out’

Teamwork

Reflective

Listening

PEARLS

PositiveAsserti

on

Relationship BuildingWork in partnership with all colleagues for the genuine

concern and well being of our patients

and othersEffective

Communication

Listen for understandingto the diverse opinions

of others

Assertion

Empowered to voicemy opinion and trust that

it will be heard

Leading withMutual Respect

Treat one another with respect and courtesyAcknowledge and value the contributions

of others

Tools

SBAR

The Present

• All new staff physicians & residents• Module 1 and module 2

• All new allied health staff• New employee orientation

• CTS: Commitment to Safety (Team work)

• Coaching

The Future

• CTS: Commitment to Safety– Team based training

• Cultural • Team Behaviors• Learning Process

• Coaching• Simulation and/or real time, individual or division

• New curriculum & faculty development

Surgical Perspective

• 3 modules – completed• CTS – Team work behaviors– Checklists– Pre-briefs and Debriefs (Huddles)– Time outs

• NSQIP – National Surgical Quality Improvement Program

• FSCI – Florida Surgical Care Initiative

Challenges

• Changes in leadership• Changes in faculty• Other institutional priorities• New data (Avatar)• Time and Money!

Strengths

• Institutional strength• Simulation center• Key driver: Terri Veneziale• Resilient CIH faculty• Time & Money!

Are we getting there?

Teamwork between MDs, nurses and Staff

Are we getting there?

Overall Level of Safety

Are we getting there?

Are we getting there?