Jaime Beer 3
Enhancing Communication: The Power of Closed-Loop Communication in Health Care
and speaking up. Active listening, thoughtful processing of information, and creating a culture of safety that encourages open communication and the sharing of concerns are critical elements for success. In conclusion, healthcare communication competency, along with effective teamwork and the utilization of communication tools, such as SBAR, are key factors in delivering safe and reliable patient care while avoiding poor patient outcomes. By continuously improving communication skills and fostering a culture of safety, healthcare providers can enhance patient safety, improve clinical outcomes, and provide high-quality, patient-centered care.
Christian Garcia
Learning Objectives 1. Understand the concept of closed-loop communication and its significance in various industries, particularly in healthcare settings. 2. Identify the potential problems and consequences of open-loop communication in critical fields such as aviation and healthcare. 3. Explore the application of closed-loop communication in medicine, including its role in improving patient safety, reducing errors, and enhancing collaboration among healthcare teams.
“The single biggest problem in communication is the illusion that it has taken place.” -George Bernard Shaw
Introduction In our daily lives, we often encounter situations where uncertainty lingers after a communication exchange. “Did they receive my email?”, “Did they understand what I just asked?”, “I wonder if they heard me?” Most of this uncertainty can be resolved simply by “closing the loop” in the communication exchange. In its simplest form, closed-loop communication is a system of communication feedback which involves a sender delivering information, a receiver acknowledging and repeating the message, and the sender verifying receipt and accuracy. This chapter explores the importance and application of closed-loop communication in various industries, with a particular focus on its significance in health care settings. Identifying Problems in Open-Loop Communication Open-loop communication, where messages are delivered without any confirmation or feedback, can lead to several potential communication errors. The sender may deliver an incorrect or irrelevant message, or the receiver may fail to receive or understand the message. Furthermore,
even if the receiver comprehends the message, without the opportunity for further clarification there is a risk that the receiver may engage in subsequent actions that were unintended by the sender. In critical fields such as aviation and health care, these miscommunications can have devastating consequences. History of Closed-Loop Communication The need for closed-loop communication was recognized historically in radio communications, leading to the early development of standardized terminology. The Federal Aviation Administration (FAA) established a Flight/Controller Glossary to define these terms. This glossary includes terms such as “ROGER” (I have received all of your last transmission), “WILCO” (an abbreviation for “Will Comply”) and “READ BACK” (repeat my message back to me). Note that “ROGER” does not mean “yes” but is merely an acknowledgment of receipt, and “AFFIRMATIVE” (yes) or “NEGATIVE” (no) should be used to answer yes-or-no questions. Following tragic incidents such as the O’Hare airport collision in 1972 and other aircraft disasters that occurred due to
Suggested Reading 1 Borhani-Haghighi, A. (2022).
How can clinical communication skills improve patient-physician relationship building? Galen Med J, 11, e2480. 2 Kurtz, S., Silverman, J., Benson, J., & Draper, J. (2003). Marrying content and process in clinical method teaching: Enhancing the Calgary- Cambridge guides. Academic Medicine, 78(8), 802-809. 3 Leonard, M., Graham, S., & Bonacum, D. (2004). The human factor: The critical importance of effective teamwork and communication in providing safe care. Quality & Safety in Health Care, 13(1), 85-90. 4 Twedell, D., & Pfrimmer, D. (2009). Teamwork and communication. The Journal of Continuing Education in Nursing, 40(7), 294-295. 5 Warnecke, E. (2014). The art of communication. Australian Family Physician, 43(3), 156-158.
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WHAT DID YOU SAY?
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