Communication guidance about different touchpoints of patient care

Arrives


Arrives

Arrives

Communicating effectively when a patient is admitted to hospital is essential to ensure that all the relevant information is obtained to undertake appropriate clinical assessments and risk screening, make accurate diagnoses and establish the patient’s goals of care. Effective communication can prevent adverse events and positively influence patient satisfaction and health outcomes.

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Receives care

Receives care

Receives care

Effective communication is crucial in planning and providing care that is aligned with the patient’s goals of care and health care needs, considers the effect of the patient’s health issues on their life and wellbeing, and is clinically appropriate. When clinicians work in partnership with patients and communicate well with other members of the healthcare team, individualised comprehensive care can be delivered that includes strategies to prevent and manage the risks of harm.

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Transferred

Transferred

Transferred

Situations when all or part of a patient’s care is transferred between healthcare providers or locations are high risk, and there is an increased risk of communication errors . Structured and standardised communication processes can reduce communication errors and improve patient safety.

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Critical information

Critical information

Critical information

Critical information is information that has a considerable impact on a patient’s health, wellbeing or ongoing care (physical or psychological). Emerging or new critical information can occur outside formal clinical handover, and for timely action to occur, information must be communicated to the right person (that is, a clinician who can make decisions about care) and documented to ensure patient safety.

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Deterioration

Deterioration

Deterioration

Communication is fundamental to the prompt identification, escalation and management of acute deterioration. Effective teamwork and communication, including documentation, of diagnosis and plans for monitoring of observations and ongoing management is crucial to providing safe, high-quality care to the deteriorating patient.

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Leaves

Leaves

Leaves

Effective communication at discharge can reduce the risks associated with medication management, ongoing care and readmission. Enhancing a patient’s knowledge of their condition and treatment can help to ensure a safe transition at the end of a hospital stay.

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In the community

In the community

In the community

Follow-up communication involves taking further action after a patient has undergone hospitalisation or treatment. This can be making contact with a patient, or their support person, or healthcare providers in the community. Follow-up communication promotes continuity of care, reduces the risks to patient safety and can positively influence a patient’s healthcare experience.

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This portal supports the communication components of the National Safety and Quality Health Service Standards.

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Framework for Communicating for Safety

The Commission has developed a framework that looks at communication across the patient's journey and the actions in the NSQHS Standards that support effective communication and safe patient care.

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