Communication and Patient Hand-Off
in a Hospital Setting

Overview of Communication

Patient/Family Expectations
Staff Expectations
Relationship to Patient Safety

Accreditation and Licensure Requirements/Expectations

Patient Rights
National Safety Goals
Informed Consent
Patient as a Partner in Healthcare Decisions

How Many Ways Do We Communicate in a Hospital Setting?

Patient Databases
Medical Record/Forms
Patient Report/Patient Hand-off
Patient Rounds/Conferences
Telephone, FAX, Computers

The Environment in Which We Are Communicating

Hierarchical
Independence of Disciplines
Departmental
Uncontrolled Environment
Resource Limitations
What is Not Communicated

Teamwork and Effective Communication

Patient Centered Communication
Working Within the Hierarchy and Communication
Selection of Environmental Improvement Projects
Practitioner Responsibility for Communication
Support for Open, Effective Communication

Strategies to Improve Hand-Off Communications

Terminology and Language Used
Read-back Procedures
Standardization of Hand-off Processes
Use of Technology to Support Hand-off Communications
Were Anticipated Outcomes Met?
Tracer Methodology

Case Studies Related to Patient Hand-Off Communications

Related Issues

Policies Related to Communication and Documentation
Generational Perspectives/Cultural Perspectives