The Communication domain describes how nurses communicate with patients and families, within and between disciplines and departments, and with local, national, and international colleagues. Nurses use effective communication as an exchange of thoughts, messages, and information, including “in-the-moment” and planned communications, and up and down the organizational hierarchy. Structures and processes that support the Communication domain include:
- Huddles/safety calls at the unit, department and organizational levels
- Multidisciplinary Rounds
- KIDS CARE (our customer service standard: Knock, Introduce yourself and determine who is at the bedside, Discuss plan of care and incorporate patient and family input, Scrub your hands, hand hygiene is essential to preventing hospital acquired infection, Check patient’s ID band, teach patient and family why this is important, Assess patient’s pain level using appropriate pain scales; partner with the patient and family to assess the current pain plan, Return in a timely manner, reinforce your availability to the patient and family, Explain what you are doing and ensure patient/family understanding.
- Multimedia communication, such as staff meetings, newsletters, screen savers, the Nursing Scorecard, online/webcast meetings with CHOP leaders.
- Integrated electronic medical records (EPIC)
- The Shared Governance Councils
- Safety Behaviors for Error Prevention, particularly the ISBARQ (Identification, Situation, Background, Assessment, Recommendation, Questions) format and ARCC (Ask a question, make a request, express a concern, use the chain of command)
- Proactive Communication
- The NDNQI RN Survey with Practice Environment Scales
- The Nursing Annual Report
- CNO staff meetings and rounds
- Town Halls with CNO and Nursing Leadership