ADMIN/NON MEDICINE
CONFLICT/GRADED ASSERTIVENESS
PromptBarriers to effective communication
ResponseHierarchy
Vulnerability
Poor response to being challenged
Language barrier
Vulnerability
Poor response to being challenged
Language barrier
PromptGraded assertiveness tool
ResponsePACE
Probe – gain attention, raise concern “did you know…”
Allert – Repeat concern, speak louder “Could we reassess”
Challenge – Formally state concern, challenge “I am concerned this will harm the patient”
Emergency – “stop. For the safety of the patient…”
Probe – gain attention, raise concern “did you know…”
Allert – Repeat concern, speak louder “Could we reassess”
Challenge – Formally state concern, challenge “I am concerned this will harm the patient”
Emergency – “stop. For the safety of the patient…”
PromptPrinciples of harm minimisation
ResponseError is inevitable
Harm is not an inevitable consequence of error
Determine WHAT is wrong, not WHO is wrong
Person making error is person least likely to make error again, most likely to prevent others from making error
Harm is not an inevitable consequence of error
Determine WHAT is wrong, not WHO is wrong
Person making error is person least likely to make error again, most likely to prevent others from making error
PromptWhat is Human Factors
Responsethe study of how people interact with complex systems (two-way)
how problems with those interactions lead to errors and breakdowns in safety
Its big in aviation and retrieval medicine
how problems with those interactions lead to errors and breakdowns in safety
Its big in aviation and retrieval medicine