Safety and quality in clinical communication

Textbook (chapter)


Ralph, Nicholas and Moloney, Clint. 2015. "Safety and quality in clinical communication." Birks, Melanie, Davis, Jenny and Chapman, Ysanne B. (ed.) Professional and therapeutic communication. South Melbourne, Australia. Oxford University Press. pp. 173-194
Chapter Title

Safety and quality in clinical communication

Book Chapter CategoryTextbook (chapter)
ERA Publisher ID2850
Book TitleProfessional and therapeutic communication
AuthorsRalph, Nicholas (Author) and Moloney, Clint (Author)
EditorsBirks, Melanie, Davis, Jenny and Chapman, Ysanne B.
Page Range173-194
Chapter Number8
Number of Pages22
Year2015
PublisherOxford University Press
Place of PublicationSouth Melbourne, Australia
ISBN9780195591064
Web Address (URL)http://www.oup.com.au/titles/higher_ed/health_sciences/9780195591064
Abstract

[Introduction]
Safety and quality should define the characteristics and impact of communication in the healthcare environment. Although safety and quality may be seen as interchangeable terms, there is broad evidence in the literature of a general intent to improve communication in modern healthcare to a level of quality beyond a minimum standard of safety (Beckett & Kipnis 2009; Hohenhaus et al. 2006). The notion of quality in communication stems from proactive approaches to recognised or perceived risks, rather than reactions to failures. While safety is the primary objective, the inherent risk attached to human-oriented systems usually results in the introduction of fail-safe mechanisms. These fail-safe mechanisms elevate the quality of systems to a level in which the risks and impacts of failure are actively or passively mitigated or prevented.

Beyond healthcare, many other sectors have worked to embed safety and quality in ways that improve the quality of communication, and further reduce the presence of risks and the occurrence of failures. Aviation is one industry that has established exacting standards of quality in communication, introducing, sterile cockpit situations to ensure that only relevant communication occurred during critical periods of flying (Pape 2003). Similarly in healthcare, the introduction of standardised models of communication (communication mnemonics, surgical checklists) has worked to reduce human error and improve the flow of information to enhance patient outcomes (Beckett & Kipnis 2009).

Structured models of communication can still be implemented in ways that reflect a caring and compassionate quality, while still ensuring patient safety. In this chapter, we explore the notion of safety as the principle focus and purpose of clinical community. We define the concept of quality in communication, address the need to ensure a humanistic approach to communication is used, and detail recognised strategies in communication that enhance the quality of processes and outcomes in the healthcare environment.

Keywordssafety; quality; communication; healthcare
ANZSRC Field of Research 2020420599. Nursing not elsewhere classified
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Byline AffiliationsSchool of Nursing and Midwifery
Institution of OriginUniversity of Southern Queensland
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Munt, Natasha, Ralph, Nicholas and Moloney, Clint. 2017. "Non-pharmacological interventions for the prevention and management of violence in hospitalised patients: a systematic review and meta-analysis." PROSPERO: International Prospective Register of Systematic Reviews. 10 May 2017.
Engaging with research and evidence is a nursing priority
Ralph, Nicholas. 2017. "Engaging with research and evidence is a nursing priority." Journal of Perioperative Nursing. 30 (3), pp. 3-5.
Postoperative oxygen supplementation: can it prevent surgical site infections?
Ralph, Nicholas and Eager, Amanda. 2017. "Postoperative oxygen supplementation: can it prevent surgical site infections?" Journal of Perioperative Nursing. 30 (4), pp. 3-4.
Enhanced Recovery After Surgery (ERAS) protocols – an opportunity for improved care and enhanced scope of practice?
Ralph, Nicholas and Duff, Jed. 2017. "Enhanced Recovery After Surgery (ERAS) protocols – an opportunity for improved care and enhanced scope of practice?" Journal of Perioperative Nursing. 30 (2), pp. 3-4.
From the editor
Ralph, Nicholas. 2017. "From the editor." Journal of Perioperative Nursing. 30 (1), pp. 3-3.
Characteristics and processes of clinical reasoning in nurses and factors related to its use: a scoping review protocol
Griffits, Susan, Hines, Sonia, Moloney, Clint and Ralph, Nicholas. 2017. "Characteristics and processes of clinical reasoning in nurses and factors related to its use: a scoping review protocol." JBI Database of Systematic Reviews and Implementation Reports. 15 (12), pp. 2832-2836. https://doi.org/10.11124/JBISRIR-2016-003273
Flooded with evidence: using a 'spillway' model to improve research implementation in nursing practice
Moloney, Clint, Ralph, Nicholas and Taylor, Melissa. 2016. "Flooded with evidence: using a 'spillway' model to improve research implementation in nursing practice." Australian Journal of Advanced Nursing. 34 (1), pp. 23-31.
Current opinion about surgery-related fear and anxiety
Ralph, Nicholas and Norris, Philip. 2018. "Current opinion about surgery-related fear and anxiety." Journal of Perioperative Nursing. 31 (4), pp. 3-6. https://doi.org/10.26550/2209-1092.1046
Oxygen supplementation for preventing adverse outcomes following surgery or invasive procedures
Eager, Amanda, Ralph, Nicholas, Duff, Jed, Conway, Aaron and Mills, Dean. 2017. "Oxygen supplementation for preventing adverse outcomes following surgery or invasive procedures." PROSPERO: International Prospective Register of Systematic Reviews. 16 June 2017.
The accreditation of nursing education in Australia
Ralph, Nicholas, Birks, Melanie and Chapman, Ysanne. 2015. "The accreditation of nursing education in Australia." Collegian: The Australian Journal of Nursing Practice, Scholarship and Research. 22 (1), pp. 3-7. https://doi.org/10.1016/j.colegn.2013.10.002
Surgical risks for patients with metabolic syndrome: a systematic review and meta-analysis
Norris, Philip, Ralph, Nicholas and Moloney, Clint. 2016. "Surgical risks for patients with metabolic syndrome: a systematic review and meta-analysis." PROSPERO: International Prospective Register of Systematic Reviews. 9 Nov 2016.
ACCERT: aged care community education research training
Moloney, Clint W. and Taylor, Melissa. 2013. "ACCERT: aged care community education research training." Joanna Briggs Institute International Convention (JBI 2013): The 2013 Campaign for Getting Evidence into Policy. Adelaide, Australia 21 - 23 Oct 2013 Melbourne, Australia. https://doi.org/10.1111/1744-1609.12034
Foundational bioscience content in exercise and sports science: update
Crowther, Robert and Ralph, Nicholas. 2016. "Foundational bioscience content in exercise and sports science: update." Research to Practice 2016. Melbourne, Australia 14 - 16 Apr 2016 Australia.
How should science be taught to nurses? Preferences of registered nurses and science teaching academics
Ralph, Nicholas, Birks, Melanie, Cant, Robyn, Chun Tie, Ylona and Hillman, Elspeth. 2017. "How should science be taught to nurses? Preferences of registered nurses and science teaching academics." Collegian: The Australian Journal of Nursing Practice, Scholarship and Research. 24 (6), pp. 585-591. https://doi.org/10.1016/j.colegn.2017.01.004
Reflections on power, conflict and resolution for the perioperative environment
Ralph, Nicholas, Welch, Anthony J., Norris, Philip and Irwin, Rachel. 2013. "Reflections on power, conflict and resolution for the perioperative environment." ACORN: the journal of perioperative nursing in Australia. 26 (1), pp. 19-22.
From EN to BN to RN: an exploration and analysis of the literature
Ralph, Nicholas, Birks, Melanie, Chapman, Ysanne, Muldoon, Nona and McPherson, Carol. 2013. "From EN to BN to RN: an exploration and analysis of the literature." Contemporary Nurse. 43 (2), pp. 225-236. https://doi.org/10.5172/conu.2013.43.2.225
Online intravenous pump emulator: as effective as face-to-face simulation for training nursing students
Terry, Victoria R., Moloney, Clint, Bowtell, Leslie and Terry, Peter C.. 2016. "Online intravenous pump emulator: as effective as face-to-face simulation for training nursing students." Nurse Education Today. 40, pp. 198-203. https://doi.org/10.1016/j.nedt.2016.03.004
Using OSCAs to assess graduate perioperative nurses: an exploration and analysis of the literature
Ralph, Nicholas and Norris, Philip. 2012. "Using OSCAs to assess graduate perioperative nurses: an exploration and analysis of the literature." ACORN: the journal of perioperative nursing in Australia. 25 (4), pp. 14-16.
Mobile learning initiatives in nursing education
Rees, Sharon, Moloney, Clint and Farley, Helen. 2015. "Mobile learning initiatives in nursing education." Zhang, Yu (Aimee) (ed.) Handbook of mobile teaching and learning. Berlin, Germany. Springer. pp. 275-289
An evidence-based approach to the prevention and initial management of skin tears within the aged community setting: a best practice implementation project
Beechey, Rebekah, Priest, Laura, Peters, Micah and Moloney, Clint. 2015. "An evidence-based approach to the prevention and initial management of skin tears within the aged community setting: a best practice implementation project." JBI Database of Systematic Reviews and Implementation Reports. 13 (5), pp. 421-443. https://doi.org/10.11124/jbisrir-2015-2073
Nursing's mandate to redefine the sentinel event
Darbyshire, Philip, Ralph, Nicholas and Caudle, Heather. 2015. "Nursing's mandate to redefine the sentinel event." Journal of Clinical Nursing. 24 (11-12), pp. 1445-1446. https://doi.org/10.1111/jocn.12840
Digital skills in healthcare practice
Moloney, Clint and Farley, Helen. 2015. "Digital skills in healthcare practice." Lawrence, Jill, Perrin, Cheryl and Kiernan, Eleanor (ed.) Building professional nursing communication. Port Melbourne, Australia. Cambridge University Press. pp. 155-181
Contributing to evidence-based healthcare cultures through lifelong learning
Beccaria, Lisa, Moloney, Clint and Lockwood, Craig. 2015. "Contributing to evidence-based healthcare cultures through lifelong learning." Lawrence, Jill, Perrin, Cheryl and Kiernan, Eleanor (ed.) Building professional nursing communication. Port Melbourne, Australia. Cambridge University Press. pp. 205-240
The methodological dynamism of grounded theory
Ralph, Nicholas, Birks, Mleanie and Chapman, Ysanne. 2015. "The methodological dynamism of grounded theory." International Journal of Qualitative Methods. 14 (4), pp. 1-6. https://doi.org/10.1177/1609406915611576
Teaching science content in nursing programs in Australia: a cross-sectional survey of academics
Birks, Melanie, Ralph, Nicholas, Cant, Robyn, Hillman, Elspeth and Chun Tie, Ylona. 2015. "Teaching science content in nursing programs in Australia: a cross-sectional survey of academics." BMC Nursing. 14 (24). https://doi.org/10.1186/s12912-015-0074-x
'Settling for less': designing undergraduate nursing curricula in the context of national accreditation
Ralph, Nicholas, Birks, Melanie, Cross, Wendy and Chapman, Ysanne. 2017. "'Settling for less': designing undergraduate nursing curricula in the context of national accreditation." Collegian: The Australian Journal of Nursing Practice, Scholarship and Research. 24 (2), pp. 117-124. https://doi.org/10.1016/j.colegn.2015.09.008
Professional experience hours as a predictor of student nurse preparedness for qualified practice
Karstadt, Lyn, Rogers, Cath, Ralph, Nicholas and Lawson, Louise. 2015. "Professional experience hours as a predictor of student nurse preparedness for qualified practice." 26th International Networking for Healthcare Education Conference (NET2015). Cambridge, United Kingdom 08 - 10 Sep 2015 United Kingdom.
Working with electronic communication
Ralph, Nicholas. 2015. "Working with electronic communication." Birks, Melanie, Davis, Jenny and Chapman, Ysanne B. (ed.) Professional and therapeutic communication. South Melbourne, Australia. Oxford University Press. pp. 302-319
Communication in context: developing a professional identity
Ralph, Nicholas. 2015. "Communication in context: developing a professional identity." Lawrence, Jill, Perrin, Cheryl and Kiernan, Eleanor (ed.) Building professional nursing communication. Port Melbourne, Australia. Cambridge University Press. pp. 1-19
Sociological developments in the history of health and illness
Ralph, Nicholas. 2015. "Sociological developments in the history of health and illness." Jaworski, Jared A. (ed.) Advances in sociology research, Vol. 16. New York, NY. United States. Nova Science Publishers. pp. 125-135
Assessing the risk of falls among community dwelling older adults: a best practice implementation project
Lonergan, Holly and Moloney, Clint. 2014. "Assessing the risk of falls among community dwelling older adults: a best practice implementation project." JBI Database of Systematic Reviews and Implementation Reports. 12 (8), pp. 364-393. https://doi.org/10.11124/jbisrir-2014-1456
Assessment and non-pharmacological management among adults with a dementia diagnosis in a residential care setting: a best practice implementation project
Hynes, Antonia, Beirne, Sue, Taylor, Melissa and Moloney, Clint. 2014. "Assessment and non-pharmacological management among adults with a dementia diagnosis in a residential care setting: a best practice implementation project." JBI Database of Systematic Reviews and Implementation Reports. 12 (9), pp. 489-501. https://doi.org/10.11124/jbisrir-2014-1686
Contextual positioning: using documents as extant data in grounded theory research
Ralph, Nicholas, Birks, Melanie and Chapman, Ysanne. 2014. "Contextual positioning: using documents as extant data in grounded theory research." Sage Open. 4 (3), pp. 1-7. https://doi.org/10.1177/2158244014552425
Future proofing nursing education: an Australian perspective
Ralph, Nicholas, Birks, Melanie, Chapman, Ysanne and Francis, Karen. 2014. "Future proofing nursing education: an Australian perspective." Sage Open. 4 (4), pp. 1-11. https://doi.org/10.1177/2158244014556633
Assisting the transition: establishment of a first year experience coordinator role for nursing students
Birks, Melanie, Chapman, Ysanne and Ralph, Nicholas. 2015. "Assisting the transition: establishment of a first year experience coordinator role for nursing students." Emerson, Tod S. (ed.) New developments in nursing education research. New York, NY. United States. Nova Science Publishers. pp. 77-89
Malnutrition screening among elderly people in a community setting: a best practice implementation project
Craven, Dana, Munn, Zachary, Moloney, Clint and Taylor, Melissa. 2014. "Malnutrition screening among elderly people in a community setting: a best practice implementation project." JBI Database of Systematic Reviews and Implementation Reports. 12 (3), pp. 1-18. https://doi.org/10.11124/jbisrir-2014-1454
Comment on: Thompson D.R. & Darbyshire P. (2013) Is academic nursing being sabotaged by its own killer elite?
Ralph, Nicholas. 2013. "Comment on: Thompson D.R. & Darbyshire P. (2013) Is academic nursing being sabotaged by its own killer elite?" Journal of Advanced Nursing. 69 (5), pp. 1212-1213. https://doi.org/10.1111/jan.12104
Undergraduate nursing studies: the first-year experience
Birks, Melanie, Chapman, Ysanne, Ralph, Nicholas, McPherson, Carol, Eliot, Matt and Coyle, Meaghan. 2013. "Undergraduate nursing studies: the first-year experience." Journal of Institutional Research. 18 (1), pp. 26-35.
Behavioural intention and user acceptance of research evidence for Queensland nurses: provision of solutions from the clinician
Moloney, Clint Wayne. 2013. "Behavioural intention and user acceptance of research evidence for Queensland nurses: provision of solutions from the clinician." Nurse Education in Practice. 13 (4), pp. 310-316. https://doi.org/10.1016/j.nepr.2013.03.017
Enhancing nursing education with remote access laboratories
Bowtell, Les, Moloney, Clint, Kist, Alexander A., Parker, Victoria, Maxwell, Andrew and Reedy, Natasha. 2012. "Enhancing nursing education with remote access laboratories." International Journal of Online Engineering. 8 (Special Issue), pp. 52-59. https://doi.org/10.3991/ijoe.v8iS4.2279
The McDonaldization of nursing education in Australia: a grounded theory study on designing undergraduate nursing curricula in the context of national accreditation
Ralph, Nicholas. 2013. The McDonaldization of nursing education in Australia: a grounded theory study on designing undergraduate nursing curricula in the context of national accreditation. PhD Thesis Doctor of Philosophy. Monash University.
Using remote access laboratories in nursing education
Bowtell, Les, Moloney, Clint, Kist, Alexander A., Parker, Victoria, Maxwell, Andrew and Reedy, Natasha. 2012. "Using remote access laboratories in nursing education." 9th International Conference on Remote Engineering and Virtual Instrumentation (REV 2012). Bilbao, Spain 04 - 06 Jun 2012 Piscataway, NJ. United States. https://doi.org/10.1109/REV.2012.6293148
Behavioural intention and user acceptance of research evidence for Queensland nurses: provision of solutions from the clinician
Moloney, Clint. 2011. Behavioural intention and user acceptance of research evidence for Queensland nurses: provision of solutions from the clinician. PhD Thesis Doctor of Philosophy. University of Southern Queensland.
A qualitative evaluation of the effectiveness of videoconferencing to support the training of orthopaedic registrars
Scott, Annette, Gururajan, Raj, Moloney, Clint and Gururajan, Vijaya. 2006. "A qualitative evaluation of the effectiveness of videoconferencing to support the training of orthopaedic registrars." Journal of Telemedicine and Telecare. 12 (3 (Supplement)), pp. 69-70. https://doi.org/10.1258/135763306779379969
The role of wireless technology in addressing sleeping disorders in aged care
Moloney, Clint. 2010. "The role of wireless technology in addressing sleeping disorders in aged care." Pease, Wayne, Cooper, Malcolm and Gururajan, Raj (ed.) Biomedical knowledge management: infrastructures and processes for e-health systems. Hershey, PA. United States. IGI Global. pp. 279-288
Perceived facilitators and inhibitors for the use of personal digital assistants (PDAs) by nurses: a systematic review
Moloney, Clint and Beccaria, Lisa Mara. 2009. "Perceived facilitators and inhibitors for the use of personal digital assistants (PDAs) by nurses: a systematic review." JBI Library of Systematic Reviews. 7 (33), pp. 1430-1491. https://doi.org/10.11124/01938924-200907330-00001
A systematic review of psychometric evidence and expert opinion regarding the assessment of faecal incontinence in older community-dwelling adults
Fallon, Anthony Bruce, Westaway, Julie and Moloney, Clint. 2008. "A systematic review of psychometric evidence and expert opinion regarding the assessment of faecal incontinence in older community-dwelling adults." International Journal of Evidence-Based Healthcare. 6 (2), pp. 225-259.
A discussion on the legal barriers in addressing sleeping disorders in aged care using wireless technology
Moloney, Clint and Gururajan, Raj. 2004. "A discussion on the legal barriers in addressing sleeping disorders in aged care using wireless technology." Conrick, Moya and Soar, Jeffrey (ed.) 1st Australian Aged and Community Care Informatics Conference (ACCIC'04). Brisbane, Australia 24 - 25 Aug 2004 Brunswick East, Australia.
Implementation of oral health recommendations into two residential aged care facilities in a regional Australian city
Fallon, Tony, Buikstra, Elizabeth, Cameron, Michelle, Hegney, Desley, Mackenzie, Debra, March, Judith, Moloney, Clint and Pitt, Jacinta. 2006. "Implementation of oral health recommendations into two residential aged care facilities in a regional Australian city." International Journal of Evidence-Based Healthcare. 4 (3), pp. 162-179. https://doi.org/10.1111/j.1479-6988.2006.00040.x
To what extent will the annual number of episodes of acute confusion within a medical unit be reduced following the introduction of high risk indicators and early intervention strategies
Moloney, Clint. 2005. To what extent will the annual number of episodes of acute confusion within a medical unit be reduced following the introduction of high risk indicators and early intervention strategies. Masters Thesis Master of Health Science. University of Southern Queensland.
Challenges for implementing wireless hand-held technology in health care: views from selected Queensland nurses
Gururajan, Raj, Moloney, Clint and Soar, Jeffrey. 2005. "Challenges for implementing wireless hand-held technology in health care: views from selected Queensland nurses." Journal of Telemedicine and Telecare. 11 (2 (Supplement)), pp. 37-38. https://doi.org/10.1258/135763305775124849
Out patient orthopaedic consultations via telehealth: a qualitative study
Gururajan, Raj, Gururajan, Vijaya, Moloney, Clint and Scott, Annette. 2005. "Out patient orthopaedic consultations via telehealth: a qualitative study." Beekhuyzen, Jenine, Von Hellens, Lisa, Guest, Karen, Morley, Morley and Collier, Toni (ed.) 2005 QualIT Challenges for Qualitative Research. Brisbane, Australia 23 - 25 Nov 2005 Brisbane, Australia.
Facilitators and inhibitors for wireless handheld technology: views from Queensland nurses
Gururajan, Raj and Moloney, Clint. 2005. "Facilitators and inhibitors for wireless handheld technology: views from Queensland nurses." Beekhuyzen, Jenine, Von Hellens, Lisa, Guest, Karen, Morley, Morley and Collier, Toni (ed.) 2005 QualIT Challenges for Qualitative Research. Brisbane, Australia 23 - 25 Nov 2005 Brisbane, Australia.
Adoption of wireless handheld technology: a case of Queensland healthcare
Gururajan, Raj, Hafeez-Baig, Abdul and Moloney, Clint. 2005. "Adoption of wireless handheld technology: a case of Queensland healthcare." Yeung, Jeff (ed.) 5th International Conference on Electronic Business: Enhancing Logistics & Supply Chain Competence Through E-Business (ICEB 2005). Hong Kong, China 05 - 09 Dec 2005 Hong Kong, China.
Drivers for wireless handheld technology: views from Queensland nurses
Gururajan, Raj, Moloney, Clint and Kerr, Don. 2005. "Drivers for wireless handheld technology: views from Queensland nurses." Shehadie, Elias (ed.) Australasian Business and Behavioural Sciences Association Conference 2005 (ABBSA 2005). Cairns, Australia 05 - 07 Aug 2005 Australia.
An investigation into the factors of adoption of wireless applications for data management by nurses
Gururajan, Raj, Kerr, Don, Moloney, Clint and Houghton, Luke. 2005. "An investigation into the factors of adoption of wireless applications for data management by nurses." Eldon, Li (ed.) APDSI 2005. Taipei, Taiwan 28 Jun - 02 Jul 2005 Taipei, Taiwan.