Escolar Documentos
Profissional Documentos
Cultura Documentos
Provider Kesehatan
08/04/16
ISBAR
Introduction
State your name and unit
I am calling about
(patient name)
Situation
Patient age
Gender
Pre-op diagnosis
Procedure
Mental status
pre-procedure
Patient
stable/unstable
Background
Allergies
Sensory Impairment
Family location
Religion/culture
Interpreter required
Valuables deposition
5
Background Dirawat
Keluhan Utama
Diagnosis dg data
penunjang
Skin integrity
Musculoskeletal restrictions
Tubes/drains/catheters
6
Assessment
Vitals
Isolation required
Skin
Risk factors
Issues I am concerned
about
7
Recommendation/Request
Specific care
required
immediately or soon
Priority areas
Pain control
IV pump
Family
communication
CONTOH SBAR
S: SAMPAIKAN SITUASI SAAT INI
ATAU ALASAN LAPORAN
B: LATAR BELAKANG DIRAWAT
A: ASSESSMEN YG SUDAH
DILAKUKAN
R: REKOMENDASI SAUDARA UNTUK
DOKTER
08/04/16
HAND OVER
DOKTER SPESIALIS - DOKTER
UMUM
PERAWAT PERAWAT
PERAWAT
DLL
08/04/16
10
HAND OVER
KOMUNIKASI TENAGA
KESEHATAN DENGAN
KONSUMEN
08/04/16
12
POLA KOMUNIKASI
ORIENTASI
KERJA
TERMINASI
08/04/16
13
Complaints
&
Compliments
08/04/16
Response Strategy
For both Complaints & Compliments
Prompt
Speed of response is correlated to satisfaction
Authoritative
Dont equivocate tell the consumer what will be done
Follow
up
Measurement
Measure effectiveness afterward
15
Response Strategy:
Prompt
Speed of the response is related to
satisfaction with outcome
Complaint
I am sorry that
Compliment
Thank you
16
Response Strategy:
Authoritative
Do tell the person what will be done, when
& ask permission
Complaint
I will do
[] right
way, alright?
Compliment
I would like to
share this with [
], OK?
17
Response Strategy
Follow
up
Measurement
Measure effectiveness by asking
Add this to surveys?
18
Type of Response
Task Specific Errors e.g., lost or
damaged articles, wrong meals, wrong
Rx, wrong Tx
Recovery
Apologize
Compensate
Demonstrate
19
Type of Response
Process Specific Errors rude
behavior or brusque behavior (actual
or perceived), schedule delays,
missed appointments
Recovery
Apologize
Explain
Demonstrate
20
The Barriers
Personal Defensiveness
Professional Pride
Culture
Loss of Wisdom
Task focus vs. person focus
21
SELAMAT
MENCOBA
08/04/16
22
23