November safety behavior: Communicate clearly
We use triple repeat-backs and read-backs to ensure that we are communicating clearly.
In healthcare, we act on information that others give us, and our co-workers act on information that we give them. When we communicate poorly, inaccurate and incomplete information can lead us to make errors in decision-making.
November’s safety behavior and tool is “Communicate clearly using triple repeat-backs and read-backs.”
“We use repeat-backs to ensure that we have heard correctly and understand exactly what was said,” said Becky Pomrenke, MSN, RN, patient safety manager for USA Health. “A safety and reliability phrase to remember is, ‘Let me repeat that back to you.’”
Triple repeat-backs work like this:
- First, the sender initiates communication using the receiver’s name. The sender provides an order, request, or information to the receiver in a clear and concise format.
- Second, the receiver acknowledges receipt with a repeat-back of the order, request, or information.
- Third, the sender acknowledges the accuracy of the repeat-back by saying, “That’s correct!” If it is not correct, the sender then repeats the communication.
A triple read-back is the same as a triple repeat-back, except that the receiver writes down the information and reads it back. “Always write down and read back orders given over the phone, critical information such as critical labs, information to be added to a patient’s record and any communication that needs to be relayed to someone else,” Pomrenke said.
As part of our Safety Starts with Me initiative, USA Health emphasizes a safety behavior and tool of the month to be discussed and practiced at huddles and in departments across the health system.
