Tools to create a
High-Reliability Organization
Pay Attention to Detail
- Self check with STAR
- Peer check
Communicate Clearly
Apply a Questioning Attitude
Speak-Up For Safety
- Escalate using ARCC
- Event reporting systems
SKILLS
STAR
Stop. Think. Act. Review.
SBAR
Situation. Background. Assessment. Recommendation.
ARCC
Ask a Question. Request a Change. Voice a Concern. Chain of Command.
Peer Check
Look Out for Your Team Members.
Clarifying Questions
Asking clarifying questions can reduce the risk of making an error by 2 ½ times!
TONES
Make a Connection
Smile and greet others
Introduce yourself and explain what you are there to do
Listen to Understand Needs
Actively listen to the patient and family to understand
Communicate the positive intent of your actions
Honor Commitments
Give patient and family opportunity to ask questions
We Promise To…
Always keep our patients safe
Always treat our patients with dignity, respect and compassion
Always listen and respond to our patients and their families
Always keep our patients and families informed and involved
Always work together as a team to provide our patients outstanding healthcare