February 2004
Volume 28 • No. 2

SHC's triennial licensure site visit has been scheduled for April 13 -16. All physicians and other hospital personnel are expected to answer key questions about health care delivery and safety. The inspection team will likely be interacting with staff members within the hospital. Here is one tool, the 4 Cs of Communication, that is not only useful for responding to accreditation questions, but may also provide insight and perspective about physician interaction in the healthcare setting:

The 4 Cs of Communication are the
Corner Stones of Patient Safety

CLEAR - Clear communication is a responsibility. If you are not being clear in verbal or written communication you are failing in your responsibility to patients and other members of the health care team.

CONCISE - Senders of communication continue to talk when the receiver's attention has been distracted (i.e. noise, patient call light, other people, and clinical alarms). Be cognizant of non-verbal behavior.

CORRECT - Receivers can fail to interpret correct information by jumping to conclusions, hearing the wrong message, not asking questions when a point is not understood and failing to act on the message. Acknowledge the receiver understands whenever possible.

COMPLETE - Communication failures contributed to 16 percent of operating room events as shown in safety research - almost 90 percent occurring in the last 2-4 hours of the case.

BE AN EXCELLENT COMMUNICATOR.

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