1. Communication in Health Care Mayo Clinic Florida Experience Galen Perdikis, MD Associate Professor, Plastic Surgery Associate Dean Mayo School of Health Sciences UNF Collaborative, May 2013

2. The Harsh Reality

3. The Past 9 year experience 3 modules – Basic Communication PEARLs, Patient Centered Care, Listening – Diversity – Team Work is REAL SBAR Stop the Line Different approaches to the roll out

4. Teamwork Reflective Listening PEARLS Positive Assertion R elationship Building Work in partnership with all colleagues for the genuine concern and well being of our patients and others E ffective Communication Listen for understanding to the diverse opinions of others A ssertion Empowered to voice my opinion and trust that it will be heard L eading with Mutual Respect Treat one another with respect and courtesy Acknowledge and value the contributions of others Tools SBAR

5. The Present All new staff physicians & residents Module 1 and module 2 All new allied health staff New employee orientation CTS: Commitment to Safety (Team work) Coaching

6. The Future CTS: Commitment to Safety – Team based training Cultural Team Behaviors Learning Process Coaching Simulation and/or real time, individual or division New curriculum & faculty development

7. Surgical Perspective 3 modules – completed CTS – Team work behaviors – Checklists – Pre-briefs and Debriefs (Huddles) – Time outs NSQIP – National Surgical Quality Improvement Program FSCI – Florida Surgical Care Initiative

8. Challenges Changes in leadership Changes in faculty Other institutional priorities New data (Avatar) Time and Money!

9. Strengths Institutional strength Simulation center Key driver: Terri Veneziale Resilient CIH faculty Time & Money!

10. Are we getting there? Teamwork between MDs, nurses and Staff

11. Are we getting there? Overall Level of Safety

12. Are we getting there?