"Do You Know What I Know?": How Communication Norms and Recipient Design Shape the Content and Effectiveness of Patient Handoffs

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Author
Rattray, Nicholas A
Flanagan, Mindy E
Militello, Laura G
Barach, Paul
Franks, Zamal
Ebright, Patricia
Rehman, Shakaib U
Gordon, Howard S
Frankel, Richard M
Affiliation
Univ Arizona, Coll Med Phoenix, Phoenix VA Healthcare Syst
Issue Date
2019-02-01
Keywords
communication
patient safety
qualitative research
quality of care
resident handoffs
risk management
sociolinguistics

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Publisher
SPRINGER
Citation
Rattray, N. A., Flanagan, M. E., Militello, L. G., Barach, P., Franks, Z., Ebright, P., ... & Frankel, R. M. (2019). “Do You Know What I Know?”: How Communication Norms and Recipient Design Shape the Content and Effectiveness of Patient Handoffs. Journal of general internal medicine, 34(2), 264-271.
Journal
JOURNAL OF GENERAL INTERNAL MEDICINE
Rights
© Society of General Internal Medicine (This is a U.S. government work and not under copyright protection in the U.S.; foreign copyright protection may apply) 2018
Collection Information
This item from the UA Faculty Publications collection is made available by the University of Arizona with support from the University of Arizona Libraries. If you have questions, please contact us at repository@u.library.arizona.edu.
Abstract
Poor communication during end-of-shift transfers of care (handoffs) is associated with safety risks and patient harm. Despite the common perception that handoffs are largely a one-way transfer of information, researchers have documented that they are complex interactions, guided by implicit social norms and mental frameworks. We investigated communication strategies that resident physicians report deploying to tailor information during face-to-face handoffs that are often based on their implicit inferences about the perceived information needs and potential harm to patients. We interviewed 35 residents in Medicine and Surgery wards at three VA Medical Centers (VAMCs). We conducted qualitative interviews using audio-recorded semi-structured cognitive task interviews.
Note
Public domain article
ISSN
1525-1497
PubMed ID
30535752
DOI
10.1007/s11606-018-4755-5
Version
Final published version
Sponsors
Center for Health Information and Communication, Department of Veterans Affairs (VA), Veterans Health Administration, Health Services Research and Development Service [CIN 13-416, IIR 12-090]
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