3. A process by which information is exchanged
between individuals through a common
system of symbols, signs or behavior.
http://www.merriam-webster.com
4. Leadership and Project Team
End User Community
There can be some overlap of these two groups
6. Change in workflow
Change in responsibility
Change in expectations
Change in technology
7. Communicate with clinicians and others
Know how to craft the message
Know that their message reflects reality-
accurately
Know that their message is received and
understood-accurately
8. Project leaders depend on stakeholders to
implement the changes.
9. Understand the project
Validate steps and decisions taken by project
leaders as needed
Offer feedback and criticism where
appropriate
Buy into the project
10. Keep it simple but engaging
Keep it honest
Keep it moving in the face of:
Doubters
Issues
Potholes
Speed-bumps
11. Make it personal
Address problems head-on
“behind every user is a patient who needs
care”
12. The care of the patient is the primary goal of
the organization
If you can “tap” into that aspect of the
process you will dramatically reduce the
number of potential problems
13. There are no closed doors
There are no smoke filled rooms
There are no personal agendas
14. The easiest way to fail is to not communicate
well
Honesty is of paramount importance
If you don’t know the answer---do not bluff
15. Focus first and foremost on the person who is
under our care
Deliver safe care in a safe environment
Support ease of use of the system by
physicians and other clinicians
Build into the design an appropriate flexibility
for meaningful individual patient variation
16. Function of understanding by end user
Grasping the need for change
Need for transparency
17. There is a fine line between getting the
message out too early or too late
It is important to build enthusiasm about the
project but not burn people out
18. Migration from paper-driven, data source-
fragmented and “task-diffuse” environment
to an electronic, information-centralized and
task focused one
Affects all patient-care processes—no matter
how indirect or supportive
Distribution of responsibility and “turf”
(physician, clerk, nurse etc)
19. Keep doctors in the loop
Be part of the process
20. Communication messages need to be
individualized
Communication can not be off the cuff
Overall objective: Achieve design, build and
implementation goals—
Cannot be achieved without much careful
planning
The same is true for project communication
22. Match the appropriate communicator to the
audience
The messenger needs to speak the language
of the audience
The messenger must be respected by the
audience
23. A non-physician communicator dramatically
decreases the effectiveness of both message
“delivery and receipt”
Local face is best: Do not fall into the trap of
the outside consultant or system team
Do not try to save money by sharing your
physician leaders or borrowing others’
leaders
24. E-mail
Regular mail
Intranet-must see when sign on first time of
day
Flyers, brochures, fact sheets
Posters, signs
Presentation (web, DVD)
Give-aways with project logo
25. Care units, lounges, break rooms, OR sinks,
locker rooms
Live meetings
General Medical Staff
Departmental
Sectional
Grand Rounds
Committees
