Teamwork and Communication: An Effective Approach to Patient Safety

團隊合作和溝通失效容易在醫療照護中導致病人安全異常事件的發生。雖然 醫療服務提供者必須在團隊中工作，然而他們在團隊合作和溝通能力的技巧上卻 不是訓練有素的。醫療服務過程中所面臨的問題通常在於溝通形式的差異、溝通 失效和欠佳的團隊合作模式。文獻上已有足夠的證據顯示溝通失效不利於病人安 全。此外，據估計在全球發生的嚴重醫療錯誤中，有80%是因為醫療服務提供者 之間的溝通不良所造成。 新加坡國立大學附設醫院體認到，有效的溝通和團隊合作在提供高品質且安 全的病人照護上是相當必要的，尤其是在一個複雜的組織中。新加坡國立大學附 設醫院就是一個很好的例子，該院工作人員及病人來自各種國籍和種族的多樣化 組合，並且醫療環境也在快速地拓展，因此必須採取多管齊下的方法來克服這些 挑戰。藉由多年來的病人安全風氣調查評量已協助新加坡國立大學附設醫院改善 該院的團隊合作與溝通品質，這個過程對醫療機構來說是一項考驗，也是相當值 得投入的有效工具。

Teamwork and communication failures are leading causes of patient safety incidents in health care. Though health care providers must work in teams, they are not well-trained in teamwork and communication skills. Health care faces the problems of differences in communication styles, communication failures and poor teamwork. There is enough evidence in the literature to show that communication failure is detrimental to patient safety. It is estimated that 80% of serious medical errors worldwide take place because of miscommunication between medical providers. NUH recognizes that effective communication and teamwork are essential in the delivery of high quality safe patient care, especially in a complex organization. NUH is a good example, where there is a rich mix of nationalities and races, in staff and in patients, and there is a rapidly expanding care environment. NUH had to overcome these challenges by adopting a multipronged approach. The trials and tribulations of NUH in this journey were worthwhile as the patient safety climate survey scores improved over the years.