As a Healthcare Systems Leadership Fellow in the Armstrong Institute for Patient Safety and Quality, I worked with my mentor, Dr. Peter Pronovost, to develop a communication checklist.
Hi-5 Communication Checklist
About: This communication checklist was developed based on input from patients, their loved ones, and physicians who study and teach communication skills. This checklist is organized into five domains of behaviors. Within each domain, checklist behaviors, example tools/techniques, and explanations of why these approaches are valuable are listed. Some behaviors are not applicable for all types of encounters with a patient.
Domains
|
Suggested Behaviors
|
Tools & Techniques
|
1. Hi
|
þ Knock (announce)
before entering
|
|
2. Familiarize
|
þ Introduce your
first and last name; have team members introduce themselves and their roles
þ Ask the patient
how he/she would like to be addressed
þ Have other
people in the room identify themselves and how they are related to the
patient; ask the patient if these people should stay in room
|
Use
a Providers Pictures Sheet to identify team members and their roles (post it
in the patient’s room for easy reference)
|
3. Interact
|
þ Sit down (be at
patient’s eye-level)
þ Ask open-ended
questions
þ Acknowledge and
affirm patient’s efforts, experiences, and emotions
|
Ask
about personal item in room, hobbies, or upcoming plans
Use
summary statements
Allow
for silence as appropriate
|
4. Voice
|
þ Set an agenda
þ Engage the patient
(and loved ones) to discuss the situation and plan
|
Use
plain, simple language
Write
on white board to share information and explain concepts
|
5. Exit
|
þ Ask the patient
(and loved ones) to summarize the plan
þ Create a way
for patient to record thoughts, questions, and concerns
|
Use
Ask-Tell-Ask or Teach Back methods to assess understanding
Ask
“Anything else?” before leaving the room
|
The above version of the Hi-5 is the result of editing by leaders in a specific department to
customize the checklist according to local needs, culture, and practice. Below is the original prototype of the Hi-5 that departments and clinical units adapt and take ownership of to customize the specific behaviors, tools/techniques, and why explanations to meet their unique needs, culture, and practice preferences.
Domains
|
Suggested Behaviors
|
Tools & Techniques
|
1. Hi (Entering)
|
þ Knock before
entering
þ Pause for three
seconds before entering and take a deep breath
|
While
pausing, say to self, “Just like me, this patient _______.” (e.g. “is scared”
or “is a parent”)
|
2. Familiarize (Identifying)
|
þ Introduce
yourself; have team members introduce themselves; and, share everyone’s roles
þ Ask the patient
how he/she would like to be addressed
þ Have other
people in the room identify themselves and how they are related to the
patient
|
Use
a Faces Sheet to help identify team members and their roles (and post it in the
patient’s room for easy reference)
|
3. Interact (Connecting)
|
þ Connect with
the patient as a person
þ Invite the
patient into the conversation by asking open-ended questions
|
Be
at the patient’s eye-level, if possible
Ask
about a personal item in the room, such as a picture of a family member or of
a pet
Ask
about upcoming plans for when the patient leaves hospital
|
4. Voice (Discussing)
|
þ Set an agenda
with the patient
þ Engage the patient
(and loved ones) to discuss the situation and to determine the plan of care
þ Acknowledge and
affirm the patient’s efforts, experiences, suffering, and emotions
|
Use
plain, simple language
Ask,
“What’s your understanding of your situation?”
Write
on white board to share information, explain medical concepts, and list plans
/ goals
State,
“You ask good questions.”
State,
“It sounds like you’ve been through a lot.”
|
5. Exit (Concluding)
|
þ Ask the patient
(and loved ones) to summarize the plan
þ Establish shared
expectations for what will happen between now and the next encounter
þ Establish a way
for the patient to record thoughts and concerns to share at the next
encounter
|
Use
Ask-Tell-Ask or Teach Back methods to assess patient’s (and loved ones’)
understanding
Ask
“Anything else?” before leaving the room
Invite
the patient to record (on white board / notebook / iPad) questions, thoughts,
and concerns
|
Goal: The overall goal is to establish a consistent and shared mental model for all physicians in a department or an organization to use in care for patients. This checklist “domains of behavior” scaffolding also permits local ownership and customization to adapt to various clinical environments.