Communication
These two communication elements are missing in a phone call
What is body language and tone?
The maximum time to leave someone on hold before checking back
What is two minutes?
Department for additional support with patient complaints
What is the patient relations department?
The label printed for patient mail
What is a patient address label?
This is what RACE stands for
Rapid Assessment of Critical Events
Three communication channels at TOH
What are phone, paging and fax?
Also acceptable: e-mail, pneumatic tube, EPIC secure chat, overhead paging, call bells, EPIC in-box messaging
We never give out staff _____ ______
What is personal information?
Technique used to say no to patients/visitors
What is the sandwich technique?
Where patients go to receive physical chart copies
What is the health records department?
These must be ordered directly after a code blue
What are the crash cart and AED kit?
The STAT line at the Riverside
What is extension 8-5555?
This is required before speaking to a patient over the phone
What are 4 verifiers or verification information?
Code called for a violent patient/visitor
What is a code white?
Who activates Power of Attorney forms
What are clinicians?
After 5pm on Tuesday, you call ____ for a code blue at the riverside
What is 911?
This helps you find extensions, on-call staff, and page people
What is the Locating and Paging desktop application?
Three telephone 'faux-pas'
What is gum-chewing, eating and using slang?
Also acceptable: abbreviations, unprepared voicemails, leaving identifiable information about a sensitive department on voicemail
Where the violent flags can be found
What are the DAR, Storyboard and Unit Manager?
The first step when a privacy breach has been encountered
What is "contain the breach"?
This code is only called at the Civic
What is a Trauma code (code 1)?
The 5 elements of the Corporate Standard of Communication
What is Acknowledge, Introduce, Duration, Explanation, Thank You (AIDET)?
A sensitive department
What is the cancer centre?
Also acceptable: palliative care
True or False: Patients or visitors can have violence flags removed after at least 3 years of good behaviour
The three reasons for requiring access to a Break The Glass Chart?
What are emergency, patient consent and non-clinical?
The three categories of information that must be recorded during a code black
What are time, Location and type of bomb?