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According the text the communication process is a loop where information is propelled in motion by the use of written, nonverbal and verbal means. In this case the important information was never even brought up during the shift change and the situation could have been worse if my friend was dying or in need of more immediate care.
It appears that the shift changing operating procedures overlooked us waiting in the room demonstrating how it failed at all levels. An effective change would have seen the medical personnel in the ER know about each thing that is going on. This information should have been written down and verbally conveyed to the new shift that took over, but did not.
A better strategy to help prevent this...
Explicit communication needs to be incorporated in any procedure that helps relay information to one person to another. Another way to alleviate what happened would be to use a non-verbal sign or symbol that could have been placed on our door to let everyone know that a patient was awaiting care. Working in an ER is tough and there is much communication happening at very fast speeds demonstrating the need for clear and concise expression of thoughts and ideas that can be easily transmitted to another with limited effort and awareness.
References
Adams, S. (2010). Social and Behavioral Influences on Team Process. Project Management Journal, Sep 2010.
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