Session 601: SBAR: A Simple, Concise Approach to Incident Documentation

SupportWorld Live Schedule 2024

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Session 601: SBAR: A Simple, Concise Approach to Incident Documentation

Michael Eaton (Manager, Service Center, Tideworks Technology)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

SBAR is a "handover mnemonic" that stands for Situation, Background, Assessment, and Recommendation. Originally developed by the military for use on nuclear submarines, in the 2010s, when Providence St. Joseph Health was looking for ways to improve their operations while also better aligning their business by borrowing and adapting the best practices of the caregivers they served, they adopted SBAR as the basic standard for incident documentation. By leveraging the SBAR, the organization was able to realize improved MTTR, improve caregiver satisfaction, and reduce misunderstandings between IT teams. In this session Michael Eaton will break down the four elements of SBAR and explain how the adoption of SBAR provides and objective framework with which to measure incident documentation for quality and performance management purposes.

Takeaway

SBAR is inherently flexible and can be applied to communication practices whether they are simple and informal or highly structured.

SBAR does not demand any particular style or formatting requirements in written communication.

A technician or analyst must gather sufficient information in order to satisfy all four elements of SBAR. Thus SBAR establishes a baseline of investigative effort when interacting with customers.

SBAR is simple to teach and easy to learn, but internalizing SBAR as a communication habit requires practice and benefits greatly from active, ongoing coaching.