1. POTHOLEs – Always Events
PAY ATTENTION
P - Meaningful listening - Discharge “time-outs”
ORIENT PATIENTS AND FAMILIES
O - Introductions - Rhythm of the
ward/service
TEST UNDERSTANDING
T - Explain without jargon - Solicit questions,
understanding
HUMANISM – BE KIND
H - Adult-to-adult amenities - Empathize
ON-TIME CARE
O - Realistic timelines - Update, empathize
LET PATIENTS EXPLAIN
L - Open-ended inquiries - Is there anything else?
EXPECTATIONS – WHAT SHOULD PATIENTS EXPECT?
E - What happens next - Coordinate, explicate