a handbook for supervising allied health professionals - HETI - NSW ...

THE SUPERGUIDE
Teaching remotely
Many clinical consultations and episodes of supervision take place over the phone, via
email or video conferencing. Despite the distance, the supervisor’s advocacy for patient
safety is no less than when present at the point of care. There is a tendency to abbreviate
phone calls to a minimum of information exchange, but the phone can be used to put
the supervisor “virtually there” with the clinician during clinical encounters. Because the
supervisor cannot see or touch the patient, there is an increased focus on the clinician’s
communication skills.
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Particularly in non-urgent contexts, the supervisor can work with the clinician to develop
his/her phone communication technique:
• Practice the ISBAR communication framework (see page 49)
• Provide feedback to the clinician on the selection and presentation of clinical
information
• Practice the “report-back” technique of confirming the content of a phone
communication with the clinician (repeat the essence of what you have been told
and repeat the decisions for action that have been made).
Fear of difficult conversations with supervisors can discourage supervisees from making
a phone call at the time when it is most needed. Supervisors need to support staff
members’ use of the phone/teleconferencing and paging system and develop their skills in
presenting information succinctly and accurately to elicit the support and advice required.
Other clinical teaching opportunities
Critical responses
When there is a critical incident, and there is no time for explanations, it is important to
make time to review the event afterwards.
After-hours episodes
A lot of clinical activity occurs “after hours,” which includes work conducted after
business hours and on weekends. For some allied health staff, their experience is drawn
from episodes of care provided “after hours” on an episodic or on-call basis.
Supervision and training needs after hours are important and require monitoring and
support by senior clinicians. After-hours clinical situations can be a source of anxiety for
clinicians, as the patients and their conditions may be unfamiliar.
The supervisor must be alert to this unfamiliarity and provide a supportive environment.
Staff working after hours should have access to senior staff supervision as required.
Providing support to reason through a clinical problem together can enhance patient
safety and the person’s ability to manage independently in future.