As HTM service professional’s, one rule of thumb that has circled it seems forever is that 70% of the service event is fixing people and 30% the equipment. A lot of truth behind that theory both past, present and future – thus the nature of the business. The “how” of each have specific techniques and skill sets the HTM service professional has to apply in order to drive success of the task.
I say the 30% is the easier as fixing the equipment, though complex as it can be, with the right technical knowledge resolution can be achieved. It’s the 70% of the HTM service event that is the art of the trade. Fixing people requires more than technical knowledge. Understanding and communicating around the service event – piecing the puzzle together is the key to success. There is no better technique or tool the HTM service professional can apply than SBAR communication.
SBAR; Situation-Background-Assesment-Recommendation is a technique originally developed by the U.S Navy as an informational tool for use on nuclear submarines. The SBAR technique is widely used today in the clinical areas of healthcare facilities around the world. Its power as an effective way to standardize communication between caregiving staff is phenomenal.
As an HTM service professional think about how you receive, triage, develop work plan and complete service events assigned. How do you engage yourself into the service event and drive its completion from start finish? How does your customer know or remain informed as to the service events progress? How do you Mr. and Ms. HTM service professional bring final resolution to the service event and return the device back to clinical use?
SBAR techniques can be easily applied to any HTM service event – scheduled or emergent. The art of communicating effectively to all levels of your clinical customer ladder is pertinent in their ability to serve the patient. The SBAR technique is a must have for all HTM service professionals and the beauty of it, your tool bag will not get overburdened – use it!
