But what often transpires during those critical minutes of hand-off is a sleepy "You've got it," and off you go. Whether you're a nurse, police officer, power plant worker, or restaurant manager, there's a chance some critical information is dropped, and the result could be embarrassing, service disrupting, or worse, life threatening. Whether the nurse omits a medication order, or the power plant worker fails to give a critical switching order, a disaster lurks.
A recent study with nursing staff suggests two critical areas need to be covered during shift change. First, there must be a face-to-face meeting between personnel from the outgoing and oncoming shift. It is important to establish this contact, because written records can be jointly perused, two-way conversation is enhanced, and questions and answers can be more effectively discussed.
Second, all actions and conditions must designate the responsibility of staff, whether on the particular shift, and/or the particular position. For instance, if a call was made from an employee who is sick and unable to come to work, make sure that whoever is responsible for lining up a replacement has been notified. Include that information for the next shift. Many errors occur because someone thought the "other person" had handled something that turns out to be forgotten.
In addition to the two areas above, the following tips help make effective shift transfers:
1. Report any and all unusual conditions. Often things come up on shift that will prove to need special handling, additional personnel, or further notifications and documentation. Be sure to include notes on all unusual conditions and requirements for the next shift.
2. Keep impeccable log entries or notes. You may be gone and off to bed, and the next shift may need to refer to your instructions and notations of the conditions at the beginning of shift. It's always better to include too much information rather than not enough. What gets written down gets remembered, and no one can argue with a written order or notation. It may also help down the line regarding responsibility and accountability. I've seen written notes from a logbook save a supervisor from court proceedings.
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