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In some cases, such as critical healthcare, mistakes during a shift handover may even be life threatening to patients.
Many industrial accidents could have been prevented if shift handover protocols had been followed to the letter. The handing over of information between individuals and teams is a critical process. When information doesn't get passed on correctly, tragedies can happen.
The Piper Alpha disaster is a tragic example. The offshore oil and gas platform suffered an explosion in July 1988 and is still regarded as the worst offshore oil disaster in the UK's history. The accident killed 165 crew members. An extensive inquiry chaired by Lord Cullen reported that a handover failure regarding a pressure safety valve was a key factor in the eventual disaster.
In certain industries, shift handover protocols are critical for safety. Improper handover care in medicine can cause harm to patients. But even handovers in businesses where no dangers are posed, a miscommunication can cost the business money, result in lost custom, and damage reputation.
Effective communication is important in all organisations when responsibilities are handed over to another person or team. While each industry will have its own specific needs with regard to safe shift handovers, here are 6 general ways to help prevent poor shift handovers.
1. Provide the right tools
Specialist industries should invest in the appropriate shift handover tools. Other businesses simply managing 24-hour operations where catastrophes aren't likely to be caused by poor shift handovers, should still pay heed to the relatively minor problems poor handovers may cause.
Whatever the business sector, a timely and effective handover will mean your business operates efficiently. Employee scheduling is essential to the smooth-running of many businesses, and efficient and effective shift handovers are part of that process.
Ensure you have the right people in the right place at the right time by using a shift planner calendar (like this one from Planday). The app enables employers to send updates to staff about any changes to shifts and send messages or texts to individuals or groups of employees with vital information about their next shift. Having the right tools to communicate with your staff will help with the coordination between shifts.
2. Develop appropriate policies and procedures
In order for the correct information to be transmitted at any staff handover, the appropriate policies and procedures need to be put in place. Checklists and handover documentation should be developed to ensure all health and safety hazards associated with work schedules are communicated effectively at shift handovers.
By developing a shift handover process for your employees, you can reduce the likelihood of mistakes.
3. Identify high-risk handovers
Where there is a risk of miscommunication (night shift handing over to morning shift, for example) ensure there are additional procedures in place to ensure relevant information is communicated effectively. Schedule sufficient rest breaks and manage overtime carefully. Workers scheduled for a double shift are more likely to make mistakes when they are tired and handing over.
4. Offer training
Training is essential for staff to understand what is required when they complete a shift handover. Staff should be made aware of the potential hazards and problem areas and given refresher training to keep up with any changes in protocol.
5. Teach communication skills
Human error and failures in communication continue to be a significant contributor to major accidents worldwide, and that includes at shift handovers. The development of staff communication skills is therefore imperative. It is easy to underestimate the complexity of the communication process and how easy it is for staff to communicate information imprecisely or in ambiguous way. The potential for miscommunication is huge.
Teaching staff the language of the business and improving communication skills will help to avoid miscommunication. Face-to-face handovers also enable staff to read emotion and this alone can make the information being passed on more reliable.
6. Address behavioural aspects
This is one of the trickiest aspects of shift handovers. Teaching employees to say if they don't understand or to challenge instructions they don't think are right may be difficult for certain personality types who find it difficult to speak out and challenge authority. Some may not be able to predict what the staff member taking over needs to know. Others won't make adequate time for the handover and will rush the process.
Give guidance and coaching to ensure behavioural aspects are addressed and bad habits avoided. Remember most people at the end of their shift will be looking forward to getting home. Coach your staff to take responsibility for what they are handing over.
