The objective of shift handover is to ensure that task-relevant information is sent accurately and reliably throughout shift changes or between teams, ensuring that safe and effective work is maintained. Three factors make into an effective shift handover automation:
- Outgoing personnel prepare for the job; outgoing and incoming personnel interact to exchange task-relevant information, and incoming individuals cross-check information as they accept responsibility for the task.
- Failure of communication at employee shift handover has resulted in several incidents, the bulk of which included planned maintenance work. Due to a breakdown in communication between shifts, highly radioactive waste liquor was unintentionally released into the sea at Sellafield Beach in 1983. Failure of information transmission at shift changeover was one of several reasons that contributed to the Piper Alpha tragedy, according to the Cullen Report.
The fundamentals of handover
To ensure a secure transfer, companies should Identify higher-risk handovers; improve staff communication skills; stress the necessity of staff shift scheduling software; establish shift handover processes, and arrange for maintenance work to be completed in one shift if possible.
- The handover procedure for a shift should be Face-to-face; two-way, with both parties sharing responsibility; verbal and written communication; based on a study of new staff’s information needs; provided as much time and resources as necessary.
- Additionally, improvements should be made by engaging end-users when making any modifications to existing communication channels during shift changeover; developing support equipment, such as logs and computer displays, with the operators’ needs in mind.
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- Important Occurrences
While significant events have emphasized the necessity of shift handover, it is unknown how common less high-profile communication breakdowns during shift change occur.
- Responsibilities Of The Organisational Level
Given the significance of efficient communication during shift changeover, operators should prioritize this task. Shift handover should be one of the safety-critical subjects that management monitors and audits regularly. They should include it in policies and processes, allocate responsibilities, and establish minimum requirements. Individuals should be able to analyze and improve their own practice by having a description of how to execute a good handover. Handovers with a high likelihood of requiring extra care should be highlighted. Because good communication skills are so crucial during shift handover and other job tasks, it should be one of the selection criteria for key positions. Existing employees should also have the opportunity to improve their communication skills if necessary.
- Considerations For Operating
The critical information required by arriving workers has not been analyzed or documented, which is one cause of miscommunication during shift changes. Accurate communication is aided by analyzing information requirements and providing a reliable way of collecting this information, such as a structured log or computer-generated display.
The three offshore events mentioned previously in this article happened during plant maintenance that lasted through a shift change. This is a high-risk operation because arriving employees may take actions based on incomplete or erroneous knowledge of the work in progress unless they are provided an accurate “picture” of the work in progress. Other potentially high-risk handovers where a substantial gap in understanding must be bridged include:
- after a long hiatus from work (e.g., after a crew change).
- between experienced and novice employees.
- during a plant or process upset.
- Effective Individual Level Shift Handover
Individual handovers should be performed face to face, with essential information provided, to maximize efficacy (e.g., logs, computer displays). Both incoming and leaving people should engage in a two-way discussion that allows for questions, clarification, and explanation.
Individuals must understand business handover standards, what is expected of them, and whether handovers are high-risk or possibly problematic.
- Communication In Writing
Written communication should be straightforward, succinct, free of jargon and acronyms, and utilize simple language. To decrease communication mistakes and promote continuity of care, written documentation shall be accompanied by verbal handover wherever feasible.
- Book Of Communication
The communication book is a legally binding document that may be used as evidence in court. It should only provide information that is pertinent to each shift. When making any entry, confidentiality must be regarded and maintained. Brief, to-the-point communications must be factual, objective, and non-derogatory. References to people who are getting assistance must include a brief remark with instructions on where to find comprehensive documentation, such as “refer to (insert name’s) Individual Shift Report.” Support workers should not use the communication book to express grievances, disputes, or personal concerns or to reprimand an individual support worker’s performance. Comments like “X, you didn’t do that” come to mind. I don’t think it’s a good idea to ask.
Although a computer-based solution offers many potential advantages, it is essential to remember that user behavior has the most significant impact on shift changeover efficacy. Any enhancement must take into account the human variables at play. Shift handover, on the other hand, is a crucial task that should be prioritized by any organization functioning in a hazardous business.