Section 1: Overview of Mutual Support Key Concepts and Tools
This section provides an overview of the key concepts and tools in the Mutual Support Module. More explanations and illustrations are provided in section 2 of this module; methods for teaching the concepts and tools for this module are in section 3. Information about implementing the module's tools, including knowing whether an organization is ready for implementation, is provided in the Implementation section.
Key Concepts
Mutual Support
Also called "backup behavior," mutual support involves team members assisting one another, providing and receiving feedback on performance, and advocating assertively when patient safety is threatened.
Mutual Support is one of the four TeamSTEPPS skills that are central to safe, effective, and patient-centered care.
Mutual Support Tools
Task Assistance
Helping others with tasks builds a strong, trusting team. Key strategies include:
- Fostering psychological safety and protecting each other from work overload.
- Placing all offers and requests for assistance in the context of patient safety.
- Fostering a climate where it is expected that assistance will be actively sought and offered.
- Being willing to ask for help and leaning into being responsible for facing challenges and finding solutions.
- Seeking assistance from and providing assistance to patients and family caregivers.
Team resilience is strengthened by simply asking other team members, "I have 10 minutes. How can I help?"
Formative Feedback
Feedback is information provided to team members through verbal or nonverbal communication, either intentionally or unintentionally. Formative feedback is shared to improve team performance.
Formative feedback should be:
- ´¡±è±è°ù±ð³¦¾±²¹³Ù¾±±¹±ð—expresses gratitude and notes actions that team members do well.
- °Õ¾±³¾±ð±ô²â—given soon after the target behavior has occurred.
- ¸é±ð²õ±è±ð³¦³Ù´Ú³Ü±ô—focused on behaviors, not personal attributes.
- ³§±è±ð³¦¾±´Ú¾±³¦â€”related to a specific task or behavior that requires correction, improvement, or reinforcement.
- Directed toward improvement—provides directions for future improvement.
- °ä´Ç²Ô²õ¾±»å±ð°ù²¹³Ù±ð—considers a team member’s feelings and delivers negative information with fairness and respect.
- Patient focused—addresses impact of team behaviors on the patient's well-being.
Advocacy and Assertion
Advocate for the patient: This is an essential responsibility when team members' viewpoints don't coincide with that of the decision maker and the patient's safety is at risk.
Assert a corrective action in a firm and respectful manner:
- Make an opening.
- State the concern.
- State the problem (real or perceived).
- Offer a solution.
- Reach agreement on next steps.
Two-Challenge Rule
- Empowers all team members to "stop the line" if they sense or discover a safety breach. This action should never be taken lightly because it requires immediate cessation of the process and resolution of the safety issue.
When an initial assertive statement is ignored:
- It is your responsibility to assertively restate the concern.
- The team member being challenged must acknowledge that they heard and understood your concern.
- If the response does not clarify and alleviate concern, rephrase the anticipated danger.
- If the safety issue still hasn't been addressed:
- Take a stronger course of action.
- Engage other team members.
- Use supervisor or chain of command.
CUS
CUS is an acronym for three assertive statements:
DESC (Describe, Express, Suggest, Consequences) Script
DESC is a constructive approach for managing and resolving conflict:
