Using SBAR to Improve IT and Clinical Communication

Picture this. A nurse calls the IT help desk because the EHR “isn’t working.” After 10 minutes of back-and-forth questions, it becomes clear she is trying to document a patient allergy that is not available in the dropdown menu. The system is functioning as designed, but the workflow is not supporting what she needs to do in that moment.

Situations like this are common in healthcare. IT and clinical teams often approach the same issue from different perspectives, using different terminology and focusing on different priorities. This can lead to longer resolution times, frustration on both sides, and conversations that feel more difficult than they need to be.

One way to improve these interactions is to use a structure that is already familiar within healthcare. SBAR is a communication framework used by many clinicians, and it can be applied just as effectively to IT-related conversations. With a clear and predictable format, it helps ensure the right information is shared early, reducing confusion and helping both sides move toward a resolution more effectively.  

🤔 What is SBAR?

SBAR stands for Situation, Background, Assessment, Recommendation. It was originally developed by the U.S. Navy to support communication in high-risk environments and later adopted across healthcare to improve patient safety. Today, it is widely used in clinical handoffs, urgent communication, and escalation scenarios.

Its value comes from consistency. Each section prompts the communicator to provide specific types of information in a logical order:

➡️ Situation describes what is happening right now

➡️ Background provides the context needed to understand it

➡️ Assessment explains what the communicator believes is going on.

➡️ Recommendation outlines what is needed next.

This structure helps ensure that important details are not missed. It also reduces the effort required to interpret incomplete or unstructured information. When both sides understand the format, conversations become more focused and easier to navigate. 

💬 The Power of Structured Communication

When IT and clinical teams interact, challenges often come from how information is shared rather than the issue itself. Terminology does not always align, urgency can be interpreted differently, and key details may be missing at the start of the conversation.

Using a shared framework like SBAR helps address these gaps. It reduces the time spent clarifying what someone means and encourages both sides to prepare relevant information before the conversation begins. Over time, this creates consistency across teams and builds confidence, particularly for those who may be less experienced in cross-functional communication.  

Practical Applications for IT-Clinical Communication 

SBAR is most effective when applied to specific situations where clarity matters. The following examples show how it can be used in common interactions between IT and clinical teams.

📞 Reporting issues to the help desk or other IT teams

S – Identify who you are, where you are, what you were doing, and the issue at hand
B – Share what you have already tried to resolve the problem
A – Indicate whether the issue appears isolated or more widespread
R – State what you need, whether that is immediate support, escalation, or documentation

📣 Communicating system changes or updates

S – Identify who is affected and what systems or process is involved
B – Provide context for the workflow and the reason for the change
A – Describe what will change and when
R – Clarify what needs to be done differently moving forward

📋 Project communication scenarios

S – Provide the current status of the project
B – Share relevant context so the update can be understood
A – Outline what is happening and any issues that have emerged
R – Identify what decisions or actions are required next 

👩🏻‍💻 Your 5-Step Implementation Guide 

Introducing SBAR into IT and clinical communication does not require a large-scale rollout. It can be more effective when introduced gradually, starting with situations when both sides already see an opportunity to improve

1️⃣ Identify the Right Opportunity

Focus on interactions where communication gaps create delays or confusion. Starting with a single, meaningful use case helps demonstrate value early.

2️⃣ Tailor SBAR for the scenario

Adapt each section so it reflects how your teams actually work. Keep the structure simple and grounded in real examples that people recognize.

3️⃣ Bring the right people into the conversation

Engage clinical partners early. Since SBAR is already familiar to them, the conversation can focus on how it applies to IT interactions and what information would be most useful to include upfront.

4️⃣ Make it easy to use

Provide simple templates or examples that reduce effort. If it feels quick and practical, people are more likely to adopt it as part of their routine.

5️⃣ Learn and adjust together

Start small, gather feedback, and refine the approach. Early successes will make it easier to expand use over time. 

Structured communication does not replace professional judgement. It provides a shared path for exchanging information so that issues can be understood more quickly and addressed more effectively.