Effective Communication Tool for Addressing Concerns: The CUSS Technique
The CUSS Communication Tool @SAFE_QI is a technique that promotes a graded assertiveness approach to addressing concerns in healthcare settings. It provides a structured method for individuals to escalate their concerns if not initially addressed, using trigger words like Concern, Uncomfortable, unSafe, and Stop. By embedding CUSS into practice, individuals and teams can effectively raise and address concerns in a clear and assertive manner.
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The CUSS Communication Tool @SAFE_QI
What is CUSS? Cuss is a technique that uses a graded assertiveness approach to communicating. Should someone be concerned with a process or intervention being put in place, they can raise concerns, getting more assertive if their concerns aren t listened to. @SAFE_QI
C U S S Concern On the left is one variation of the tool. Though the words used may be different, the approach is still the same. Uncomfortable unSafe Stop @SAFE_QI
Concern If initially, you have some concern with the intervention, treatment of process that is being put in place for a patient, you can raise your Concern This may simply be saying I m concerned , before you explain your concern to your colleagues. @SAFE_QI
Uncomfortable If your initial concern is not listened to, and your concern not addressed, you can restate your concern, but this time with more assertive language. I m uncomfortable Again, restating your reasons why. @SAFE_QI
unSafe If you are still not listened to, or after some action your concern still remains, you can again be more assertive. This is unsafe When restating your reasons, it is important to be clear and focused. @SAFE_QI
Stop Finally, if after your previous statements, the intervention, treatment or process is still progressing, you can go to the highest level. Stop @SAFE_QI
Why CUSS? The aim here is to agree this tool as a standard way of raising concern. Each of the words is a trigger word and the objective is to embed this into practice so that when one is used, an individual or the team stop to consider concerns raised. @SAFE_QI
