Evaluating Care and Communication Practices in Respiratory Care Unit- Mayo Clinic Experience

Abstract

SESSION TITLE: Respiratory Care Posters SESSION TYPE: Original Investigation Poster PRESENTED ON: Wednesday, October 28, 2015 at 01:30 PM - 02:30 PM PURPOSE: Communication behaviors of the healthcare staff are known to be associated with overall ratings of patient satisfaction. Our objective was to evaluate the communication behaviors of the healthcare staff in respiratory care unit (RCU) and to identify potential barriers to effective communication. METHODS: All the patients (or their families) admitted to RCU over a 3-month period from August to October 2014 were surveyed to rate their satisfaction regarding the communication practices of healthcare staff in RCU. The patients (or their families) as well as the health care staff was surveyed to suggest potential barriers towards effective communication. Two strategies, Define-Measure-Analyze-Improve-Control (DMAIC) and Plan-Do-Study-Act (PDSA), were used to identify the potential barriers. RESULTS: Out of 26 patients surveyed, 5 (21%) patients were satisfied with the communication practices and 7 (25%) patients stated that the health staff in RCU was consistent in communicating care plans. Using DMAIC the system issues identified were- 1) Inability of the patients and their families to understand the physicians 2) Lack of communication between different team members in the RCU 3) Inconsistent messages being delivered to the patients 4) Inconsistent rounding times CONCLUSIONS: More than half the patients in RCU were dissatisfied with the existing communication practices. Important system issues preventing effective communication were identified. CLINICAL IMPLICATIONS: Simple strategies like structured care conferences and organized multidisciplinary rounding can be important interventions to improve communication practices and overall patient satisfaction. DISCLOSURE: The following authors have nothing to disclose: Devang Sanghavi, Abhay Vakil, Bashar Alkinj, Vicki Loeslie, Bernando Selim, Jeffrey Rabatin No Product/Research Disclosure Information