Better ER Communication
Article Excerpt Courtesy of: Fierce Healthcare & Ilene MacDonald
It’s so easy to think you’ve communicated a message clearly. After all, you understand the instructions, so it only stands to reason that the person receiving them must also understand what you meant.
And though most misunderstandings can be cleared up quickly in everyday situations, studies show that they pose a significant danger for patients when signals get crossed. In fact, an estimated 80 percent of the most serious medical errors in hospitals are linked to miscommunications.
The collection of patient-reported data at a health system is often highly fragmented and a burden to patients, staff and physicians alike. It can lead to inaccurate data, low completion rates, missed diagnoses, and high cost. This exciting webinar will discuss how to improve and optimize patient data collection to dramatically increase patient engagement.
To combat miscommunication in the emergency room, one Sheridan Healthcare physician is leading an effort to practice communication drills with his teams at Baptist Hospital of Miami. The program, based on the aviation industry’s crisis or crew resource management, uses checklists and specific protocols to promote teamwork and communication.
I recently had a chance to talk to David Mishkin, M.D., and Paula Barrass, an assistant nurse manager, about the program at Baptist Hospital and how it dramatically improved teamwork and collaboration after team members received just a few hours of training.
Mishkin said there wasn’t a particular incident that led to his decision to become involved in the program. But he noted during medical codes that there was definitely a need for ED team members to communicate better. Fortunately, he said, the nurse leaders at the hospital had the same vision and senior leaders at the hospital were quick to lend their support.
The hospital actually opened a patient safety simulation lab in 2011 and over the past two years all members of the ER team have received training. Although it’s always difficult to engage physicians, Mishkin said that one physician was immediately interested and his enthusiasm spread throughout the department.
The training takes three hours and staff complete it on their own time.
The scenarios vary and may include how to manage a patient experiencing an acute myocardial infarction or stroke. Staff use the scenarios to learn how to communicate with one another and improve hand offs in care.
“We find the biggest improvement has been in cold situations,” Barrass told me. “Before the environment was sometimes too chaotic with people doing their own thing and if the physician asked for something, maybe two nurses would leave to get the same thing. This helped us improve communication during code and now the room is much more quiet and controlled because we use the principles we learned in simulation in real life.”
The training has helped the team effectively distribute workload as well and created an atmosphere where all team members are comfortable to speak up if they notice a problem, according to Mishkin.
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