Improving Communication in Healthcare Settings during Covid-19
Cavan & Monaghan Hospital implemented a quality improvement plan to enhance communication between hospital staff and patients' families during the Covid-19 pandemic. By conducting surveys, providing education, and involving medical staff, the hospital aims to address concerns and improve interactions. The initiative focuses on legal obligations, staff training, and enhancing patient care by engaging families effectively. Continuous evaluation and education sessions are planned to sustain and further enhance communication practices.
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Cavan & Monaghan Hospital Improving communication between hospital staff and patient s families during Covid-19 Departmentof Nursing and Quality & Patient Safety Contact: Philip Carron 087 1302464
Background: Restricted visiting policy during Covid-19 which resulted in the hospital receiving an increased number of complaints from patients families (including formal complaints), who voiced dissatisfaction that they had not received adequate information about their family members when they were in hospital. The hospital established a multidisciplinary communication forum to develop a quality improvement plan to address the concerns from patient s families. Aim: To improve communications between hospital staff and patient s families. PDSA 2 Jan 22 PDSA 3 Mar 22 PDSA 1 Nov 21 Aim PDSA 1:To develop an MDT Communication Booklet and guidance for staff when communicating with families 2. To conduct a Staff Survey pre pilot 3. To deliver education Research & Literature GDPR/Legal Obligations Collaboration with other hospitals Stakeholder engagement Booklet design Commence PDSA 1 October 2022 Aim PDSA 2: Incorporate discussion regarding communications with families Aim PDSA 3: Involved medical staff and connect assessment by FIT with handover to ward 1. NCHD will start to attend MDT white board rounds twice weekly Family communication will be discussed at this meeting Connect FIT assessment from ED with handover on ward. Categorise patients into communication groups to identify vulnerable groups Prompt on admission re: contacting family 2. 3. 4. 5. Educational session for medical staff re: communication with family
Key Findings of PDSA 1 A staff survey was undertaken to identify staff s perception and training needs on communicating with families. An audit was undertaken in November and December 2021 to assess the compliance with the MDT book. Most staff considered communicating with patients families to be part of their role. Staff were unclear about GDPR and as to who they could share information with. Feedback indicated that the multidisciplinary communications booklet was not a sustainable long term solution due to existing paperwork demands.
Sustainment and Value to Patients & Service Sustainment and Value to Patients & Service Sustainment This process is continuing and it is planned to replicate this model on other wards Value to patients/ staff Greater focus on placing communication with families at the centre of patient care. Legal clarity. Healthcare professionals are more aware of GDPR obligations when sharing information. Healthcare professionals are more enabled to identify vulnerable patients who require support and family involvement. Improved engagement between healthcare professionals and patient s families. Future work PDSA 2 measuring families perception of our communication processes is planned for March 2022. PDSA cycles will be ongoing until an appropriate and sustainable intervention is established. Educational sessions for all medical staff to improve communication with patient families.
