Proposed Topic (Most preferred): :
Staff Engagement and Empowerment (motivating staff / teamwork / work revamp tackling manpower issue / staff wellness / OSH / retention)
Proposed Topic (Second preferred): :
Clinical Safety and Quality Service III (Projects aiming at quality service to patients and their carers)
Authors (including presenting author) :
Cheng WK(1)(4), Yeung NL (1)(4), Wong MY(2)(4), Siu PY(3)(4)
Affiliation :
Department of Medicine (1), Patient Relations and Enagement Unit(2), Department of Paediatrics & Adolescent Medicine(3), Yan Chai Hospital (4)
Introduction :
During the COVID -19 pandemic, the Hospital Authority had activated the Emergency Response in public hospitals. Hospital visits are restricted for an extended period of time. Research showed that the restrictions of hospital visits have been reported to result in consequences for patients and families alike, such as distress, grief, impaired coping and reduced quality of life. This led to families demand communication from the hospital. YCH Patient Relations and Engagement Unit received 49 cases of poor communication between ward nurses and families from 2/2020 till 8/2022. Owing to the Covid-19 pandemic ,junior nurses have relatively little experience interacting with patients’ families. Consequently, the skill and confidence to communicate with families may not be developed for junior nurses.
Objectives :
Junior nurses are expected to demonstrate better telephone communication skills with families so as to increase the frequency of proactive approach to families via phone, reduce the psychological distress of families, establish rapport between nurses and families, and most important, strengthen junior nurse's communication skill.
Methodology :
Deliver telephone communication skill training on face-to-face basis, by using a cue card * and training video. The cue card will be introduced to the nurses with demonstration by oral presentation. Additionally, QR code will be given to target audience to have access to the training video. We will assess the compliance by return demonstration in role play with different scenarios and providing feedback at the end of the role play. *PATIENT CARE ASAP -Before call:P-Prepare yourself/ IPN/CMS A-Approach the right person -During call:T-To start with greetings I-Introduce yourself E-Explain patient's condition N-Notify the treatment plan T-Time allowed to ask questions -After call:C-cheer up yourself A-Actions required to follow R-Record in IPN E-Evaluate the entire process -Throughout the call:A-Active listening S-Show empathy A-Appreciate their understanding P-Polite and courteous
We also designed a pre & post evaluation questionnaire (seven statements in Google Form) to obtain staff feedback for the program (level of agreement from 1-10,
1=strongly disagree,10=strongly agree)
A. I am competent in communicating with families by phone B. I am confident in providing patient information to families by phone C. I can effectively respond to enquiries from families via phone D. I can listen effectively to patient’s families via phone E. I can show families empathy via phone F. I am willing to talk with families via phone G. I always take the initiative to keep families updated on patient’s condition
Result & Outcome :
Total 38 nursing staff from 5 Medical Wards of YCH are recruited. The confidence and competence on phone communication with relatives of staff are enhanced. The compliance of PATIENT-CARE-ASAP is 99.64%. Positive feedback is gained from nursing staff after training and listed as follows: -Preparation “Prepare myself and settle down the ward before phone call” “To be prepared before phone call” “I can explain condition after reading patient note” -Attitude “Polite and courteous are important element” “Nurse should talk softly and politely” “I should talk slowly and softly”
-Skill training “Communication skills learnt can help to handle challenging relatives.” “Being confident to handle phone call.” “Role play helps to improve the communication skills.” “Communication training is useful.” “I want to practice more.” In order to maintain the sustainability and promulgate the good practice, some measures are implemented. Cue cards are placed in nursing station of each ward for reference. Ward APNs could help to monitor staff’s communication skills and give feedback when necessary. Morever, cue card and demonstration videos will be introduced to all staff in the upcoming orientation program/ spring program.
Two identical sharing sessions were conducted on 28/11/23 and received positive feedback from the new graduate nurses.
