Authors: (including presenting author): :
Fung WS(1), Ng WYJ(1), Tse KY(1), Luen KW(1), Lam SS(1), Mak CF(1), Lau KY(1), Chung YW(1)
Affiliation: :
(1) Department of Medicine and Geriatrics, Ruttonjee and Tang Shiu Kin Hospital
Keyword 1: :
Communication Model
Keyword 2: :
Empathetic Communication
Keyword 3: :
Effective Communication
Keyword 4: :
Patient-Centered Care
Keyword 5: :
Patient Experience
Keyword 6: :
Staff engagement
Introduction: :
Timely responses to patient requests in a busy ward environment pose significant challenges, emphasizing the importance of thoroughly understanding these issues to facilitate meaningful improvements. Our objective is to enhance communication and strengthen relationships between healthcare providers and patients, with the ultimate goal of improving patient satisfaction during hospitalization.
Objectives: :
1. To foster empathetic and effective communication among healthcare providers and patients. 2. To ensure patients’ request are satisfied within a reasonable timeframe. 3. To enhance patient satisfaction during hospitalization.
Methodology: :
1. The dialogue guide, known as C.O.N.N.E.C.T. (Contact, Opening Greeting, Name/Title, Needs, Explanation, Close, and Thank), is grounded in a communication model developed by Northwell Health (Barden & Giammarinaro, 2018). This model supports healthcare providers in addressing patients' needs across various aspects. The customized guide enables healthcare providers to communicate effectively and provide clear explanations when responding to patient requests. 2. A checklist was established to ensure that outstanding patient requests are addressed within a reasonable timeframe when immediate fulfillment is not possible. 3. Training sessions were held for ward nurses on effectively implementing these strategies. 4. Staff engagement in the application of the communication model was measured using descriptive statistics based on a competency performance checklist during direct observations. 5. A pre- and post-staff survey, utilizing a 6-point Likert scale, was conducted to evaluate nurses' competence in patient communication. 6. A pre- and post-patient survey, utilizing a 6-point Likert scale, was conducted to assess improvements in patient experiences regarding nurses’ responses during hospitalization.
Result & Outcome: :
In the aspect of healthcare providers, a total of 39 participants were involved, including 28 nurses, 7 patient care assistants, and 4 Temporary Undergraduate Nursing Students (TUNS). All completed the training sessions, competency performance checklist, and staff survey. Direct observations using the competency performance checklist deemed all participants as “competent” in integrating the C.O.N.N.E.C.T. model into patient communication. There was a significant increase in confidence levels, with a mean difference of 28% between post- and pre-scores in responding to patients' requests and communications. Most participants expressed greater familiarity with the C.O.N.N.E.C.T. model, reporting a mean difference of 71% in post- and pre-scores. Furthermore, participants expressed a stronger belief that using the model could improve their ability in patient communication, demonstrated by a mean difference of 44% between post- and pre-scores. In the patient aspect, a total of 20 patients completed both pre- and post-surveys. Findings indicated increased patient satisfaction with response times from healthcare providers, reflected by a mean difference of 20% between post- and pre-scores. Additionally, the majority of patients reported satisfaction with healthcare providers' attitudes and communication processes during hospitalization, with a mean difference of 16.8% between post- and pre-scores. This CQI project successfully aimed to enhance communication and strengthen relationships between healthcare providers and patients through the implementation of the C.O.N.N.E.C.T. communication model. All healthcare providers demonstrated significant improvement in their competency in patient communication. Furthermore, patient feedback indicated high levels of satisfaction with the communication processes during hospitalization. The ultimate goal of improving patient satisfaction was effectively achieved.
