RESUMEN
The objectives of this study were to evaluate the effectiveness of Project CLEAR!, a novel simulation-based training program designed to instill Crew Resource Management (CRM) as the communication standard and to create a service-focused environment in the emergency department (ED) by standardizing the patient encounter. A survey-based study compared physicians' and nurses' perceptions of the quality of communication before and after the training program. Surveys were developed to measure ED staff perceptions of the quality of communication between staff members and with patients. Pretraining and posttraining survey results were compared. After the training program, survey scores improved significantly on questions that asked participants to rate the overall communication between staff members and between staff and patients. A simulation-based training program focusing on CRM and standardizing the patient encounter improves communication in the ED, both between staff members and between staff members and patients.
Asunto(s)
Comunicación , Servicio de Urgencia en Hospital/organización & administración , Capacitación en Servicio/normas , Cuerpo Médico de Hospitales , Personal de Hospital/educación , Grupos Focales , Humanos , Cuerpo Médico de Hospitales/psicología , Relaciones Profesional-Paciente , Investigación Cualitativa , Encuestas y CuestionariosRESUMEN
Investigators examined emergency department (ED) personnel's perceived job responsibilities and insights into determinants of patient experience. Surveys queried subjects on their perceptions of select clinical care-related actions (CCAs) to assess discipline-specific and service-specific CCA ownership and valuation. Investigators surveyed 153 of 634 ED personnel. A total of 3047 responses to 3802 queries indicated that a specified CCA was 'always' (58.2%) or 'sometimes' (21.9%) the subject's responsibility. A total of 3645 of 3797 responses indicated the CCA specified was 'always' (84.2%) or 'sometimes' (11.8%) important to the patient experience. Twelve percent of subjects reported not being responsible for monitoring or correcting medical errors. After exposure to survey queries, subjects indicated changing or re-considering how they communicate with patients (28.1%), deliver clinical care (20.2%), and arrange disposition/follow-up (20.3%). ED personnel's perceptions of CCA ownership and importance to patient experience were assessed. Subjects reported detectable levels of anticipated job-related behavioral changes traceable to survey-embedded intervention.