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Promoting communication to improve patient care


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real life example of the poor communication of a long term care facility and the consequences

Published in: Healthcare
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Promoting communication to improve patient care

  1. 1. Promoting Communications to Improve Patient Care Deborah Fernando October 15, 2012 HCS/ 514
  2. 2. The Problem: Introduction • Extremely Poor Communication within the entire organization • Main route of communication was word of mouth • No memos ever sent • RN supervisor had to send text messages to her charge LPNs to get or give information • Management met daily—failed to see the importance of keeping the staff updated
  3. 3. Root of the Problem •No communication flowing up or down the chain •Problems lies within management
  4. 4. Who is Responsible? • Director of nursing (Primarily) • Communication should flow downward • Managers • Staff • Need to bring concerns to supervisor
  5. 5. The director of nursing is responsible for the flow of communication during each phase in the downward flow of communication, employees of the business receive information to help them do their jobs.Also, at each phase, the information become less nonfigurative, more specific, and more thorough (Abbott, 2000).
  6. 6. Example • Thomas Nelson Publishing • Christian Publishing Company • Michael Wyatt - Vice President in the 80’s • Promoted to Chairman and CEO in 1998 • Intercommunication was “terrible”. • Outsiders knew more than insiders.
  7. 7. Process Used • Realized that you can never over communicate • Developed a detailed communication plan • Prepared a written communications strategy • Prepared a timeline
  8. 8. Can Process Be Applied? • The process as used by Michael Hyatt can definitely be applied to this health care facility. • Director of nursing should develop a written communication plan • Engage the employees and ask for their input or concerns
  9. 9. Maslow’s Hierarchy of Needs • Physiological Needs • Safety Needs • Love and Belonging Needs • Esteem Needs • Self Actualization Needs Self Actualization Needs Esteem Needs Love and Belonging Needs Safety Needs Physiological Needs
  10. 10. Steps to get the employees engaged in the work and how to receive buy-in for quality work • Meet with staff to address problem • Encourage discussion for possible solutions and establish a vision • Determine a plan • Identify roles • Determine implementation date • Set next meeting date
  11. 11. How will this reduce errors and increase the quality of work? • Previous management styles lacked communication • An organizational change in culture will increase communication which will in turn decrease errors • Proper communication increases job satisfaction which decreases errors and stress
  12. 12. Evaluate the plan: how will it work when implemented? • Vision set • Set up how plan will be implemented with audit tool • Set start date • Set weekly meeting time to review progress • Re-evaluate plan each week • Progress implementation to all areas
  13. 13. What are the benchmarks for this plan and how will they be measured? • Communication committee will set benchmarks based on current identified problematic areas • Will observe communication among staff; when seen following communication plan, will have reached the first benchmark • Develop committee to review 5 random charts per week to ascertain whether communication has improved • Audit tool will monitor compliance of implemented policies and progress to reach goals 0 50 100 150 Series 1 Series 2
  14. 14. Conclusion Proper communication is a absolute necessity in managing a health care organization. If the director of nursing doesn’t communicate new rules, orders, information, etc…the staff will simply not know. The information is useless unless it travels and reaches every person in which it is intended. If the CNA fails to communicate to her LPN charge nurse that her patient vomited, how else is the LPN to know? If the patient continues to vomit after medicating and is becoming dehydrated, he must tell the RN supervisor so that the problem can be addressed aggressively and she will be alert to his hydration issues. Every employee is an important part of the team. The team members (employees) must communicate with each other in order to provide patient care and to discuss any problems, concerns, or questions. Communication is a non ending process that must be constantly monitored and maintained in order for the healthcare organization to care for it’s patients, keep it’s employees happy, and to grow and prosper.
  15. 15. References Abbott, R. (2000). Organizational Communication Flow. Retrieved from Bisel, R. S., Messersmith, A. S., & Kelley, K. M. (2012). Supervisor- Subordinate Communication: Hierarchical Mum Effect Meets Organizational Learning. Journal Of Business Communication, 49(2), 128-147. doi:10.1177/0021943612436972. Cherry, K. (2009). Psychology:Hierarchy of Needs. Retrieved October 11 2012, ofpersonality/a/hierarchyneeds.htm. Hyatt, M. (2007). Michael Hyatt Intentional Leadership: How to improve communications inside your company. Retrieved from inside-my-company.html. Liebler, J. G., & McConnell, C. R. (2008). Management Principles for Health Professionals (5 ed.). Sudbury, MA: Jones and Bartlett.