The Standardizing Communication During Patient Transfers

Published Date: 02 Nov 2017

Patrick Bobst

College of Mount Saint Joseph

The Strategic Review process

Standardizing Communication During Patient Transfers

In July 2012, the Trihealth organization converted to an electronic medical record (EMR) system. Transitioning from the standard paper charting in the Post Anesthesia Care Unit (PACU) has created many challenges and changes, especially in our flow of patient information. The handoff communication process is the verbal and/or written exchange of pertinent information regarding the responsibility and authority of activities during a patient’s transfer of care (Catalano, 2009). The 2006 National patient safety goals of the Joint Commission on Accreditation of Healthcare Organization (JACHO) requires organizations involved with patient care to standardize the handoff communication between healthcare professionals. This requirement was instituted after JACHO reviewed a decade’s worth of data reporting that "breakdowns in communication" were associated in two-thirds of all types of sentinel events (Croteau, 2005). Unfortunately, in 2012 "The Joint Commission reported that poor communication remains the leading cause of sentinel events and that more than one third of all patient handoffs are defective" (Jukkala, James, Autrey, Azuero, & Miltner, 2012, p. 240). Prior to EMR, during the handoff process, the PACU nurses relied on informal hand written paper forms and were efficient in navigating through a paper chart to find necessary information. Now in a "paperless system" the post-operative handoffs have become merely a verbal process. Patient care handoffs postoperatively are cognitively intense, dynamic, complex, and filled with a myriad of critical information, which typically lasts 5 minutes. Slivers of information presented in a handoff by the operating room (OR) team include name, age, allergies, anesthesia, analgesia, antibiotics, presser agents, positioning, blood loss, volume expanders, IV fluid intake, endotracheal tube size, type of dressing, complications, etc. Every piece of information is vital for the safe continuation of accurate and proper care. Recalling this wealth of information from memory can be arduous, especially when having to deal with multiple diverse patients. Jukkala et al., (2012) assert factors influencing handoff report include stress, fatigue and the inability to accurately recall the information (p. 240). Since the implementation of EMR, departmental clinicians have noticed the peri-operative handoffs lack in quality, depth and continuity. While the concept of EMR is advantageous in many aspects, practitioners find EMR not very user friendly and difficult to navigate. "The omission of accurate, timely, easily accessible, vital information by health care providers significantly increases risk of patient harm and can have devastating consequences for patient care (Goldsmith, Boomhower, Lancaster, & Antonelli, 2010, p. 256).

It appears that the issues described concerning the handoff in the PACU warrant a through strategic review process (SR). The three main components that encompass a strategic review (SR) are structures, processes and governance (Sare & Ogilvie, 2010). The purpose of strategically reviewing a standardized handoff in the PACU is to review the processes component. A SR is a mechanism that helps determine what strategic methods are working, what needs to change and what might possibly be unnoticed (Sare & Ogilvie, 2010). Trends and issues are the driving force behind a SR, looking at past, current and future performances as well as opportunities (Sare & Ogilvie, 2010).

Purpose and Objectives

The organizational SP must be congruent with the SR process in developing values, vision, mission, goals, objectives and strategies for a standardized handoff. The fundamental purpose of strategic planning (SP) is to align the organizational performance between its set mission, vision, and values (Harrison, 2010). Sare & Ogilvie (2010) stress "being clear about the "why we are here" launches the process of determining the objectives and goals that we want to achieve" (p. 131). Once team members define the goals in a SR, the strategic "how-to" objectives are established (Sare & Ogilvie, 2010). These strategic objectives are utilized to identify the larger picture of the mission, assisting to accomplish goals (Sare & Ogilvie, 2010). The ultimate goal is to continuously find ways to improve patient safety. The primary objective of standardization is to provide accurate information about a patient’s care, treatment, services, condition or changes (Patterson & Wears, 2010). It is crucial for handoffs to be accurate and pertinent during the exchange of patient information to ensure safe patient care, especially with the increasing complexity for patients in acute care institutions (Staggers, Clark, Blaz, & Kapsandoy, 2011). Designing a standardized individualized patient handoff tool relevant to the content in the peri-operative area will enhance and improve high quality patient care and safety.

Strategic Review Team Members

The primary stakeholders included as team members in developing a standardized tool would include at least one representative from each of the three departmental disciplines involved. This would include a clinician from the PACU, anesthesia and the OR. This collaboration is necessary because anesthetists and recovery nurses often have different expectations concerning content and timing of information transfer (Manser, Foster, Flin, & Patey, 2012). Sare & Ogilvie (2010) affirm, "In the SR, it is crucial to have the right people asking the right questions" (p 122). Working collaboratively, a framework to guide and design an assessment enables reflections and comments on their own practices.

What will be assessed?

In a SR, nurses use their vital assessment skills and knowledge to look inward on nursing itself (Sare & Ogilvie, 2010). An "environmental assessment" or "situational analysis" will be performed to view the demographic profile, community served, internal and external forces, past and current performances, as well as opportunities and trends. A SR is truth seeking that reveals and exposes the positives and negatives of processes and people. Once the SR team members assess the need for a change, the team will systematically assess and identify the essential information that must be conveyed during a handoff. Utilizing an environmental assessment and strategically analyzing all the factors involved, the team will determine which characteristics of those elements are pivotal to use in the standardized handoff tool design. Sare & Ogilvie (2010) attest, "the SR process encompasses the art of focused assessment, knowing what to assess and having the ability to interpret the findings" (p 118).

Identify expertise to interpret

Knowledge development and acquisition is a valuable asset to any organization, giving a competitive advantage. Best practices and standardization are identified through the meticulous use of current evidence, clinician expertise and patient outcomes to guide health care decisions. We will use evidence based research to identify and develop a standardized handoff tool. The SR team will perform a systematic process of researching peer reviewed literature through data bases such as MEDLINE, the Cochrane Collaboration, PubMed and Ovid accessing the expertise needed to interpret what is discovered.

How to interpret findings?

Analyzing and understanding large amounts qualitative data always presents a challenge. The key is being able to reduce the raw data, identifying the significance, and constructing a framework for communicating the essence of what the data reveal (Bloomberg & Volpe, 2008). All SR team members will display and describe their results clearly. The team will analyze the data collected, look at the differences and similarities, interpret the relationships and associate the evidence to be credible in regards to facilitating the development of the standardized handoff process. To further facilitate interpreting findings or resolve confusion, assistance can be obtained through Trihealth’s full time nurse researcher, research council and/or the Hatton research center located on the grounds at Bethesda North.

Who will be responsible for making recommendations?

Powerless nurses become unproductive nurses. Empowered nurses that have access to information, support, resources and opportunities to learn and grow are motivated productive employees (Peters, 2009). The SR process empowers nurses to change and set directions for patient care. The team members in a SR using a strength, weakness, opportunity and threat (SWOT) analysis are champion judges of how to ask the important questions in a SR of patient care. Ultimately, these SR team members hold the responsibility for decision-making and strategic planning recommendations. Sare & Ogilvie (2010) assert, "directions in care must be set up by the care experts, whom we know must include nurses" (p. 122).

Strategies

The challenge in creating a standardized handoff across disciplines is to identify methods and strategies that protect against information decay and funneling. (CITE) Recognizing what works in one setting might not necessarily be beneficial in another, given each discipline’s requirements. Strategic methodologies used to during the SR process, in a prioritized order, include 1) a SWOT analysis to identify internal and external factors important to achieve objectives. 2) A force field analysis will be conducted evaluating internal and external forces that can work towards or against the solution. 3) A gap analysis to recognize where our performance currently stands with our prospective performance. 4) Creation of a strategic map to demonstrate the components of the standardization handoff-building project. 5) Identification of a quality project-planning model, such as the Plan-Do-Check-Act cycle, to carry out this change.

How will you assess strategy success?

A SR process is a collaborative effort and in order for the SR process to succeed, the SR team must be supportive, have organizational support, and engaged. It is essential for the strategic objectives, goals and values to be clear and achievable. The vision and mission of the SR must be in focus and aligned with the organization. Assessing strategic success is measured by achieving the established tasks, short and long ranged goals, and values. The continual monitoring, feedback, and reporting is critical in evaluating the success of the SR process.

Conclusion

Surprisingly, research-based evidence is still unavailable that supports the use of a standardized approach to handoff communication in hospitals (Ardoin & Broussard, 2011). The evidence presented by The Joint Commission is compelling, suggesting the need for such a tool is crucial for patient care and safety. Patterson & Wears (2010) assert, "Approximately 20%–30% of information conveyed during handoff updates is not documented in the medical record" (p. 52). In my workplace, the PACU, when a patient arrives from the OR there is a cacophony of activities happing all at once and with the new EMR system, proper handoffs have become it extremely challenging. The continuous analysis to implement change to improve patient safety and high quality care should always be evaluated. This implementation of a standardized handoff tool in the peri-operative area has the potential of positively impacting the environment.