A study to assess the effectiveness of communication framework and positive work culture in enhancing patient experience.

Ms. Ligy Ranjith, Ms. Nisha M Paul, Ms. Sinimol Thomas

ucjournals

Abstract:

As health care systems are dynamic and competitive, ensuring patient satisfaction and improving patient experiences are important aspects of quality health care. Effectiveness of communication between the healthcare provider and the patient is used as one of the important indicators to evaluate the quality of patient care (Varghese, Manty, & Jill Schramm, 2016). AIDET is a communication framework for healthcare professionals to communicate with patients and each other in a way that improves the clinical outcomes and patient experience. Work culture is an organizational management concept which deals with the attitudes, beliefs, and perceptions of employees related to the principles and practices adhered by the institution. Positive work culture will always support the healthcare professional-patient relationship. It will build patient trust and gain confidence among staff who provides patient care (Bayot, Tadi, & Vaqar, 2022). As the number of actionable feedbacks pertaining to communication domain was increased, NMC Specialty hospital, Abu Dhabi had decided to implement AIDET communication framework to improve the patient experience. Objectives: – • To Assess the effectiveness of AIDET tool in improving patient experience. • To understand the employee feedback on organisational work culture. • To evaluate the effectiveness of communication framework and positive work culture in improving patient experience. Methodology: NMC Specialty Hospital, Abu Dhabi had implemented AIDET communication framework in October 2022 to improve patient experience. Data was retrospectively gathered and analysed. Comprehensive AIDET training was given to all the nurses prior to implementation and AIDET tool observation for nurses was done on monthly basis and is ongoing. A prospective cross-sectional survey was conducted among the nurses to understand their perception about the organisational work culture by using a Likert scale with 10 parameters focussing on appreciation, contentment and speak up. AIDET communication framework

NOTE: in the poster(provided), explanation and duration are displayed upside down, hence, please correct it.

 

Design Descriptive study
Setting NMC Specialty Hospital, Abu Dhabi
Data collection period April 2022 to March 2023
Sample Total number of patient feedbacks concerning nursing services that requires an action received during the study period
Sampling method Convenient sampling

Results:

  1. Actionable feedbacks related to nursing services before implementation of AIDET communication framework.

Data was analysed to find out the total number of patient feedbacks which requires an action related to nursing services in both inpatient and outpatient departments (April 2022 – September 2022). A total of sixteen actionable feedbacks pertaining to nursing were obtained during the study period. Most of those feedbacks were related to the domain of communication that includes explanation about the care process and active listening.

  1. Actionable feedbacks about nursing services after implementation of AIDET   communication framework.

Data analysis revealed that actionable feedbacks concerning to nursing has been lowered significantly to ten numbers after the implementation of AIDET communication framework (October 2022 – March 2023). This result shows 37% reduction in actionable feedback compared to the pre implementation phase of AIDET.

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FIGURE 1: Effectiveness of AIDET in enhancing patient experience.

3.Employee feedback on organizational work culture

A survey was conducted to evaluate the employee feedback on organisational work culture in line with the post implementation of  speak up, one -on- one feedback to the staff

, awards and appreciations (DAISY Award) . Overall, 80% of nurses had participated in the survey and the results illustrated that the organization strongly adheres to the positive work culture.

FIGURE 2: Feedback on organizational work culture

 

FIGURE 3: Feedback on organizational work culture

 

 Conclusion:

Communication frame works are found to be very effective in improving patient experience. After implementation of AIDET communication framework tool, there was a significant reduction of actionable feedbacks about nursing services from 16 to 10 numbers, which is in line with the literatures reviewed. Feedback of employees on organizational work culture survey revealed the contentment they have with the organization which in turn enhanced the overall patient satisfaction.

Discussion

Implementing communication and interpersonal skills is an important aspect of providing patient-centered care and improving patient satisfaction. The study’s findings imply that using the AIDET communication framework consistently will help to maximize its benefits and will improve patient satisfaction.

Future Implications

We plan to continue monitoring the AIDET communication framework to enhance patient experience.

 References

  1. Bayot, M. L., Tadi, P., & Vaqar, S. (2022). Work Culture. StatPearls.
  2. Varghese, A. S., Manty, J., & Jill Schramm, C. C. (2016). IMPROVING PATIENT SATISFACTION THROUGH IMPLEMENTING AIDET. sigma nursingrepository.

Tags:

Healthcare, Nursing & Health Sciences, Healthcare Simulation, Home Care Nursing Services, Advanced Healthcare, Types of Nursing in Healthcare, Public Health Nursing, Healthcare Leadership, Healthcare Management, Hospital Management, Internal Medicine, Pharmacology, Psychiatry and Mental Health, Healthcare Quality, Family Medicine, Child Health Advanced Nursing Practices during Pandemic, Nurse Protection during Pandemics, Oncology Nursing, Cardiac Nursing, Gynacology and Obstetrics Nursing, Nursing Education, Global Healthcare, Family Nursing, Men in Nursing, Nursing Care, Women Health Nursing, Infection Control, Healthcare Quality improvement, Tele Healthcare, Digital Healthcare, Healthcare Services, Healthcare Marketing

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