840

• DOI: 10.1097/01.ccm.0000440078.35151.24
• Publication Date: 2013-11-26T19:18:01Z
• Authors: Ashmeet Bhatia; JAYMIN PATEL; Tokunbo Ajayi; Ellen Arrington; Corina Filip
• Keywords: Workgroup; Multidisciplinary team; Family member

Introduction: In today's patient and family centered care model, frequent communication with families is paramount in providing excellent especially the Intensive Care Unit (ICU), as patients may not be able to advocate for themselves. The frequency of ICU directly related their experience. To serve this purpose raise physician awareness importance daily communication, our institution implemented a comprehensive MD - project. Methods: A multidisciplinary workgroup consisting residents, staff physicians, nurses & case managers started project October 2012 data analysis satisfaction survey from 2011 2012. percentage "excellent" responses question regarding was documented at baseline need between spokesperson (SP) recognized. multifaceted January 2013 goal improvement or above 80%. program consisted systematic implementation four successive steps: identification, contact, setting expectations, transition (IC – SET). First, SP identified admission note. Second, first contact expected made within six hours admission, including an invitation participate morning work rounds. Third, expectation set otherwise receiving phone call team PM PM, unable present Finally, exit strategy on transfer ensured. Furthermore it established shared responsibility team, attending house staff, coordinate communication. Documentation such update recorded patient's sheet. script formatted message, important information communicated brief introduction, asking relation patient, event summary, plan, monitoring follow up. telephone proposed no longer than five minutes. Message back time number left answering machine if answer. Results: Patient collected before after indicated increase low 32% (1st quarter 2012) times perceived high 68% 2013). Conclusions: suggested that area opportunity improvement. experience satisfaction, physicians initiated calls spokesperson. Though we did achieve 80% response rate initially goal, significant families' view MD- seen encouraging; deeming vital culture excellence. successful raising updates families. group successfully barriers developed approach provide (IC-SET).