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Using simulation to help healthcare professionals relaying patient information during telephone conversations
Lene F Petersen1, Marlene D Madsen1, Doris Østergaard1,2
1Copenhagen Academy for Medical Education and Simulation (CAMES), Center for Human Resources and Education, Capital Region of Denmark, Herlev Hospital, Denmark.
Background:
The purpose of this paper is to describe a development project in which simulation was used to improve the telephone-based conversations between nurses in an emergency department (ED) and physicians from different specialties taking care of acutely ill patients.
Methods:
A needs analysis consisting of observations and interviews was conducted and a one-day simulation-based interprofessional team training course was developed. Observations of phone conversations pre-course, three and six months after the course were conducted in the clinical setting with 20 participants in each point of time. A 14-item evaluation tool was used to record how many information pieces were communicated.
Results:
Five courses were conducted for 66 nurses/nurse assistants and 17 physicians. 9 out of the 14 items were reported significantly more after the course. Item that were not reported in the pre-measurement, increased to around 20% reporting three months after the course but then fell to close to 0% again after six months.
Conclusions:
The patterns of retention and decrease of the effect could be an indicator for norms, values and beliefs held by professions about what constitutes their task.
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