Improving Communication in the Emergency Department through the introduction of Patient Liaison Officers Mary Dunworth R.GN. R.M. Patient Liaison Officer James Connolly Memorial Hospital Blanchardstown Dublin May 2004

Background Initiative developed as a response to Increasing delays in the Emergency Department Increased activity levels Bed shortages Difficulties in keeping patients informed of their proposed treatment plans

Objectives To achieve excellent communication with patients and their relatives To provide patients and their relatives with accurate and timely information To respond proactively to complaints and other concerns To facilitate communication between the patient and other team members

The Role Commenced in June 2002 There are currently three Patient Liaison Officers All are experienced emergency nurses Available from 09.30hrs-22.15hrs, 7days per week

Clinical Background Previous emergency nursing experience/clinical background has proved very beneficial as it: Provides an increased understanding of the functioning of the ED Facilitates interaction with other inter- disciplinary teams Aids in imparting clinical information in a language easily understood

Evaluation Since the introduction of the role in 2002, there has been a significant decrease in patient complaints to the ED Anecdotal evidence would also suggest an increase in the rate of patient satisfaction

Evaluation Substantial increase in the number of relatives witnessing resuscitative attempts Instrumental in “breaking bad news” Dealing with bereaved relatives of patients who die in the dept or are dead on arrival, comforting, and advising of events to follow e.g.,post mortem

Evaluation Documentation process being refined to reduce volume of paperwork Audit tool being developed to quantify performance of service Patient audit to commence June 2004 Staff audit completed

Evaluation During the first six month period of 2003, 46% of patients who presented to the ED were seen by a Patient Liaison Officer.

Evaluation Presenting triage categories and patients seen by the Patient Liaison Officer in the first six months of 2003

Evaluation During the first five month period of % of patients who presented to the ED were seen by a Patient Liaison Officer

Evaluation During the twelve month period of % of patients who presented to the ED were seen by a Patient Liaison Officer

Evaluation Presenting triage categories of patients registered from hrs to 22.15hrs that were seen by the Patient Liaison Officer

Results of Staff Audit 80 questionnaires were distributed 44 were returned completed = 55% Results still being collated

Future Development of the Patient Liaison Service Extension of hours of service More Patient Liaison Officers

Questions