Improving Communication in the Emergency Department through the introduction of Patient Liaison Officers

1. 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 15 28 May 2004

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

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

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

11. Evaluation During the first five month period of 2004 25% of patients who presented to the ED were seen by a Patient Liaison Officer

12. Evaluation During the twelve month period of 2003 40% of patients who presented to the ED were seen by a Patient Liaison Officer

13. Evaluation Presenting triage categories of patients registered from 09.30 hrs to 22.15hrs that were seen by the Patient Liaison Officer

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

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

16. Questions