Improving Communication Skills Among Doctors and Nurses in the Children Emergency Department (ED)
Organisational Leadership
Training ＆ Education
Singapore Healthcare Management Congress
SingHealth
31 December 2018
Improve communication skills and confidence of ED staff and reduce communication-related patient feedback. The program effectively addressed communication issues and empowered staff, enhancing patient satisfaction and reducing complaints.
Year Submitted: 2018
Published Date: 31 December 2018
Tags: Organisational Leadership, Training ＆ Education, Organisational Leadership, Staff Development, Learning Approach, Self-Directed Learning, Education Platform, Virtual Learning Platform, Learning Management
About this Content
Aims
Improve communication skills and confidence of ED staff and reduce communication-related patient feedback.
Background
60% of complaints in the Children Emergency Department were related to communication lapses.
Methods
Designed and implemented a blended communication workshop, combining self-directed e-learning and tutor-guided workshops.
Results
95% of participants improved communication framing; reduced communication-related complaints; themes like empowerment and better focus were noted.
Conclusion
The program effectively addressed communication issues and empowered staff, enhancing patient satisfaction and reducing complaints.
Lessons Learnt
Clear and patient-centered communication boosts satisfaction and team confidence.
Additional Information
Singapore Healthcare Management 2018 – Best Practice Medal (Communication Excellence).
Keywords
Patient-Centered Care, Effective Communication, Staff Training, Emergency Department.
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | KK Women and Children Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration, Nursing, Medical |
Applicable Specialty or Discipline | Healthcare Administrators, Emergency Medicine, Paediatrics |
Project Lead(s) | Su Ann Khoo |
Project Member(s) | Badron Junaidah |
Connect with this contributor!
Khoo Su Ann - Khoo.Su.Ann@kkh.com.sg
Project Attachment
SHM_CO014_KKH_Improving_Comm_Skills_Among_Doctors_n_Nurses_in_the_Children_ED_combine.pdf