Improving Staff Confidence and Communication with Family Members
Care Continuum
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2022
Reduce complaints by improving communication and updates provided to patient families. Standardized communication templates improved family satisfaction and staff confidence.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Continuum, Care Process ＆ Redesign, Inpatient Care, Quality Improvement, Workflow Redesign, Job Effectiveness
About this Content
Aims
Reduce complaints by improving communication and updates provided to patient families.
Background
Lack of updates to families during COVID-19 caused anxiety and complaints.
Methods
Developed a communication template, provided training, and audited compliance.
Results
Complaints reduced significantly; over 90% of nurses rated templates as effective.
Conclusion
Standardized communication templates improved family satisfaction and staff confidence.
Lessons Learnt
Structured communication improves confidence and reduces workload during family updates.
Keywords
Communication, Family Updates, Standardized Template, Confidence Building
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Nursing |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Lee Hong Wei |
Project Member(s) | Nuruljannah Binte Mohd Tahar |
Connect with this contributor!
Rajaletchumi Raja Singam - Rajaletchumi_Raja_Singam@nuhs.edu.sg
Project Attachment
C_285_NTFGH_QM_2022_Improving_Staff_Confidence_and_Communication_with_Family_Members.pdf