The presentation covered:
What is Human Factors and ergonomics (HFE) and what it’s not
The basic principles
Why things go wrong (and right)
What’s happening in Scotland?
Practical human factors thinking
How to get involved
The results, published in BMJ Safety & Quality, found that fewer moderate-severe IMG-related errors occurred with the user-tested guidelines compared with current guidelines, but this difference was not statistically significant. Significantly more simulations were completed without any IMG-related errors with the user-tested guidelines compared with current guidelines. Participants who used user-tested guidelines reported greater confidence.
The authors conclude that user-testing injectable medicines guidelines reduces the number of errors and the time taken to prepare and administer intravenous medicines, while increasing staff confidence.
The group’s conclusions are that six domains of care communication warrant attention and improvement:
the care environment
attitude and listening
aligning and responding
communicating with unique groups.
Together, these domains expand the definition of healthcare communication from communication as information transaction to communication as complex social and local dynamic.
The report outlines the consequences of this expanded definition for healthcare communication improvement and improvement research.
The AHSN North East and North Cumbria (AHSN NENC) Well Connected Care Homes Programme commissioned a small-scale evaluation of a new digital health intervention that aims to enhance the appropriateness of healthcare received by care home residents and the skills of care home staff.
The goals were to:
support care homes in becoming internally and externally ‘well connected’ in the digital age;
to enhance the quality of care experienced by care home residents, and by
significantly improving communication between care homes and the external health environment.
This would provide better and more efficient cost-effective care. It had the following elements:
to improve record keeping of care home residents by using tablet-based apps to allow electronic recording of aspects of care plans
to train qualified and unqualified care home staff to make and record relevant clinical records (NEWS scores)
to promote use of electronic communication of patient clinical information between care homes and primary care (GP electronic patient records), emergency care (including out of hours), and ambulance services and community services.
Vanessa Sweeney, Deputy Chief Nurse and Head of Nursing – Surgery and Cancer Board at University College London Hospitals NHS FT decided to share a example of positive feedback from a patient with staff. The impact on the staff was immediate and Vanessa decided to share their reaction with the patient who provided the feedback.
The letter she sent, and the patient’s response are reproduced here:
Thank you for your kind and thoughtful letter, it has been shared widely with the teams and the named individuals and has had such a positive impact.
I’m the head of nursing for the Surgery and Cancer Board and the wards and departments where you received care. I’m also one of the four deputy chief nurses for UCLH and one of my responsibilities is to lead the trust-wide Sisters Forum. It is attended by more than 40 senior nurses and midwives every month who lead wards and departments across our various sites. Last week I took your letter to this forum and shared it with the sisters and charge nurses. I removed your name but kept the details about the staff. I read your letter verbatim and then gave the sisters and charge nurses the opportunity in groups to discuss in more detail. I asked them to think about the words you used, the impact of care, their reflections and how it will influence their practice. Your letter had a very powerful impact on us as a group and really made us think about how we pay attention to compliments but especially the detail of your experience and what really matters. I should also share that this large room of ward sisters were so moved by your kindness, compassion and thoughtfulness for others.
We are now making this a regular feature of our Trust Sisters Forum and will be introducing this to the Matrons Forum – sharing a compliment letter and paying attention to the narrative, what matters most to a person.
Thank you again for taking the time to write this letter and by doing so, having such a wide lasting impact on the teams, individuals and now senior nurses from across UCLH. We have taken a lot from it and will have a lasting impact on the care we give.
The patient replied:
Thank you so much for your email and feedback. As a family we were truly moved on hearing what impact the compliment has had. My son said – “really uplifting”. I would just like to add that if you ever need any input from a user of your services please do not hesitate to contact me again
Find out in this short video how to use the Model Hospital tool, which was designed to support NHS trusts to identify productivity opportunities and provide the best patient care in the most efficient way.
The Model Hospital is broken down into six sections offering different perspectives from which to review hospital activity:
clinical service lines
clinical support services.
This document charts the story of this journey, the challenges encountered, and also gives my personal perspective. It shows the process of supply and distribution of a smart phone app with its challenges and our achievements as a team.