Cleveland ClinicScience InternshipProgram for Nursing

How do Families of Surgical Patients Perceive Communication of their Family Members’

Surgical Status?Elizabeth Wood, Antoinette Zito, RN, BSN, Amy Galassi, RN, BS,

Jeanne Sorrell PhD, RNCleveland Clinic, Hillcrest Hospital

Background

Methodology

• Communication between nurses and family members throughout the Perioperative process impacts the patient experience

• Effective communication can relieve anxiety and improve the experience for patients and families

• Data suggests that communication, especially from a nurse, is the factor most highly correlated with a positive healthcare experience

• The purpose of this study is to enhance the communication processes between nurses and family members before and after surgery

• The study was approved by the Cleveland Clinic IRB

• Patients and families were provided information sheets about the survey on the day of surgery

• Random sampling of all surgical patients with family members present. This study excluded: ophthalmology, pediatric and intensive care patients.

• After obtaining informed consent, the family member was interviewed in a private consult room by one of the investigators following their visit with the patient

• Data regarding the patient’s length of stay was collected

• To protect confidentiality all documents were coded and securely maintained

• Quantitative data was analyzed with descriptive statistics. Researchers worked as a team to analyze qualitative data, identifying the most common categories in participant’s responses

Demographic Data

• N= 43

Results Conclusions• The family members perception of

communication was overall satisfactory

• The survey gave family members an opportunity to discuss other information that would improve the overall experience

• The Department of Surgical Services current communication system proved to be effective for the majority of those surveyed

• Family members expressed satisfaction when utilizing the Optime board and the waiting room pagers

• Communication was perceived as effective regardless of the informant

Recommendations• Continue the study to increase the sample size

• Clarify the primary subject of the study

• Provide a more convenient location for the interview to decrease time away from their family

• Conduct a comparative study with Perioperative Units in other hospitals

• “I wish a team member or nurse came to inform us.”

• “I think it was pretty pleasant.”

• “When I saw ‘blue’ on the Optime board, I got anxious to hear something.”

• “It was a really good experience.”

• “PACU was a little too long and uninformed.”

• “I thought a nurse would talk to me- I’m a nurse.”

• “I felt like I could leave this area.”

Purpose

32%

23%5%

19%

16%

5%

None Reported

Pre-Op

Post-Op

Doctor

Nurse

Both

98%

2%

WellInformedNot WellInformed

Talked to a Nurse in Pre-Op

Talked to a Nurse in Post-Op

Talked to a Doctor

Talked to a Nurse

Talked to a Nurse and Doctor

No Communication with a Nurse

10 2 8 7 2 14

Quotations

Gender of Family Member

58% Female 42% Male

Ethnicity of Family Member

51% Caucasian

27% African American

22% Other

Relationship to Patient

63% Spouse

12% Parent 25% Other

Perception of Information

Communication by Nurses

• 98% of the surveyed family members felt well informed • Mean satisfaction score regarding communication was a 7.5 out of 10

Data

Number of People who Felt Well Informed

42

Number of People who did Not Feel Well Informed

1

Physical Environmental Issues 15

More Information 8

More Frequent Information 3

Nothing could have Improved the Experience 19

Implications

• Further education of all staff on effective communication techniques• Report the information received from family members to the appropriate departments to improve the overall experience• Increase the consistency of the information provided to family members• Ensure the accuracy of information provided to family members• Improve the scores of family satisfaction with nurse communication

Areas Identified for Improvement