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Ana Bandin and Sofia de la Camara

Ana Bandin and Sofia de la Camara

Nicklaus Children's Hospital, USA

Title: Let’s improve medication communication using teach-back and key information

Biography

Biography: Ana Bandin and Sofia de la Camara

Abstract

Statement of the Problem: Healthcare Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys collect national data and report patient/caregivers perspective on quality and service of their hospital experience. The question on possible side effects of medications was the focus of this unit. Scores for 1st quarter, 2016 were inconsistent and reached an all-time low.

 

Aim: The purpose of this quality improvement initiative was to standardize the educational approach nurses took when teaching patients/caregivers about medication side effects, in turn, improving scores.

 

Methodology & Theoretical Orientation: Placing a visual magnetic M at the patient’s communication board, cues the teach-back process. Retraining staff on previous M in the box initiative was priority. In collaboration with teach-back, a bilingual double-sided educational leaflet was created for the most used medications on this unit. These leaflets were sensitive to learning barriers such as low health literacy and language. The focus was on partnering with patient/caregiver to assist them in understanding key information and engage them in the teach-back process.

 

Findings: Evaluation of quarterly HCAHPS scores showed increase in patient satisfaction post implementation of the multi-method initiative. The greatest progress occurred from 1st to 2nd quarter, with scores improving from 51.6% to 71.3%, respectively and sustainability shown in the 3rd and 4th quarter at 72.9% and 73.2%.

 

Conclusion & Significance: Partnering with patients/caregivers using the teach-back method and key educational material, proved to be an effective process assisting patients understand important medication information while having a positive effect on consumer satisfaction, therefore, resulting in increased HCAHPS scores outcome.