The consequences of poor communication during transitions from hospital to skilled nursing facility: a qualitative study

Abstract

Objectives: To examine how skilled nursing facility (SNF) nurses transition the care of individuals admitted from hospitals, the barriers they experience, and the outcomes associated with variation in the quality of transitions.

Design: Qualitative study using grounded dimensional analysis, focus groups, and in-depth interviews.

Setting: Five Wisconsin SNFs.

Participants: Twenty-seven registered nurses.

Measurements: Semistructured questions guided the focus group and individual interviews.

Results: SNF nurses rely heavily on written hospital discharge communication to transition individuals into the SNF effectively. Nurses cited multiple inadequacies of hospital discharge information, including regular problems with medication orders (including the lack of opioid prescriptions for pain), little psychosocial or functional history, and inaccurate information regarding current health status. These communication inadequacies necessitated repeated telephone clarifications, created care delays (including delays in pain control), increased SNF staff stress, frustrated individuals and family members, contributed directly to negative SNF facility image, and increased risk of rehospitalization. SNF nurses identified a specific list of information and components that they need to facilitate a safe, high-quality transition.

Conclusion: Nurses note multiple deficiencies in hospital-to-SNF transitions, with poor quality discharge communication being identified as the major barrier to safe and effective transitions. This information should be used to refine and support the dissemination of evidence-based interventions that support transitions of care, including the Interventions to Reduce Acute Care Transfers program.

Keywords: care transitions; communication; hospital to skilled nursing facility.

Figure 1

A conceptual model of the process and outcomes associated with hospital to SNF transitions. A conceptual model developed to illustrate the processes SNF nurses engage in when transitioning patients from hospitals. The model describes how characteristics of hospital discharge information drove the transition process and the consequences that information had on care delivery and patient outcomes. Abbreviation: Skilled Nursing Facility (SNF).