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. 2020 Aug 12;6(8):e04687.
doi: 10.1016/j.heliyon.2020.e04687. eCollection 2020 Aug.

Using simulation to help healthcare professionals relaying patient information during telephone conversations

Lene F Petersen  1 , Marlene D Madsen  1 , Doris Østergaard  1   2 , Peter Dieckmann  1   2   3
Affiliations

Using simulation to help healthcare professionals relaying patient information during telephone conversations

Lene F Petersen et al. Heliyon. .

Abstract

Background: The purpose of this paper is to describe a development project in which simulation was used to improve the telephone-based conversations between nurses in an emergency department (ED) and physicians from different specialties taking care of acutely ill patients.

Methods: A needs analysis consisting of observations and interviews was conducted and a one-day simulation-based interprofessional team training course was developed. Observations of phone conversations pre-course, three and six months after the course were conducted in the clinical setting with 20 participants in each point of time. A 14-item evaluation tool was used to record how many information pieces were communicated.

Results: Five courses were conducted for 66 nurses/nurse assistants and 17 physicians. 9 out of the 14 items were reported significantly more after the course. Item that were not reported in the pre-measurement, increased to around 20% reporting three months after the course but then fell to close to 0% again after six months.

Conclusions: The patterns of retention and decrease of the effect could be an indicator for norms, values and beliefs held by professions about what constitutes their task.

Keywords: Communication; Conflict resolution; Coordination; Decision analysis; Emergency medicine; Hand-over; Health profession; Intensive care medicine; Interprofessional collaboration; Learning and memory; Organizational psychology; Simulation; Telephone; Training.

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Figures

Figure 1
Figure 1
Evaluation tool for the pieces of information delivered during the phone conversations.
Figure 2
Figure 2
Count of the phone conversations in which a point was made by the calling nurse.
See this image and copyright information in PMC

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