White Boards: An Innovative Tool for Patient-Centered Communication
Title: White Boards: An Innovative Tool for Patient-Centered Communication
- Summarize three ways in which white boards in the patient room improves communication and safety between the patient and healthcare team.
- Identify how white boards engage the patient in becoming an active part in developing their plan of care.
- Learner will be able to formulate a white board template that is specific and unique to their patient population/unit needs.
In the Fall of 2011 it was becoming evident that the Press Ganey patient satisfaction scores reflected that there were areas of opportunity as related to communication with physicains, nurses, or in regards to pain medication accessibility, lactation education etc. This was a trend that was noted hospital wide. Having the patient actively participate in their care has been cited as an important part of ensuring patient safety.
Proposed change: The entire hospital ventured on path of creating unit specific whiteboards to address this issue. We had small plain whiteboards in every room for a few years. There was no standardized and consistent approach to what was written on the whiteboards. Staff on the mother baby unit worked on several templates that were devised and shared with staff. The whiteboards were divided into several sections including information that was important to our population of patients.
Implementation, outcomes and evaluation: In the early January 2012 all of our brand new OB whiteboards were hung in all of the rooms. They are large, easy to read, colorful and patient centered. The entire hospital staff was inserviced on the use of the whiteboards, how to help patients goal set, and the expectation that whiteboards will be updated. Each shift, the oncoming nurse updates the whiteboard with new information, names, and goals that are created in conjunction with the patient. Managers round on all of the patients on a daily basis and audit the whiteboards during that time. When whiteboards are being inconsistently filled out staff are addressed accordingly. Outcomes, using the Press Ganey and HCAHPS surveys reflect that patients love the whiteboards, and note improved communication. We are currently working on magnets with pictures so that the patient can identify a face along with a name.
Implications for nursing practice: Overall, communication has always been cited as an area that has opportunities for improvesment as it relates to patient safety. Patients do not always remember names of providers and uniforms do not help patients distinguish who is a nurse or nurse technician. Patients cannot remember telephone numbers, what time their pain medication is available again, and when they need to walk or pump their breasts. This patient centered tool has been acclaimed as wonderful, by other health professionals visiting our hospital, by patients and their family members, and members of the Perinatal Listserv.
Keywords: whiteboards, communication, patient satisfaction