Date of Award
College of Nursing
The objective of this scholarly project is to determine the impact of patient-centered communication education in an emergency department (ED) on the perception of workplace safety. The ED is a vulnerable setting and susceptible to workplace violence (WPV) due in part to increasing numbers of patients presenting to EDs with primary psychiatric complaints. High-quality patient-staff interactions correlate positively with better treatment outcomes. Patient-centered communication skills can be taught, and patients have similar expectations of what patient-centered communication means no matter their diagnoses. The purpose of this quality improvement project was to conduct patient-centered communication education with nurses, nursing assistants, and security officers working in an ED focusing primarily on communicating with individuals who have a mental illness. The education development was guided by the Four Habits Model framework, and was implemented in a Plan, Do, Study, and Act manner. A pretest/post-test design was used to evaluate their learning, and an assessment of the perception of workplace safety post-education was done. Results were analyzed using quality improvement methodology. The DNP student also conducted informal interviews with the ED and security staff post- implementation. The purpose of the interviews was to gain a better understanding of what went well and what barriers got in the way related to communicating with patients with a mental illness. This was done in order to further develop the educational content.
Mull, Carrie, "Implementation of a Patient-Centered Communication Model in the Emergency Department" (2017). Doctoral Projects. 46.