Implementation of communication strategy to improve information distribution and patient care during the COVID-19 pandemic

ABSTRACT

Background This project was undertaken at a large tertiary teaching hospital involving members of the multi-professional team involved in patient care during the COVID-19 pandemic. Early on, we realised that much of our information distribution relied on emails and face-to-face meetings. With rapidly changing guidelines and recommendations, quantity of information to distribute became overwhelming. Staff were receiving multiple, daily trust-wide and department-specific emails. There was huge information overload, resulting in miscommunication. Objectives 1. To provide up-to-date information that has been appraised for accuracy, relevance and importance 2. Increase effectiveness in information distribution - identify relevant recipients, timely distribution, minimising information overload, and creating a repository for reference Methods Our QI methodology is based on the model for improvement framework and PDSA cycles. PDSA cycle 1 Identifying stakeholders, and a preferred method of communication . Stakeholders were identified and engaged. . Baseline data was taken from the trust's internal communication survey data . We agreed on a trial information distribution via an intranet page PDSA cycle 2 Implementation of the Covid-19 intranet page . Paediatric Consultant led the design of the webpage, including content, location and structure. . The webpage was reviewed using Dalhouse university criteria. . Informal feedback was regularly sought from stakeholders to upkeep the webpage. A formal survey was could not be completed at 3 months due to staff redeployment. PDSA cycle 3 Improving awareness of the intranet page - in progress. . The intranet page was advertised in induction for new staff and disseminated in the monthly staff bulletin. . Survey was performed at 6 months to collect quantitative and qualitative data to assess staff use and satisfaction Results PDSA cycle 1 We identified staff bulletins, emails, intranet and team meetings as staff 's preferred methods of communication. 51% of respondents reporting using the intranet daily, and a further 29% using every few days. 90% rated the intranet as a useful resource. PDSA cycle 3 Survey data showed that 75% reported accessed the website, with 61% of these using it on a weekly basis. It was mostly accessed for information for staff, PPE guidance and testing policies. The website was rated highly for accuracy, ease of access, useful and up-to-date information. All topics were rated useful and respondents were highly likely to recommend it to other colleagues. Qualitative responses were assessed with word clouds. The 3 main words were as follows key successes - easy, organised, relevant;areas for improvement awareness, reminders, layout. Of the 25% that did not use the webpage, all cited lack of awareness as the reason. Conclusions These were unprecedented times with rapidly changing guidelines. Creation and distribution of easily accessible up-to-date information to colleagues was increasingly important. Creating a central point of reference worked well for a large hospital where the staff base changes regularly and already have saturated email inboxes. Ensuring that information was aimed at all members of the MDT provided streamlined and unified information.