Authors (including presenting author) :
Tong YCG (1), Wong LM (1), Chan WC (1), , Lee SF (2), Chan MK (1), Ng ML (1), Pang SY (3),Chow CMN (2), Kwong PSJ (4), Ng LK (1) (2)(3)(4)
Affiliation :
(1) Department of Surgery, (2) Department of Orthopedics & Traumatology, (3) Electro-Diagnostic Unit, (4) Operation Theatre, Ruttonjee & Tang Shiu Kin Hospitals
Introduction :
Dealing with difficult patient / relative becomes big challenges to frontline nurses in hospital. A competent nurse dealing with complaint should have effective communication skills, positive attitude and handling strategies. This complaint management workshop via simulation training aims to enhance the nurses’ competence of handling complaint case via lecture, video sharing and role playing with different scenarios.
Objectives :
(1) to understand the overview of H.A. complaint system and recognize the key elements leading to complaint ; (2) to enhance the nurses’ effective communication skills and cultivate a positive attitude for dissatisfied patients / relatives; (3) able to identify the common pitfalls; do and don’t in complaint management; (3) to grasp the practical tips of handling challenging situations and to manage complainant’s emotion
(4) participants able to practice via simulation training and increase competence of handling complaint cases in real situations.
Methodology :
(1) Form a task group of nurses from different departments. (Mar, 2019) (2) Collect real complaint cases from all channels including from frontline staff and hospital PRO. (Apr, 2019) (3) Design workshop content, scenarios and simulation checklist (May-June, 2019) (4) Develop evaluation tools with pre and post-test questionnaires. (July, 2019) (5) Invite complaint management experts to participate in the workshops as facilitators, including DOM and WMs. (Aug, 2019) (6) Conduct the simulation training workshops with debriefing. (Sept, 2019 - Nov, 2019)
(7) Evaluate the effectiveness of the program. (Dec, 2019)
Result & Outcome :
Subject of 26 nurses from target departments are participated to the workshops. For workshops arrangement, 100% nurses are satisfied with the overall arrangement, understanding the workshop content and the education tool. 96% nurses are satisfied with the physical arrangement and will introduce the workshops to other colleagues. For staff opinion survey, nurses understand the HA complaint mechanism was increased from 42% to 100%. Recognizing complainants’ motivation was increased from 73% to 100%. Knowledge of communication skill was improved from 42% to 100%, and skill for active listening was increased from 65% to 100%, also understanding the demonstration of positive attitude towards complaints was increased from 65% to 100%. After this workshop, all nurses have increased competence for handling difficult complaint cases, and appreciated our experience staff for the debriefing section; they all agreed that this workshop can help them in real situations.
