Procedural Texting to Improve Communication
Antonella Mossa, MSN, RN, CPAN and Janet Haw, MBA, BSN, RN
In June 2017, Rush’s Perioperative and Interventional Services Unit enhanced their efforts to provide quality care and satisfaction for patients and families by offering family texting updates.
The project was headed by the Interventional and Perioperative Patient Satisfaction Committee whose members are: VP of Hospital Operations, AVP of Perioperative and Interventional Service, director of Interventional Service, unit director for Pre-operative and Recovery/PACU, unit director of Endoscopy Perioperative and Interventional Platform AUDs and EQCs, nurse liaisons, and project manager for the interventional platform.
The committee identified that there was inconsistency in providing families communication. The nurse liaisons, whose primary role is to provide families with real-time patient updates throughout the procedure, brought to the committee’s attention that it was becoming increasingly challenging for them to provide the majority of family communication. In addition, not all families were receiving a phone call from the procedural staff with updates.
In an effort to bridge this gap, the family texting program was initiated by each of the Perioperative and Interventional Platform Units. The initiative would allow for patients who opt into this program to permit text messages to be sent directly from their health care team following the patient across the continuum of care from pre-operative admitting, while in the procedural/OR suite, through recovery.
Texting updates to their family and friends keep them informed about the patient’s progress. The program has been well-received by patients, their loved ones and the Rush health care teams. Texting updates continue to grow more popular every month with an increased number of patients opting into this service.
In October 2018, we expanded our ability to reach more individuals by offering texting updates in Spanish. We are committed to serving our patients and improving all aspects of their care. We look forward to growing this program as we continue to receive patient and clinical feedback on their experience to improve their satisfaction at Rush.
A few positive statements heard from our patients/families on this new process include:
“No delays, no concerns. Loved getting text messages during the procedure.”
“Text messages to family during procedure were extremely helpful.”
“The entire experience [was positive], including scheduling the test, getting the required prescription and patient instructions, and the text and email reminders.”