Brener Michael I, Epstein Jeremy A, Cho Jeremy, Yeh Hsin-Chieh, Dudas Robert A, Feldman Leonard
Department of Internal Medicine, Johns Hopkins Hospital, Baltimore, MD, USA.
School of Medicine, Johns Hopkins University, Baltimore, MD, USA.
Int J Clin Pract. 2016 Nov;70(11):923-929. doi: 10.1111/ijcp.12872. Epub 2016 Oct 14.
Patients often cannot recognise the names and faces of providers involved in their hospital care.
The aim of this study was to determine whether photographs of a patient's providers (physicians and ancillary support staff) using the FACES (Faces of All Clinically Engaged Staff) instrument would increase recognition of the healthcare team, improve the perception of teamwork, and enhance patient satisfaction.
Cluster randomised controlled trial with patients admitted to four adult internal medicine services of an urban, tertiary care hospital. Patients randomly admitted to two services received the FACES instrument, while the remainder served as control. Study measurements included the proportion of patients able to recognise their care providers by photograph, name and role, as well as patient rating of communication among healthcare team members and their satisfaction with the hospital experience as assessed by a survey.
A total of 197 of the 322 (61.2%) patients screened for participation proved eligible for the study. Key exclusion criteria included cognitive or visual impairment and non-fluency with English. Patients receiving the FACES instrument recognised more provider names, faces and roles than controls (all P<.001). The intervention group more strongly agreed with statements that healthcare providers communicated frequently and effectively with each other (68% vs 52%, P=.02), and worked well together (69% vs 53%, P=.02). When rating their satisfaction with the hospital experience, 50% of patients in the intervention group assigned the highest possible rating, compared with 36% of control (P=.06).
Nursing staff, although integral to healthcare teams, were not included in the FACES instrument due to privacy concerns.
The FACES instrument improved patients' recognition of providers' names and roles, as well as patients' perception of inter-provider teamwork. There was a non-significant trend towards improved satisfaction.
患者常常无法认出参与其住院治疗的医护人员的姓名和面容。
本研究旨在确定使用FACES（所有临床参与工作人员的面孔）工具展示患者医护人员（医生和辅助支持人员）照片是否会提高对医疗团队的识别度、改善团队合作认知并提高患者满意度。
对一家城市三级护理医院的四个成人内科服务科室收治的患者进行整群随机对照试验。随机入住两个科室的患者接受FACES工具，其余患者作为对照。研究测量指标包括患者通过照片、姓名和角色识别其护理人员的比例，以及通过调查评估的患者对医疗团队成员之间沟通的评分及其对住院体验的满意度。
筛选参与研究的322名患者中，共有197名（61.2%）符合研究条件。主要排除标准包括认知或视力障碍以及英语不流利。接受FACES工具的患者比对照组识别出更多医护人员的姓名、面孔和角色（所有P<.001）。干预组更强烈地认同医护人员彼此频繁且有效地沟通（68%对52%，P=.02）以及合作良好（69%对53%，P=.02）的说法。在对住院体验的满意度评分中，干预组50%的患者给出了最高评分，而对照组为36%（P=.06）。
由于隐私问题，FACES工具未纳入护理人员，尽管护理人员是医疗团队不可或缺的一部分。
FACES工具提高了患者对医护人员姓名和角色的识别度，以及患者对医护人员之间团队合作的认知。在满意度提高方面存在不显著的趋势。
