Defining characteristics of communication quality in culture-changed long-term healthcare facilities

Abstract

Inter-staff communication plays a significant role on the efficiency of healthcare delivery and on patients’ health outcomes; however, previous studies focused on communication and its associated effects at facilities, such as resident-centered long-term care settings, are extremely limited. The current survey study investigates inter-staff communication characteristics and patterns based on staff's roles and responsibilities in a culture-changed nursing home. ‘Timeliness’, ‘accuracy’, ‘understanding’, ‘effectiveness’, and ‘openness’, five dimensions of communication quality, are used to evaluate staff's preferred communication modalities and behaviors. Results found that 28.3% of respondents have more than one role or responsibility. Therefore, strategies for communication modalities and qualities vary accordingly. Among different modalities, synchronous communication modalities were most preferred to achieve the five communication quality dimensions in all groups, but there were significant differences between roles when using the asynchronous modalities to achieve understandable and effective communication. In conclusion, management should serve as a mediator in setting up a series of communication policies that not only achieve communication quality within a facility and satisfy staff's communication preferences, but also maintain efficient operational workflow and residents’ quality of life in the resident-centered long-term care facility.

Keywords:

• Culture-changed nursing home
• Communication modalities
• Communication quality
• Long-term care
• Resident-centered

Acknowledgements

We are grateful for the help of Nancy McGrath, RN; Deb Westerberg, RN; Connilyn Ranks, MS; and Tammy DeBo, OTR/L in contributing data collection and initial survey design.

Additional information

Notes on contributors

Yuan-Han Huang

Yuan-Han Huang, MS, MBA, is a PhD candidate of Industrial Engineering at Clemson University with a concentration in Human Factors Engineering. He received his MS degree in industrial engineering from the State University of New York, Buffalo; and MBA degree in industrial management from National Taiwan University Science and Technology. His recent research interest focuses on investigating the evolution of medical professionals’ workflow under various healthcare settings.

Sandra K. Garrett

Sandra K. Garrett, PhD, is an Adjunct Assistant Professor of Industrial Engineering at Clemson University. Her research in human factors engineering has taken a holistic, cross-disciplinary approach, exploring theoretical issues in information flow and knowledge development within complex environments, team coordination and healthcare systems engineering. She has healthcare systems experience in outpatient, hospital and long-term care settings, as well as working with state and local public health departments.