Poison control center communication and impact on patient adherence

Abstract

Objective-This project explored the communication processes associated with poison control center calls.Methods-In this preliminary study, we adapted the Roter Interaction Analysis System to capture staff-caller dialogue. This involved case selection, wherein adherence and non-adherence cases were selected; call linkage to medical records, where case records were linked with voice recordings; and application of Roter Interaction Analysis System to calls.Results-Results indicate that communications are predominantly provider-driven. Patient age and percentage of staff partnership statements were significantly associated with adherence at the 0.05 level. Increases in age were associated with decreases in adherence to recommendations (p < 0.001). Increases in percentage of staff partnership statements (over all staff talk) were associated with increases in adherence (p = 0.013).Conclusion-This line of research could lead to evidence-based guidelines for effective staffcaller communication, increased adherence rates, and improved health outcomes.

Hospice Nurse Communication with Patients with Cancer and their Family Caregivers

“…Our previous work has resulted in somewhat higher reliability (rs > 0.70) 20,21 ; however, given this pilot study is the first application of RIAS to hospice care, we believe this is acceptable.…”

An Examination of Adherence Strategies and Challenges in Poison Control Communication

“…In more general health communication research 8,19,20 and in our own research of listening and coding PCC calls, we found that SPI relationship-building statements (e.g., partnering statements) were positively associated with caller adherence. 11 The discipline of nursing has long subscribed to the health care approach of working together with the patient and family to achieve mutually set goals-sometimes called relationship-centered care. 21 However, the lack of physical cues and the crisis nature inherent in much of SPI work may lead many of these health care professionals to prioritize rapid, efficient, succinct communication while failing to simultaneously incorporate relationship-building strategies to achieve patient outcomes.…”

“…We found that SPIs' partnership-building statements ("We'll work on this together" or "Let's make a plan that works for you") were associated with caller adherence to health care facility referrals. 11 It is important to explore how health care providers who interact with patients over the phone deliver recommendations to callers and promote adherence to recommendations after toxic exposures.…”

“…10 However, there is increasing evidence from other health care professions such as nursing regarding the role of communication on adherence. In our previous research, 11 we used a reliable and valid health communication coding system 12 to characterize PCC calls and examine how specific communication patterns linked to documented caller outcomes. We found that SPIs' partnership-building statements ("We'll work on this together" or "Let's make a plan that works for you") were associated with caller adherence to health care facility referrals.…”

High call volume at poison control centers: identification and implications for communication

“…7 RIAS is a widely used medical coding system in which each statement or phrase, representing a distinct thought, is coded for both the caller and the SPI. Two coders used digital recordings and specialized direct-entry software to assign individual RIAS codes.…”