Citation

Deyo-Svendsen ME, Palmer KB, Albright JK, Phillips MR, Schilling KA, Cabrera Svendsen ME. J. Patient Saf. 2017; ePub(ePub): ePub.

Affiliation

From the *Departments of Family Medicine, †Quality and Utilization Resources, Mayo Clinic Health System-Red Cedar in Menomonie, Menomonie, Wisconsin; ‡Clinical Services, Allevant Solutions, LLC, Mechanicsburg, Pennsylvania; and §Sioux Falls Family Medicine Residency, Sioux Falls, South Dakota.

Copyright

(Copyright © 2017, Lippincott Williams and Wilkins)

DOI

10.1097/PTS.0000000000000409

PMID

28820796

Abstract

OBJECTIVES: A culture-of-safety survey of our hospital staff revealed fear-based reluctance to question those in authority. We aimed to examine provider approachability (words and actions that promote trust and reduce or eliminate fear of interaction).

METHODS: Providers and staff completed an anonymous facility-wide survey (survey 1) regarding perceptions of provider approachability.

RESULTS were safely communicated to providers, and improvement resources were offered. A follow-up survey (survey 2 [S2]) was performed.

RESULTS: The survey participation rate was 59% (389/658). Eighty-four percent of providers had improved scores in S2. Mean top-box scores improved from 0.63 to 0.76 (P <.001). Providers deemed less approachable by nonprovider staff were also deemed less approachable by their peers (r = 0.82; survey 1). Forty-four percent reported improvement in the safety culture in S2. Twenty-eight percent of providers reported making efforts to improve how they were perceived by others.

CONCLUSIONS: Provider approachability surveys are a safe, effective method of assessing and encouraging positive interactions that promote trust and influence positive communication. The process created an opportunity to identify and assist providers who were less approachable.

Language: en