SHM Converge Scientific Abstract ePoster Gallery-Taking Charge of Discharge: A Patient Centred Approach

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This project addressed low HCAHPS scores in the “Understanding Your Care” category at The University of Colorado Hospital, focusing on two discharge communication questions: whether patients understood their health responsibilities and the purpose of their medications after leaving the hospital. Because discharge communication is strongly linked to patient safety, outcomes, and reimbursement, the team used a design-thinking approach to learn why patients still struggled despite reporting high confidence at discharge.<br /><br />Researchers interviewed 17 patients, 7 attending physicians, and 4 discharge nurses, and tested 10 solutions across 9 discharges. Feedback showed several recurring issues. Nurses reported communication gaps, chart update problems, confusion about medication indications, and pressure from workload and timing. Patients reported being overwhelmed by the amount of information, difficulty understanding the AVS due to language barriers or cognitive issues, and too little time to process instructions. Some patients also felt discharge education should begin earlier during the hospital stay.<br /><br />A key finding was a mismatch between patient confidence and actual understanding: many patients felt ready to leave, but could not accurately explain their care plan. From these interviews, the team concluded that patients often do not fully understand their responsibilities at discharge.<br /><br />Based on this insight, the team created low-cost, patient-centered prototypes aimed at increasing engagement and knowledge retention. Early feedback suggested the prototypes could improve workflow and encourage active patient participation, though some designs needed stronger incentives and clearer structure.<br /><br />Next steps include completing prototyping, testing with more diverse patients and staff, running a one-month pilot on select units, measuring knowledge, satisfaction, and discharge timing, and scaling the solution hospital-wide if successful.

Asset Subtitle

Kimia Ziafat

Meta Tag

Author List Emmanuel Cruz, Kimia Ziafat, Michelle Knees, Michelle Yan, Samuel Porter, Tyler Anstett, Yassine Lamzadrhi

Category Innovations

Concept HCAHPS

Concept Discharge Communication

Concept Understanding Your Care

Concept Patient Experience

Concept HCAHPS Score

Distinguished Non-Finalist

Presenter Organization Faculty of Medicine, University of British Columbia

Presenting Author Kimia Ziafat

Track Transitions of Care

Keywords

HCAHPS

discharge communication

patient understanding

medication purpose

health responsibilities

patient safety

design thinking

hospital discharge

AVS

patient-centered prototypes

HCAHPS

Discharge Communication

Understanding Your Care

Patient Experience

HCAHPS Score