Monday, August 2, 2010

Communications Emergency In My Hospital: What's a Hospitalist To Do?



I've got to admit, it was probably one of my greatest mornings ever.  Not a single page until after noon.  I thought for sure my daily education with nurses regarding what's appropriate to call and what can wait until rounds was sure to be taking hold.  Then I learned the truth.  The pager system was down.

My fellow hospitalists and I are stuck on 1980's technology.  The pager.  I got my first pager in 1997, one year before my first cell phone.  I was a second year medical student.  I'm not sure why I got it.  I think having a pager back then was cool.  

And I swear, I'm still using the same pager technology today as I had 13 years ago.  No texting, no pictures.  Just a beep or a buzz and a call back number. That's how Happy gets notified by nurses.  That's how I respond to code blue arrests.

And twice a week at 10 A.M. our operators do a pager check to make sure they are working.  That day I happened to be one one carrying the test pager.  It was past ten and no page.  They called me.  I said I didn't get the test page.  They said they would look into it.

And that was that.  I assumed they got it worked out.  Still, no pages.  It was wonderful.  Then I got a text to my iPhone from my nurse coordinator.
12:30 pm
Nurse coordinator:  Where are you?
I called her 
Happy:  I'm rounding.
Nurse coordinator:  Your patient in withdrawal has been on the floor for over an hour waiting for orders.
Happy:  I guess I can't write orders if nobody calls me.
I'll be honest, it was the greatest five hours of rounding ever.  Not a single interruption for things that can wait.  Unfortunately, my patient was in alcohol withdrawal waiting for me to see them.  After I realized the pagers still weren't working, I had the operators divert all my calls to my cell phone.  

That worked until about 4 pm when my cell phone went dead, from all the unnecessary calls that could have waited to be addressed during rounds, or the next morning.  By now I'm admitting patients through the ER and fielding patient calls from frantic nurses wondering if I could write an order for some Colace.  

And how am I getting all my emergency and not so emergent pages by now?  They're paging me overhead.  For three hours that day, everytime someone needed to talk to me, I was paged on the overhead paging system.  I'm  sure I missed half of them.  This sounds like a hospital communication's emergency break down to me.

Perhaps it's time to upgrade the hospital's communication system.  Unfortunately, these types of capital improvements cost money, money that's becoming more scarce with every passing year.  I wonder what other hospitalists use to keep in touch with their ER and nursing staff when everything stops working.  Do you have emergency communications protocols in place?

Does your hospital provide you with cell phones or pagers?  Do you provide your own?  Which do you prefer?    What happens in your hospital when your communications sytem goes down

loose lips sink ships.


By impactEDnurse • Jun 13th, 2010 • Category: clinical skills
Scene: Just another busy day at the busy nurses station in St Elsewhere’s busy emergency department.
Nurse 1: Hey Jen.
Nurse 2: Hey Sharon. Oh….did Dr Plux show you that dudes abdo x-ray on the viewer?
There’s a tumour the size of a full term baby!
Nurse 1: No -way!
Nurse 2: Yeah…go check it out.
Patient 1: [ A 40 yo. male with abdo pain laying in bed across the room] 
What the…? Great gobs of goose shit!!! I just had an x-ray this morning…..Ive got a tumor!!!!
[Makes frantic mobile phone call to mother in Canada….who rings rest of family in Queensland….who jump in car on a mercy dash to St Elsewhere].
During WWII the US office of War Information developed the slogan ‘Loose Lips Might Sink Ships’1 in an attempt to raise the awareness amongst service men and their families, that what they wrote in letters or what they talked about amongst friends may find its way to enemy spies.
And although most of our patients are unlikely to be enemy spies2, it is important that we try to remain mindful of what we are talking about when we are amongst them. And we are always amongst them.
Be it at the nurses station of a medical ward, on the floor of the emergency department, in the elevator, or sitting down to ‘de-brief’ with colleagues in the cafeteria, there is a fair chance that someone is listening in to your conversation.

In-the-loop:

One thing the medical system can do a whole lot better is to keep patients informed, up-to-date and educated on what the hell is going on with them.
Poorly informed patients and their relatives will be thirsty for information3.
As soon as they recognize a staff member that has been involved with their care, their radar will be switched to ‘high’.

Black humour:

Nurses and doctors can sometimes use our so called ‘black humour’ or dark humour, at times of high stress or sadness. Its an interesting topic4, and I personally think the use of black humour can be aneffective tool to de-fuse or de-flate the emotional energy that might otherwise overwhelm our ability to continue to function effectively at such times.
But beware.
Some of this humour could easily be offensive or distressing to the lay public (or even other staff members). And not just the dark side…. the usual joking around can easily be taken out of context or be executed at the wrong time and in the wrong place.
One of our nurses at work used to have the surname Wimpenny, and we used to call him Wimps for short.
We once received a 5 page letter of outrage from a patients relative who accused us of repeatedly referring to her son as a wimp.

Inappropriate conversations:

Wrong time, wrong place, wrong person, or just plain wrong.
We recently had a patient in our department with chicken-pox. The fact that the department was so overcrowded led to an ‘enthusiastic’ discussion between some members of staff over the need to isolate him.
Unfortunately, this discussion took place right in front of the patient. He later told another staff member of the deep distress this had caused him. First of all it made him feel like some sort of leper, and second, all the patients around him now knew his diagnosis.
A fragment of misunderstood conversation, a poorly communicated explanation, a juicy morsel of gossip, an off the cuff remark, all can lead to sunken ships.
Good communication is a foundation on which we build quality healthcare. It is also one of our most powerful tools.
All it takes is a slight pause before loosening the lips to engage a little mindfulness. Remembering to take care with what we say, and to promote response-able speech may just avert -dare I say it- a Titanic disaster.
  1. This was one of several similar slogans which all came under the campaigns basic message – ‘Careless Talk Costs Lives’. [↩]
  2. ….although that man in bed 6 who wont take his trench-coat off is a little suspect. [↩]
  3. Recently my dad was in hospital. Following a routine procedure, he was unexpectedly moved to a high care area during the night. Do you think my mum could find out why he was moved? It would have been easier to get President Obama’s home number. [↩]
  4. It is fascinating to see the difference in communication and dynamics during a resuscitation where a family member is present. [↩]
impactEDnurse is also known as Ian Miller, a nurse with over 26 years experience working in a busy emergency department in, Australia. This site in no way reflects the opinions of that hospital. All stories (although based on actual experiences) have been changed to protect patient confidentiality.

outcome of patients in study Association Between Arterial Hyperoxia Following Resuscitation From Cardiac Arrest and In-Hospital Mortality


Stay Away From That Oxygen Stuff – It’ll Kill Ya


A recent publication in the Journal of the American Medical Association is right up there with the study on how thrombolytics improve outcomes in patients with hemorrhagic strokes.
Researchers found that patients who were admitted to the intensive care unit after suffering a cardiac arrest were almost twice as likely to die if they had “hyperoxia” – which was defined as a PaO2 of 300 mmHg or more.
Hyperoxia patients died 63% of the time, hypoxia patients (PaO2 < 60 mmHg) died 57% of the time, and normoxia patients (PaO2 between 60 and 300) died 45% of the time.
Common thinking with the docs I know is that more oxygen is better – except with COPD patients.
Don’t have full access to the JAMA article, so am not sure what percentage of each group ended up actually walking out of the hospital. It is entirely possible that the patients who survived ended up in chronic vegetative states.
Nevertheless, this study plus the work of Gordon Ewy in advocating “chest compression only” CPR (no mouth-to-mouth) really bring the current “standard of care” for resuscitation of cardiac arrest into question.

What does a TIA feel like? A Stroke Diaries excerpt

An excerpt from Stroke Diaries.
by Olajide Williams, MD
The man who did not take his medicine
Pedro was lying on the bathroom floor next to the toilet bowl. Water was still running from rusty faucet, overflowing the sink, and pooling around his body as he lay limp on wet porcelain tiles. Lucy was standing over him and whining. The young black Labrador retriever had not left her owner’s side since the previous night. It was as if she had predicted it, as if she was responding to some perceptible change in his body, perhaps even a “stroke odor” that her heightened sense of smell allowed her to detect.
Lucy had followed him everywhere; she lay awake next to him throughout the night, constantly licking the left side of his body. She rushed after him into the bathroom that morning, before Pedro’s world began to tilt–the visual metamorphosis, tilting up to 180° in second, and developing into a violent vertigo that caused him to slump to the ground, hitting his head against the toilet bowl on the way down.
It was 5:30 a.m. The sun had just begun its ascent above the coastline when Pedro woke up to brush his teeth. And now, hours later, he could not get up off the floor. He could not move his left arm or left leg, and he could not feel Lucy licking his left palm. When he realized what was happening, fear filled his soul like a poisonous gas causing a great panic inside him. Dazed and desperate, Pedro dragged himself into the bedroom, sliding onto the wooden floor with his wet clothes, snaking himself around a large floor cushion, knocking over the standing lamp, dragging himself towards the far window by his bed, towards the sunrays that filtered though half-open blinds. Lucy began barking; Pedro began banking against the window. He cried out for help, thumping the glass with his one working arm, trying to alarm his neighbors or anyone who could have saved him. As Lucy barked louder, the stroke tightened its grip, claiming Pedro against his will, pulling the prize right out of him–a piece of his brain–against the tugging of a frantic soul.
Perhaps death is not deaf after all. Perhaps there are times when death can be frightened away. As Pedro cried out for help, banging against his bedroom window, as Lucy barked louder than she had ever done before, something strange began to happen. It was as though the stroke was departing, releasing its grip from Pedro’s brain, and slipping into the wind that blew through small cracks that had appeared in the window.
Pedro began moving his left arm and his left leg. He could feel Lucy licking him. He could feel the cut above his left brow, which he sustained from the fall, and the blood trickling down his cheek. He could feel his wet clothes from the overflowing sink, and he was filled with indescribable relief.
I met Pedro shortly after he arrived at the stroke center. Even thought he was completely back to normal, his neighbor had convinced him to go to the hospital.
“You had a TIA,” I said, “a transient ischemic attack or ministroke.”
Pedro was in his mid-forties and he maintained an athletic figure. He seemed distracted, agitated, not fully engaging me, even as I explained what had happened to him, even as I told him the results of the tests that he had undergone. Pedro’s brain scans and preliminary blood tests were normal. The only abnormality detected was an irregular heartbeat (atrial fibrillation), which was confirmed by an electrocardiogram.
“I know about that doc. I was diagnosed with irregular heartbeat last year and was given a pill that I gave up on. I think it was called warfarin. There were too many do’s and don’ts, and too many blood tests I had to keep taking. They told me that I could bleed if I hit my head of fell down because the pill made my blood real thin. I work in construction, doc, and us folks get knocks all the time.” After a brief pause, Pedro continued, “I need to get home to my dog. She’s all alone and hasn’t eaten today.”
Eventually, Pedro signed himself out of the hospital against medical advice.
There was nothing I could do or say to stop him, and he declined the help of social services.
When Pedro arrived at his apartment entrance, Lucy’s exuberant barking could be heard though the door. It was a great reunion, full of love and affection. Lucy did not leave Pedro’s side for the remainder of that day. After cleaning up the debris of the morning chaos, Pedro gave Lucy her favorite food to eat. Together, they played on the floor and on the bed, and late that evening Lucy chased him around a traffic cone in Morningside Park. Pedro felt alive–bursting with joy as he ran around in circles with his four-legged friend.
Later that night, Lucy began acting strange. She became restless and clingy, the way she had been the night before. She refused to drink water and became unusually aggressive when Pedro entered the bathroom without her. Sensing her anxiety, Pedro concluded that Lucy’s behavior was related to the trauma of the earlier events. He began to gently caress her coat and then cuddled up against her before falling into a deep sleep on the large floor cushion, forgetting to take the pills he was given that morning.
Then, the unfathomable occurred, appearing like a bad dream. When Pedro awoke, Lucy was lying on top of his right leg, fast asleep. When he tried to remove his leg from under Lucy’s belly, he realized he could not do it. He could not even wriggle his toes. The indescribable relief of yesterday was surpassed by sheer fear. Terrified, he excavated his senses in search for buried hope, but the only think hee uncovered was more and more fear. While Pedro and Lucy were asleep, the stroke had returned to steal a piece of his left brain–the opposite side from his last attack–causing Pedro’s speech to fail and his right limbs to turn flaccid.
And now Pedro was lying on the same stretcher he had occupied when he had signed himself out of the hospital the previous day. It was his second stroke in less than 48 hours, and a more severe form. Lucy had saved his life. Her loud barking had woken up the neighbor who called 911.

Six months later…
Pedro spent 2 months on my stroke unit and was then discharged to a rehabilitation hospital. During his rehabilitation, Pedro barely spoke to anyone. Even though he had regained his speech and partial use of his right arm and leg, he barely said much or did much. And now that he was home, his apathy grew. His only social activity was his daily trip to the animal shelter. Accompanied by his home attendant, Pedro visited Lucy at the shelter everyday–a trip he ad in his new electric wheelchair. Lucy had lost weight, perhaps even more than her owner. She had lost her appetite and no longer desired to play. Instead, she slept throughout most of the day, only to awaken when Pedro visited her, when she would lie awake at the back of her kennel and look at him with long sad eyes that implored him to take her home.
According to a Japanese proverb, a journey of a thousand miles begins with a single step. That morning in my office, after countless visits with me, Pedro decided to open up for the very first time.
“I can’t take care of Lucy anymore doc.”
It was a powerful step–a courageous beginning on a journey of a thousand miles, and all I needed to do was listen. Sometimes that is all we need to do.
Pedro looked down and began scratching his right arm.
“I get these tingling sensations down my arm and I don’t feel myself scratching. Look at these scars, doc.”
Pedro lifted up his right arm with his left hand to show me the excoriation marks on his skin.
“I look at myself and I’m not the same person I used to be. People stare at me on the bus and they make me feel uncomfortable. They feel sorry for me doc. I see the pity in their eyes. I should have taken my medicine, then I wouldn’t be like this.
Using my body language, I encouraged Pedro to continue.
“I see it in Lucy’s eyes, too, doc, and I can’t bear it. I can’t stand being apart from her. I should have taken my medicine, doc.”
There is a time for every emotion and every deed–even misery. And there are moments in life when we are lost in such times. As I traveled with Pedro through his underworld of depression, we seemed to be going around in circles. Was there a dream I could give him that revealed a way out? Was there a way to bend time around his pain and reveal better days? But this was a time to be silent, to lend him my ear, to listen to Pedro’s footsteps on his private journey to recovery, and to learn fro the greatest physician of us all–Time.
One year later…
Lucy was wagging her tail–an effusive expression of her delight as she chased after the ball that Pedro had just thrown with his restored right arm. They were in Morningside park at the bottom of a hillside near a newly planted tree. Thousands of daffodils were in bloom–their golden-yellow petals glistened in the sunlight, covering the field like an impressionist painting. Pedro had found a way out. He had found away to bend time around his pain and see his better days. He had fallen many times, but kept getting up, moving forward, step-by-step, mile-by-mile, on the road to recovery. And now he felt whole again, running around in circles, hurling the ball with his restored right arm, bursting with joy as he played on the grass with his four-legged friend.
Olajide Williams is Associate Professor of Clinical Neurology at Columbia University and author of Stroke Diaries.  This post originally appeared in the Oxford University Press blog.

Patients, Clients and Customers



I have been having a lot of problems with the private pain clinic I work with.

These have been going on since I joined them, but have come to a head recently. Part of this has been to do with one of the "Customer Service Representatives" who worked mostly for me, quitting. I am assured that her departure was purely personal and not related to work but I suspect the fact that it was clear that increasing she was doing everybody else's work as well as her own had something to do with it.

Problems have included frequent no-shows, huge gaps in my schedule with no effort to fill them, coming work to find out that they have forgotten to book patients, finding out that they have booked patients when you clearly told them months ago you weren't going to be there, not cleaning the rooms in between patients and the most recent egregious folly where a patient I had been lead to believe had no showed had been sitting out in the waiting room for over 2 hours, necessitating a return to the clinic over lunch to apologize profusely to him, and try to assess him in the remaining 45 minutes before my next scheduled patient. Wbat was more amazing was the first thing I was asked was whether I just wanted to reschedule the "client"?

There are a number of reasons why the front desk at our little clinic are so bad including the fact that our clinic pays them less than any other doctors office pays and substantially less than an equivalent unionized position in the hospital. (Keep in mind when I say unionized, that our province is not the Socialist Worker's Paradise.) The main reason I have come to a conclusion is that:

1. Instead of being called receptionists they are called "Customer Service Representatives".
2. Instead of patients our clinic has customers or clients. Increasingly we talk about customers.

The first I can deal with simply. A receptionist is someone who receives. This implies the establishment of a relationship with some responsibility on the behalf of the receptionist. Customer Service Representative brings to mind what you get nowadays when you deal with the phone company. Yeah not a pretty picture is it?

Client/customer vs. patient is an interesting lesson in semantics. To break it down, a client is someone who seeks a service from a provider. Providers of course want to provide the easiest and less expensive service for the greatest price. This is human nature and capitalism. Partially (very partially) is the right of the customer to take his services elsewhere. Even this is limited. 25 years ago, you dealt with a single phone company, single cable company etc. Even with the somewhat artificial competition in those areas, there are still de facto monopolies with very little competition.

A patient on the other hand is someone who seeks help from a provider. This is usually a service that the patient believes will have a positive aspect on his health. While the provider naturally like the provider in the provider-client picture wants to provide as little service for as much money, there is an ethical framework applied here. For example if we believe a service is not in a patient's best interest, we don't offer it often to the displeasure of the patient. Imagine on the other hand, the cable company telling somebody he doesn't really need HD. Further while we would all like to get paid as much as possible for as little work as possible, in the doctor patient relationship, we actually try to help the patient regardless of ability to pay and given the choice of therapies, we actually chose what we think is best for the patient not what will pay us the most money.

Now I know I am being naive and this doesn't always happen in medicine, but it is the ideal. We do these things partially out of a sense of ethics drummed into us by role models during our training but also due to outside pressures like licensing bodies, hospital QA committees and of course our friends the personal injury lawyers.

But you can see that when we go from receptionists dealing with patients to "Customer Service Reps" dealing with clients and you can see that it is inevitable that this old school physician is going to get a little pissed off.

I'm quaking in my boots

Monday, August 2, 2010


Dr. Grumpy: "Look, I'm not going to give you any more narcotics."

Mr. Druggee: "This is very stressful, and you're not helping me. I'll just have to start smoking again, because of you. And when I die of lung cancer someday it'll all be your fault, and I hope my family comes after you and sues your ass to the poorhouse."