Authors (including presenting author) :
Lai CH(1), Wong WY(1), Chan PL(2), Mak A(3), Hung D(3), Woo K(3), Wong C(3)
Affiliation :
(1)Patient Relations Unit, Grantham Hospital, (2)Department of Ophthalmology, Grantham Hospital, (3)Department of Clinical Psychology, Grantham Hospital
Introduction :
The staff at the Eye Centre have been facing increasingly challenging work conditions, including heavy workloads and high patient volumes. This has led to elevated stress levels, strained dynamics between health care workers and patients/relatives, and a concerning rise in complaints and feedbacks.
To address these issues, this training proposed an integrated approach that combined the introduction of mindfulness practice by the clinical psychologist, enhanced communication skills by the patient relations officer, and team building exercise through experience sharing by the Ophthalmology associate nurse consultant.
Objectives :
The objectives of this training were to empower the Eye Centre staff with practical tools and techniques to manage stress, addressing their psychological needs to enhance staff well-being, as well as improving the relationship between healthcare workers and patients/relatives, and thus, promote a positive working environment for staff.
Methodology :
1. Needs Assessment:
• Analyze the trend of complaint and feedback cases to identify the key areas of focus for the training program.
• Gather information from staff to understand the current levels of stress, workplace challenges, and communication issue.
2. Mindfulness Training:
• Invite a mindfulness instructor from the Department of Clinical Psychology to design and deliver a comprehensive session of mindfulness training to OPH staff.
• Introduce the concept of mindfulness, practice of mindfulness and breathing technique, to help staff cultivate inner calm and emotional regulation.
3. Communication Skills Development:
• Incorporate a patient relations officer to share insights on communication skills and complaint management.
• Incorporate real complaint or feedback case sharing specific to the Eye Centre and common challenges encountered in workplace.
• Facilitate discussions where staff can share their challenges, successes, and learnings with their colleagues.
4. Experience Sharing Sessions:
• Incorporate an Ophthalmology associate nurse consultant to share insights and experience on effective on-site complaint handling.
• Engage in a team building exercise, promote collaboration and connection within colleagues, enhance team morale
• Foster a culture of mutual understanding, support, and collective problem-solving.
Result & Outcome :
• Gather feedback from participants to identify areas for refinement and enhancement of the training program.
• Review and update the training content, extend the training to other departments.
• Total number of participants in both sessions: 27
• Total Number of Respondents with Feedback: 18
• Response rate: 67%
• 94% of staff were satisfied with the training
