Why So Glum? Understanding the Challenges in Meeting User's Needs on Trauma Surgical Rounds

• Published in: The Journal of surgical research 2019-03, Vol.235, p.367-372
• Main Authors: Sammann, Amanda, Chehab, Lara, Patel, Devika, Liao, Jennifer
• Format: Article
• Language: English
• Subjects: Humans; Innovation; Quality; Quality improvement; Satisfaction; Teaching rounds
• ISSN: 0022-4804; 1095-8673
• DOI: 10.1016/j.jss.2018.10.006

Trauma patient rounds are complex, with a high volume of complicated patients in a dynamic environment with competing priorities and workflows. This presents challenges to quality improvement as single-method research approaches fail to comprehensively understand these complex systems. We used a mixed-methods approach to understand factors contributing to system inefficiency and user dissatisfaction on daily patient rounds at a safety-net teaching hospital and level 1 trauma center. A human-centered design uses ethnographic observations and in-depth interviews to understand the challenges and needs facing users of a system. We performed in-context observations and 22 in-depth interviews with a cross-section of care team members, patients, and families. Using the lean methodology, we performed time observations of 15 rounds, tracking activities related to flow, and classified them as ‘value added’ and ‘non–value added.’ Lean time observations revealed that 34.2% of time was spent on ‘non–value-added’ activities. Qualitative interviews revealed that all users reported perceived inefficiency as their greatest challenge on rounds. Among these users, there were three distinct user groups: connectors, learners, and doers, and each group had a different set of needs and priorities for rounds which were not being met. To adequately address complex environments, we need to understand the strains on both the system and its users so that we can create sustainable quality-improvement programs. By mixing methods using lean and human-centered design processes, we were able to gain a more comprehensive understanding of the system- and human-centered factors affecting rounds on a trauma surgical service.