One workplace that has been studied extensively is the cockpit of fighter jets. They’re full of remarkable gadgets that provide constant information via lights and noisemaking devices, including one that sounds like the female voice on your car’s GPS navigator. But research showed that during times of high pilot workload, some of these alarms distracted the pilots from more important tasks and increased errors. One strategy has been to suppress some alarms when the jet is configured for a complex operation, such as dropping a precision bomb or landing.
Although I have absolutely no data to prove it, I suspect hospitalists’ high volume of interruptions increases the errors we make. In fact, frequent interruptions might lead to more problems and errors than the sleep deprivation that has received so much attention in the past few years.
Fixing the problem of sleep deprivation seems easy, at first. Just eliminate the long work periods. But that means moving toward more shift work, which decreases continuity and increases the potential for new problems, like fumbled handoffs. It is really tough to figure out how to optimally balance the competing needs of preventing sleep deprivation and maximizing continuity to the point that minimizes the errors and problems caused by each. And I think it’s even tougher to find solutions to reduce hospitalist interruptions and the adverse consequences.
Proactive Measures
Two strategies to minimize hospitalist interruptions have been used in a handful of places with some success. Neither is perfect, and both are difficult to implement. But each can serve as a starting place for brainstorming about where you could or should direct your efforts.
The first is to have a rounding assistant accompany each hospitalist throughout the day. This person:
- Doesn’t need any medical training and functions much like a mobile receptionist.
- Would hold the doctor’s pager and keep track of all incoming calls, some of which would be handled without involving the doctor. As an example, this assistant should be able to handle the “family is anxious and wants to know when you will be here” call without interrupting the doctor.
- Could find charts, look up test results on the computer, page consultants, etc.
All these things could decrease the hospitalist’s interruptions with little impact on others.
Although it sounds wonderful, a rounding assistant ends up being very expensive and few practices use them. Some practices have case managers dedicated to the hospitalists, which provide some rounding assistant functions in addition to their case management work.
A second strategy that can significantly influence interruptions is to implement a system of unit-based hospitalists, in which a given hospitalist has most patients on a single unit of the hospital. This can decrease the number of pages to the hospitalist, as well as influencing communication in other ways that impact interruptions. TH
Dr. Nelson has been a practicing hospitalist since 1988 and is co-founder and past president of SHM. He is a principal in Nelson/Flores Associates, a national hospitalist practice management consulting firm. He is also part of the faculty for SHM’s “Best Practices in Managing a Hospital Medicine Program” course. This column represents his views and is not intended to reflect an official position of SHM.
References
1. Crenshaw D. The Myth of Multitasking: How Doing it All Gets Nothing Done. Hoboken, NJ. Jossey-Boss; 2008.
2. O’Leary, KJ, Liebovitz DM, Baker, DW. How hospitalists spend their time: Insights on efficiency and safety. J Hosp Med. 2006;11(2);88-93.
3. Chisolm et. al. Emergency department workplace interruptions: Are emergency physicians “interrupt-driven” and “multitasking?” Acad Emerg Med. 2000;7:1239-1243.