Knock, Touch and Tell

1. Knock, Touch and Tell Darlene B. Tad-y, MD Johns Hopkins Bayview Medical Center Johns Hopkins University School of Medicine Division of Hospital Medicine

2. Background • Interpersonal aspects of care can affect patient satisfaction ratings • Hospitalists and medical staff can practice more etiquette-based behaviors to improve patient relationships

4. Knock, Touch, and Tell • Physician-led project to highlight 3 behaviors that impact “first impressions” and improve interdisciplinary communication • Knock: asking permission to enter, self-introduction • Touch: establish caring physical contact (sitting, handshaking, etc) • Tell: sharing and discussing plan of care with all team members • Faculty, nurse, and medical staff engagement • Commitment to behaviors and accountability

5. Knock, Touch, and Tell • Pre- and post-intervention assessments • Administrator rounds • Press-Ganey survey results • Attitude survey regarding atmosphere of teamwork and collaboration

6. Leadership Academy Lessons • Strategic planning to identify goals and objectives • Gain support from institutional stakeholders by leveraging business drivers, particularly patient satisfaction • Engage “frontline” to have maximum impact • Assess commitment and accountability • Select a “champion” from each group to lead local efforts • Incorporating Walk through the Woods” methodology to guide conflict resolution • Understanding and being able to “flex” to other communication styles

7. Summary – Knock, Touch, and Tell • Institution-wide, multidisciplinary initiative • Physicians leading through change • Addressing institutional culture of patient-centeredness and interprofessional collaboration