Purpose
The main goal of the year was to work with the Emergency Department (ED) and help it move from being a "good" department to a "great" department, which included examining the communication that existed in the unit and assessing its digital communication technologies. Another goal of the group was to assist Volunteer Resources in finding a better way of connecting what volunteers were trained to do and what they were expected to do with what the nurses thought they could do and should do. 

Action
The students spent the first five weeks of the fall semester volunteering in different units to learn more about the hospital and to experience what is was like to work in a health-care setting. The ED project included two months of observations in the waiting area, triage, and inside the ED unit.  Students observed processes, procedures, cultural artifacts, conversations, and communication strategies among medical staff, as well as staff and patients and their families.  Based upon these observations, the students designed individual interview guides and focus group discussion guides.  Individual interviews were conducted with members of the ED medical staff such as doctors, nurses, and medical technicians, as well as some of the ED management staff.  The students also conducted focus groups and individual interviews with patients and medical staff to address some of the themes noted in the observations.  Students also assessed the technology available to the patients and families.   For example, they examined the hospital's Web site focusing on the ED content, how to better utilize the televisions in patient rooms, and other options for informing patients and families about the ED.

Another project on which the students worked was an assessment survey for Volunteer Resources. The group designed and conducted the survey with a select group of volunteers and nurses. The purpose of the survey was to assess what nurses expected from volunteers, what volunteers feel comfortable doing, and how to bridge any differences.

Results
A report suggesting changes, opportunities, and obstacles will be presented to hospital administrators and the ED staff at the end of the semester. This will include a discussion of the group's findings from the observations, interviews, and focus groups, along with recommendations for improvement for both the technology available to the patients and families and for standard communication strategies within the ED. Volunteer Resources received the written report of the nursing staff/volunteer staff survey with recommendations.

Faculty Mentor
Peggy B. Fisher, Department of Communication Studies

Partner
Doreen Johnson, RN, Chief Nursing Officer, Vice President, Ball Memorial Hospital

Students
Amber Bauchle; Addision DelRio; Eric Fenstermaker; Jason Maldonado; Melea McAdams; Brock Roberts; Danielle Sylvester; Melanie Turner; Craig Valentine; Brittney Williams