Poison control center communication and impact on patient adherence.
OBJECTIVE
This project explored the communication processes associated with poison control center calls.


METHODS
In this preliminary study, we adapted the Roter Interaction Analysis System to capture staff-caller dialogue. This involved case selection, wherein adherence and non-adherence cases were selected; call linkage to medical records, where case records were linked with voice recordings; and application of Roter Interaction Analysis System to calls.


RESULTS
Results indicate that communications are predominantly provider-driven. Patient age and percentage of staff partnership statements were significantly associated with adherence at the 0.05 level. Increases in age were associated with decreases in adherence to recommendations (p < 0.001). Increases in percentage of staff partnership statements (over all staff talk) were associated with increases in adherence (p = 0.013).


CONCLUSIONS
This line of research could lead to evidence-based guidelines for effective staff-caller communication, increased adherence rates, and improved health outcomes.
Ellington
Lee
L
University of Utah, College of Nursing, Salt Lake City, UT 84112, USA. lee.ellington@nurs.utah.ed
Matwin
Sonia
S
Jasti
Srichand
S
Williamson
Jacquee
J
Crouch
Barbara
B
Caravati
Martin
M
Dudley
William
W
D000293:Adolescent; D000328:Adult; D000367:Age Factors; D000368:Aged; D000369:Aged, 80 and over; D002648:Child; D002675:Child, Preschool; D003142:Communication; D019317:Evidence-Based Medicine; D005260:Female; D019983:Guideline Adherence / Q000706:statistics & numerical data*; D006801:Humans; D033181:Information Dissemination / Q000379:methods; D007802:Language; D008297:Male; D008875:Middle Aged; D010349:Patient Compliance / Q000523:psychology / Q000706:statistics & numerical data*; D011039:Poison Control Centers / Q000592:standards / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D019114:Remote Consultation / Q000379:methods / Q000706:statistics & numerical data; D012737:Sex Factors; D013689:Telephone; D014705:Verbal Behavior