Facilitators and Barriers to Center for Patient and Professional Advocacy’s Co-Worker Observational Reporting System Program at Vanderbilt University Medical Center

Abstract

Purpose: The purpose of this quality improvement project was to identify from Co-Worker Observation Reporting System (CORS) peer messengers possible causes for unknown delivery status of messaging reports. CORS is a tool and a process used across three academic medical centers to address disrespectful behavior. CORS trains staff nurses to serve as messengers and provide feedback to their peers. In a recent study by CORS, 15% of peer messages had an unknown status of delivery. Methods: A REDCap survey was distributed to 91 current Vanderbilt University Medical Center CORS peer messengers that have delivered a peer message in the past three years. A thirteen-question survey was utilized to gather quantitative data. Multiple choice and Likert scale questions were presented. Once survey was distributed via email, participants had a two-week time frame to complete. Data was assessed for barriers and facilitators to completing the peer message. Results: Thirty (32.9%) peer messengers at Vanderbilt University Medical Center completed a REDCap survey. Data revealed that peer messengers (n = 23) felt prepared to discuss the report with a peer. Twelve participants reported that they were unable to deliver a peer message due to a lack of communication from receiving peers (n = 12, 86%). Peer messengers indicated that a tips and tricks sheet was adequate in preparing them to discuss reports with peers. The majority of participants (n = 15, 53.6%) felt extremely comfortable with opening a conversation with a peer and felt extremely comfortable (n = 15, 55.6%) with how to deliver a message. Some (n = 9, 33%) experienced difficulty connecting with a peer. Implications for practice: The “Tips and Tricks” information sheet should continue to be given to each peer messenger. Incentivizing peer messengers and emailing reminders could increase completion of surveys.