Anthropology &
Special Patient Populations in the Emergency Department

Presented at the Society for Applied Anthropology
(TH-160) THURSDAY 5:30-7:20, April 6, 2018

CHAIR: WILSON, Jason (TGH, USF)

Opening Remarks

A gap exists between patient and provider expectations during healthcare encounters in the United States. Those gaps are especially prevalent in acute clinical settings such as the emergency department where physicians have a defined agenda to rule out life threatening disease within a small amount of time usually with a patient they do not know from previous visits. Sometimes the underlying reason for the ER visit is emergent and sometime it is not, sometimes the underlying reason is medical and sometimes it is not.

 

Arthur Klieinman framed the patient-physician gap over 30 years ago as a difference in explanatory models of disease and illness. Medical anthropologists have focused on the tension between biomedical and lay person models of health. However, the patient experience, as measured by healthcare surveys of satisfaction, has not improved significantly and may be even worse in a setting of overcrowded department, confusing healthcare insurance issues, and disjointed attempts at continuity.

Attempts to measure the existing gap between an ideal patient experience and the current state were formalized by Irwin Press in the 1980s with the now ubiquitous utilization of the Press-Ganey Survey. However, just because a phenomenon is measured does not mean that the problem is resolved.

 

Hospitals spend millions to improve the patient experience, or at least to improve scores on patient satisfaction surveys. Those scores are now tied to reimbursement and the proportion of reimbursement related to those scores will only increase for providers and facilities moving forward.

What do hospitals get for all of this spending on patient satisfaction? Essentially everyone achieves mediocrity. The spread around the mean of these scores is incredibly tight. Moving from 83% to 85% might move you from the 50th percentile to the 90th percentile. The first large spend on patient experience by healthcare facilities is to ensure 50th percentile – drop below that and you risk a loss of federal reimbursement. The goal, however, is to ultimately move above average since that is where the rewards for higher patient satisfactions scores exist. Thus, hospitals spend incredible amounts of money to improve a few percentage points but, as the score gets higher the ability to increase the score by another percent also becomes exponentially more expensive.

tampaerdoc.com/ant4930

Four years ago, a medical anthropologist and an emergency medicine physician decided to approach this issue together by repositioning the role of medical anthropology education in the premedical school curriculum as well as to position medical anthropologists as the obvious human resource for a healthcare organization patient experience department. As an ER doc who also went through the same training as our current students are just embarking upon, it was important to me to provide access to shadowing and research opportunities but with enhanced student engagement.

The papers you will hear this afternoon arose from this ongoing work. In the spring of 2015, we designed and co-taught our first iteration of an undergraduate course for pre-medical students, ANT4970 Patient-Physician Interaction. Now on our third rendition, each semester students first spend time shadowing patients and developing a patientcentric lens early in medical training. Student also learn the importance of utilizing mixed-method approaches such as participant observation, semi-structured interviews and quantitative analysis of data, to address questions focused on improving the overall patient experience. This course has had a tremendous impact on undergraduate students who often cite the class as a life changing experience.

Many of those students are now in medical school and Roberta Baer, Seiichi Villalona and I are following them and examining the sustainability of their early patientcentric training as they move through their training. Many students stay with us to complete undergraduate honors theses and we have now expanded our work in the ED to also include anthropology graduate students conducting dissertation research. This approach allows us to position graduate students as experts in patient experience within our institution and also to provide early, sustainable, training in patientcentric care that will, hopefully, be sustained as these trainees become physicians. Ideally, the course can be scaled up to other institutions, positioning med anthro training as a crtical aspect of improving patient experience.

The ability to move a patient satisfaction score from the 50th percentile to the 90th percentile is expensive and difficult. Mainstream medical approaches focus on reinforcing techniques that improve the perception of time spent with the provider during an acute clinical encounter as well as enhanced customer service approaches adopted from customer service friendly business, such as luxury hotel chains and well known amusement parks.

However, the premise of the work you will hear today suggests that those experience improvements may only be possible if specific special populations are better understood and addressed in the ED. The variation in patient visits and patient satisfaction scores is not described in the current Press-Ganey database and might not be well captured in quantitative analysis of large datasets. That is why these papers are critical to advancing our understanding of the patient experience in the ED.

First, you will hear from Seiichi Villalona. Seiichi is a graduate student receiving an MA this semester and moving on to the Robert Wood Johnson Medical School in New Jersey this fall. Seiichi’s work focused on the relationship between placement of patients in less-optimal areas of the ED, such as hallways, and how those circumstances effect the overall experience. Seiichi’s thesis work is on the use of medical interpreters which he conducted with both one of our ED residents as well as another presented today, Mery Yanez Yuncosa who completed her undergraduate honors thesis examining Spanish patients who receive variable translation services in the ED.

We will also here from another undergraduate student, Killian Kelly, who is planning to eventually move on to graduate school in anthropology and worked with us to develop a patientcentric generated expectations leaflet. In addition, we will hear from Carlos Osorno Cruz who completed his undergraduate degree in anthropology and stayed on in the Emergency Department to continue his work as a research assistant, focusing on ways to improve the care of patients with sickle cell disease patients in the ED. We will also hear from a PhD Student, Heather Henderson, who has recently completed her master degree work on the stigma of opioid addiction. Heather’s work focuses on the medicalization of opioid abuse and how we can work to decrease the marginalization of this population in the ED.

Each presenter will take up to 15 minutes and we will hold questions to the end. After the last presentation, Roberta Baer, the co-designer of this course and these efforts will join us and we will conduct a 15-20 minute discussion and Q&A.

VILLALONA, Seiichi (USF) and WILSON, Jason (TGH, USF) Patient Experience and Patient Satisfaction: Anthropologically Examining the Impact of Hallway Placement on Perceptions of Care

 

 

 

 

 

 

 

 

 

 

 

 

 

“I was in the hallway the entire time that I was being treated. I do understand that the ER was very busy and I am appreciative that I was seen and treated but I felt invisible most of the time that I was being treated even though I was visible to everyone that walked past. I did not even have a screen up around me and at one point the screen beside my gurney was taken to use for someone else. I do not think I would have minded so much if I would have been asked if I wanted it to be used for me first.” -58 year old female

“Nurses were sitting in station talking about personal matters. I was left in the hallway feeling uncomfortable with other visitors passing by and not being informed of anything.” -57 year old female

 

 

 

 

 

 

 

 

YANEZ, Mery and VILLALONA, Seiichi (USF), WILSON, Jason (TGH, USF)

Satisfactorily Unaware and the Perception Paradox: Experiences of Spanish-Speaking Patients in the Emergency Department

 

HENDERSON, Heather (USF) and WILSON, Jason (TGH, USF) Evolving Epidemiology: Perceptions of Stigma and Access to Care in Acute Opioid Crisis

 

 

 

 

 

 

 

 

 

 

OSORNO CRUZ, Carlos (TGH) and WILSON, Jason (TGH, USF) Understanding the Sickle-Cell Patient Experience and New Approaches to Pain Management

 

  • Patients have unmet expectations
  • lack of high quality evidence based approaches to management
  • the subjective nature of VOC-related pain and the likelihood of opioid dependence.
  • During a 3 year period from Nov 1, 2014 Oct 31, 2017, there were 2,742 SCD encounters related to pain crisis
  • 280 unique patients.
  • On average, there are 2.17  SCD encounters daily

  • a genetic, chronic blood disorder
  • effects 100,000 people in the United States
  • causes multiple medical problems including anemia, immune-dysfunction, stroke
  • frequent episodes of acute pain (sickling crises or vaso-occlusive crises (VOC))
  • 1 out of every 365 Black or African-American births
  • 1 out of every 16,300 Hispanic-American births
  • About 1 in 13 Black or African-American babies is born with sickle cell trait

What have we done to improve patient care?

  • worked to create an environment of clear expectations for providers and patients with SCD that present to the ED
  • developed a patient controlled analgesia strategy to help meet expectations for pain management during ED visits
  • currently working with a newly formed national ED SCD quality group to achieve a best practice approach
  • Patients and healthcare providers perspectives on current care at TGH ED were collected through interviews while in the ED and infusion clinics.

  • Unique patient visits decreased from 2.17 encounters per day to 1.33 encounters per day
  • Each patient that encountered our ED during the study period also visited less often, decreasing their visit rate by 38%
  • the admission rate declined from 69% in 2015 to 59% in 2017
  • ED LOS did not increase more than the entire ED LOS increased during the same time period for all patients (18%)
  • During the period reviewed, the rate of patients that left without being seen and against medical advice decreased by 33%
  • The hospital LOS for admitted patients with SCD VOC did not change significantly during this period
  • patients that received a PCA had a longer time period until pain medication administration (30 min w/o & 47 min w/)
  • The overall rate of PCA use increased from 8% to 65% during this period.

 

 

 

 

 

 

Patient Perspectives

“Having the PCA makes our treatment the same”

“We know our bodies better than they do”

“Call my doctor immediately not 3 hours later when you realize nothing is working”

“We aren’t taken serious”

Healthcare provider Perspectives

“they’re just drug seeking”

“they’re taking advantage of us”

“if we give them what they want they won’t stop coming”.

  • results support utilization of a PCA in patients with SCD VOC and suggest a potentially positive impact on patient flow
  • continued buy in from both healthcare providers and SCD patients is critical to ensure best practice
  • During triage patients like to be asked “what works for you?” followed with a loading dose through a NIPP order
  • Patients preferred to be discharged rather than admitted into “prison” matching the ED goal.

Unresolved Issues

  • RN’s not ordering pain meds with NIPP
  • PCA is not being used by all physicians
  • Healthcare providers misunderstanding sickle cell patients
  • Time to PCA set-up

Future Directions

1.Use NIPP approved for SCD Pain Crisis Including Pain Medication (essentially 0% use previous to 2018)

2.Decrease Door to Drug Time. Goal of 30 minutes to pain med (NIPP Utilization while awaiting PCA)

3.Increase PCA use (don’t expect 100% given NIPP use may decrease need for further IV meds)

4.Decrease SCD Pt Admission rate to overall ED admission rate (40%)

5.Decrease ED LOS D/C SCD Pts to 80% of pts D/C in 240 minutes

6.Decrease ED LOS Admit SCD Pts to 80% of pts in 420 minutes

Upcoming Interventions

1.Continue work with hospital VP on educational Video – multi-specialty collaboration for RNs to increase NIPP medication order utilization and acknowledgment of SCD patients

2.TGH Infusion Center and TGH Output Med  working with ED to facilitate pathways

 

KELLY, Kilian and BAER, Roberta (USF), WILSON, Jason (TGH, USF) The Patient Perspective: Applying Medical Anthropology to the Patient Experience in the Emergency Department


 

 

 

 

 

 

 

 

 

Implementing a program like this leaflet would allow patients to enter the ED with a better understanding of what is going on around them.

Closing Remarks From Session Chair Jason W. Wilson, MD, MA, FACEP

Discussion and Q&A Led by Course Co-Designer Roberta Baer, PhD


Non Medication Approaches to Pain Management – but need focus on acute and sub-acute pain

 

Non-medication approaches to pain management are critical contributions to clinical science. This JAMA interview lays out how 11 trials will be funded based on preliminary data showing possible benefit. While this interview and these trials are important, the focus, like most pain management related research is on chronic pain. Our work (foam rollers, movement, and TENS units) is beginning to focus on pain in the ED – a population most researchers have traditionally shied away from when testing non-medication analgesic approaches. 

 

Proud to be an #NBA Fan, a league that knows #BlackLivesMatter

#SacramentoKings

The Sacramento Kings leadership and ownership groups have remained patient while #blacklivesmatter and other concerned citizens do the right thing and voice their anger in response to violence and asymmetrical power of law enforcement.

Do these guys seem angry? If I shoot your loved one in the head, you are not going to peacefully protest in response…

there comes a time when the sidelines start to look a lot like the bench player for one of the teams…

Music Improves Exercise Performance

It’s not just me….

“At least on a small scale, this study provides some evidence that music may help serve as an extra tool to help motivate someone to exercise more, which is critical to heart health,” Shami said in a conference statement.”

Statistically significant 10% improvement in exercise time and non-statistically significant 13% improvement in energy output.

NEW NOAC GUIDELINES!

The European Heart Rhythm Association has published an updated set of NOAC guidelines. When these guidelines were first published 2 years ago, they were really the most in-depth set of recommendations out there and went places that the FDA was too afraid to go (i.e actual advice!). Common questions are addressed – NOAC selection, drug-drug interactions, levels, renal function, time off of NOAC for procedure, reversal (adnexanet even gets an appearance now along with Idarucizumab!). You may not agree with all of these suggestions but they are at least a great starting place.

The full set of guidelines from EHRA 2018 are available but the best part of the guidelines are the tables and figures which appear below!

USF EM Grand Rounds Group Project Research Day 3/21/18 9-12

Wednesday March 21, 2018 is Emergency Medicine Grand Rounds Research Day! 

RESIDENCY/GRAND ROUNDS GROUPS

DerrPE

Should the current D-Dimer cut off (500 ng/mL) be adjusted by trimester for pregnant patients? 

PeredyTox

What are the current patterns of naloxone utilization?

 

ThomasCrit Care

Does one episode of hypotension predict increased mortality during the hospital course?

SemmonsEMS

Do prehospital agencies utilize chemical restraint compared to physical restraints at similar rates to Emergency Medicine Physicians?

Orban/Zachariah Health Care Policy
https://www.hcup-us.ahrq.gov/db/nation/neds/nedsdbdocumentation.jsp
NEDS DATABASE
https://www.hcup-us.ahrq.gov/nedsoverview.jsp
Lauren CassellFranklin Poff

Byron Markel

Zain Tariq

Kristin Schumann

Maram Bishawi

Adam Barnathan

Jibran KhanJack McGeachy

Austen CHristen

NIta AvrithDarbi Cox

Eric Shamas

Clay Ritchey

Dan Ryczek

Andrew Smith

Kyle FriezStephanie Tershakovec

Megan Tyler

Alicia Nassar

Jacob Stritch

Christian JeannotMike Butterfield

Matt Beattie

Diego Riveros

Will Pearce

Dominic DiDomenico

Jeff Hoida

Josiah Hill

Zach Terwilliger

Guidelines for Designing a Clinical Study Protocol

Retrospective Chart Review Protocol

Chart Review Study Protocol Template

Undercommunication in the ED

I have been guilty of under communicating in the ED – we are busy and we want to move on to the next patient. However, graduate student Seiichi Villalona and PGY-3 Christian Jeanot, MD, along with undergraduate Mery Yunez Yucosa have all been working to demonstrate the value of professional video translation services in the ED.

Seiichi has concentrated on showing how issues of undercommuniqation also lead to issues of healthcare autonomy and link to the important concept of healthcare deservingness.

A short but important viewpoint article from Emergency Medicine physician Breen Taira, MD, MPH appears in JAMA today echoing these themes related to undercommuniqation. Her article is at this link and below. 

For what it is worth, we now have an enterprise license for the Cyracom Video Intrepreation Application for use during clinical encounters. If you want to use this service – please see the last TGH/TEAMHealth Weekly Update.

Breena R. Taira, MD, MPH, CPH

Department of Emergency Medicine, Olive View–UCLA Medical Center, Sylmar, California. ([email protected]).

It was my first day of clinical rotations as a third-year medical student. We entered a small room in the emer- gency department to see a frightened woman with acute cholecystitis. One physician asked her how she was feel- ing, but after another physician said “Spanish-speaking only,” the first physician stopped speaking and instead approached the bedside and began to push on her ab- domen. “¿Dolor? ¿Dolor?” he asked. When the patient gri- maced, the first physician, apparently satisfied with his evaluation, turned and led the team out of the room. No explanation was offered to the patient. I hesitated, hop- ing to explain, or perhaps comfort her, but this elicited a stern look. “Hurry up—the OR starts in 20 minutes!” This was my introduction to a medical culture that nor- malizes undercommunication with patients of limited English proficiency.

Undercommunication potentially affects large num- bers of patients. According to the 2011 American Com- munities Survey, more than 60 million people in the United States speak a language at home other than English, and of those, 42% report that they speak English less than “very well.”1 Although regional variation in the frequency of encounters with patients of limited English proficiency is to be expected, in cities such as Los Angeles, it is the norm, not the exception.

As a physician in a large institution, I am well aware that patients will typically encounter multiple physicians, nurses, and other staff members before I meet them. And yet, too frequently when I meet the patient, the preferred language has not yet been identified. I saw a patient referred for “continuous crying.” I was told that the patient was nonverbal, and that the plan was to ad- mit to the medicine service to “rule out acute coronary syndrome.” When I took over care, the patient had been in the emergency department all day. I noted the eth- nicity of the name and recognized that—as it hap- pened—I might know the patient’s language. So I asked in that language how the patient was feeling. To every- one’s surprise, the patient answered appropriately. When asked the reason for crying, the patient described foot pain. On examination, the patient had a large sore on the heel. All day, without an interpreter, the patient had not been able to tell anyone the source of pain or receive treatment, let alone explain what had happened. After obtaining additional history with the help of a video- based interpreter, the cardiac workup was aborted, and the patient received appropriate wound care and pain control.

This is surely an extreme case, but it demonstrates that undercommunication may be accepted as the norm when caring for patients with limited English profi- ciency. A more typical, and more insidious, scenario goes like this: a clinician who speaks a bit of Spanish tries to muddle through an interview with a Spanish-speaking patient without an interpreter. The clinician leaves the room satisfied—she has, after all, figured out that the pa- tient’s ankle, knee, and elbow have been injured, which has enabled the ordering of every one of the appropri- ate radiographic images. The fact that the injuries re- sulted from an episode of domestic violence, however, remains undiscovered, and the patient remains in dan- ger. The implications of compromised communication on health outcomes are not immediately apparent, so “muddling through” visits with patients with limited English proficiency becomes an ingrained and ac- cepted practice pattern.

Patients with limited English proficiency achieve less symptom control than those who are English proficient,2 are subject to more liberal use of testing,3 and have higher rates of unplanned revisits to the emergency depart- ment after hospital discharge.4 As a protection against in- adequate care, federal law requires language assistance for such patients. Title VI of the 1964 US Civil Rights Act bans discrimination based on race, color, or national ori- gin, which is interpreted to include those with limited English proficiency, and allows forfederal funds to be with- held if discrimination is found.5 All health care facilities that receive federal money must provide language assis- tance to patients with limited English proficiency.

Lack of knowledge and enforcement perpetuate un- dercommunication. Even when available, language as- sistance is underutilized.6 Although clinicians may agree in theory that clear communication is paramount, true 2-directional communication takes time, and clinicians may accept undercommunication as a trade-off in the name of efficiency.7 They may use their own nonfluent language skills, even while knowing that the patient might not completely understand them. Patients strain to express themselves in broken English, and clinicians use their 20-word Spanish vocabulary, while video in- terpreter machines remain unused in a back hallway. Poor communication facilitates the persistence of health disparities on a population level

Addressing undercommunication is a matter not only of social justice, but also of patient safety and qual- ity of care. Proposed solutions should focus on chang- ing the decision architecture: how to make it easier for clinicians to do the right thing. Hospital systems and medical offices should support clinicians in their use of language assistance. At registration, the patient’s pref- erence for language assistance should be identified and prominently displayed in the medical record. Language assistance should be readily available and easy to use. Each patient room should have a phone with the inter- preter line on speed dial. If internet-based video inter- preter machines are used, the health care facility should assure sufficient internet capacity to minimize wait times and dropped calls. Health care organizations should proactively moni- tor quality indicators for the care of patients with limited English pro- ficiency and improve their communications systems when deficien- cies are found.

Placing language assistance directly at the disposal of the pa- tient is a complementary approach. A language advocate can visit hospitalized patients with limited English efficiency to teach about the right to language assistance and how to dial an interpreter.9 Elimi- nating the clinician’s role in the decision to involve an interpreter can improve communication and promote patient autonomy.

Access to a clinician who speaks the same language as the pa-tient may also improve care and health outcomes.10 Standards, training, and credentialing for the use of languages other than English by clinicians, however, should be implemented to assure compe- tence, just as they are for physicians who perform invasive proce- dures. Clear and 2-directional communication with patients with lim- ited English proficiency should be the rule, not the exception.

Published Online: March 19, 2018. doi:10.1001/jamainternmed.2018.0373

Additional Contributions: I would like to acknowledge Jerome Hoffman, MD, Professor Emeritus, UCLA Department of Emergency Medicine, for his input on this article. Dr Hoffman was not compensated for his input.

REFERENCES

  1. Ryan C. Language Use in the United States: 2011. 2013. https://www.census.gov/prod/2013pubs/acs-22.pdf. Accessed January 24, 2018.
  2. Chan A, Woodruff RK. Comparison of palliative care needs of English- and non-English-speaking patients. J Palliat Care. 1999;15(1):26-30.
  3. Hampers LC, McNulty JE. Professional interpreters and bilingual physicians in a pediatric emergency department: effect on resource utilization. Arch Pediatr Adolesc Med. 2002;156(11): 1108-1113.
  4. Ngai KM, Grudzen CR, Lee R, Tong VY, Richardson LD, Fernandez A. The association between limited English proficiency and unplanned emergency department revisit within 72 hours. Ann Emerg Med. 2016;68(2):213-221.
  5. Equal Employment Opportunity Program. Title VI, Prohibition Against National Origin Discrimination Affecting Limited English Proficient Persons: National Archives and Records Administration. 2004. https://www.archives.gov/eeo/laws/title-vi.html. Accessed June 7, 2017.
  6. Ramirez D, Engel KG, Tang TS. Language interpreter utilization in the emergency department setting: a clinical review. J Health Care Poor Underserved. 2008;19(2):352-362.
  7. Diamond LC, Schenker Y, Curry L, Bradley EH, Fernandez A. Getting by: underuse of interpreters by resident physicians. J Gen Intern Med. 2009;24 (2):256-262.
  8. Karliner LS, Pérez-Stable EJ, Gregorich SE. Convenient access to professional interpreters inthe hospital decreases readmission rates and estimated hospital expenditures for patients with limited English proficiency. Med Care. 2017;55(3): 199-206.
  9. Basu G, Costa VP, Jain P. Clinicians’ obligations to use qualified medical interpreters when caring for patients with limited English proficiency. AMA J Ethics. 2017;19(3):245-252.
  10. Parker MM, Fernández A, Moffet HH, Grant RW,

Torreblanca A, Karter AJ. Association of patient-physician language concordance and

glycemic control for limited-English proficiency Latinos with type 2 diabetes. JAMA Intern Med. 2017;177(3):380-387.