Whiteboards 

A Simple Way to Improve the Patient Experience

For an effective, low-cost way to improve the patient experience and boost satisfaction scores,[1] look no further than a whiteboard. A whiteboard in the patient's room is an anchor point, full of essential details to keep them informed and engaged throughout their stay.

Engagement is a big deal. Getting patients involved in their care leads to independence and empowerment.[2] Engaged patients are better at self-care and following treatment plans.[3] When they become an active partner, patients are readmitted to the hospital less and their outcomes improve.[4],[8]

An Evidence-Based Anchor Point

It seems odd that a patient wouldn’t know their doctor's name. But in post-discharge surveys, up to 75% can't name a single doctor who cared for them.[5],[6] With a whiteboard, this improves significantly.

Hospitals are disorienting. It’s hard to keep track of everything with changing shifts and multiple specialists. Plus, pain and medication can create barriers to understanding. If you provide patients with an anchor point, you can make a big difference.

Communication Guides Patients Through the Hospital Journey

Not having to recall details can be a tremendous relief. When surveyed, over 95% of patients say having a whiteboard in their room is helpful and they read it often.[4]

Information on the whiteboard should include:

• The current date

• The names of the people on the care team

• The rounding schedule

• Scheduled treatment and medication times

• When pain medication will be available

Get the Most Out of Whiteboards

The nurse shouldn’t be the only person who uses the whiteboard. For the best results, encourage active participation by the patient. Active participation in whiteboard use leads to higher engagement scores, bringing many benefits.[7]

To involve patients in whiteboard communication:

1. Explain its purpose.

2. Record the patient’s questions on the whiteboard.

3. Use the whiteboard for education and supplement it with pen-and-paper instructions.[8] Provide printed materials to extend bedside education. Knowing they will have a reliable reference at home helps patients feel secure. 

4. Ask what else the patient would like on the whiteboard. Is there information you may not have considered that would be helpful?

A whiteboard can enhance other practices. Try using it to engage patients when answering questions during multidisciplinary rounds.[9]

Structure use but consider adjusting the structure based on the specific unit’s needs.[10] In a surgical unit or emergency room, care focuses on one condition. In medical units and ICUs, it is more beneficial to use whiteboards to keep track of multiple goals and specialists and to aid team communication.

When used well, a whiteboard becomes a cost-effective guide. Increased satisfaction is only one of the potential benefits.

References:

[1] Goyal AA, Tur K, Mann J, Townsend W, Flanders SA, Chopra V. Do bedside visual tools improve patient and caregiver satisfaction? A systematic review of the literature. J Hosp Med. 2017;12(11):930-936. doi:10.12788/jhm.2871

[2] Bombard Y, Baker GR, Orlando E, et al. Engaging patients to improve quality of care: a systematic review. Implement Sci. 2018;13(1). doi:10.1186/s13012-018-0784-z

[3] Marzban S, Najafi M, Agolli A, Ashrafi E. Impact of patient engagement on healthcare quality: A scoping review. J Patient Exp. 2022;9:23743735221125440. doi:10.1177/23743735221125439

[4] Guide to Patient and Family Engagement in Hospital Quality and Safety. Content last reviewed March 2023. Agency for Healthcare Research and Quality, Accessed September 14, 2023 https://www.ahrq.gov/patient-safety/patients-families/engagingfamilies/index.html

[5] Parsons SR, Hughes AJ, Friedman ND. “Please don’t call me Mister”: patient preferences of how they are addressed and their knowledge of their treating medical team in an Australian hospital. BMJ Open. 2016;6(1):e008473. doi:10.1136/bmjopen-2015-008473

[6] Arora VM, Schaninger C, D’Arcy M, et al. Improving inpatients’ identification of their doctors: use of FACE cards. Jt Comm J Qual Patient Saf. 2009;35(12):613-619. doi:10.1016/s1553-7250(09)35086-2

[7] Trojano ML, Rucker G, McGillen B. Using standardized whiteboards to improve patient engagement. J Patient Exp. 2022;9:23743735221103030. doi:10.1177/23743735221103030

[8] Townshend R, Grondin C, Gupta A, Al-Khafaji J. Assessment of patient retention of inpatient care information post-hospitalization. Jt Comm J Qual Patient Saf. 2023;49(2):70-78. doi:10.1016/j.jcjq.2022.11.002

[9] Poulsen H, Wolderslund M, Iversen ED, Clemensen J, Ammentorp J, Kofoed PE. Patient Care Boards - A tool to promote patient participation during hospital ward rounds. PEC Innov. 2023;2(100150):100150. doi:10.1016/j.pecinn.2023.100150

[10] Singh S, Fletcher KE, Pandl GJ, et al. It’s the writing on the wall: Whiteboards improve inpatient satisfaction with provider communication. Am J Med Qual. 2011;26(2):127-131. doi:10.1177/1062860610376088