Family Experiences in Patient Transfers

In my hospital-based, internal medicine practice, I see a broad spectrum of patients that range in age and acuity levels who suffer from a wide variety of disease processes. Communication between medical staff and family and friends is vital, especially so with critically ill patients. For family members, nothing is more stressful than watching and waiting while a loved one hovers near death.

When the need arises to transfer a patient to a higher level of care, the decision should be strategic on the part of the physician. His decision should add confidence to the family, rather than reflect failure on the part of the hospital team. It takes an intelligent and resourceful physician to use the transfer process as an effective tool, just as he would use any other medication or intervention. Communication with the family should emphasize this point.

The transfer center can play a crucial role in assuring that not only the provider, but also the family has a satisfying, and even rewarding, transfer experience. Minimizing delays can help family members feel more personally attended to. Similarly, forging strong alliances with accepting physicians can improve willingness.

Some transfer centers even speak with a representative of the family directly over the phone to explain what will happen in the transfer process (e.g. where to go, how to find the patient, etc.), and take time to complement the transferring physician and staff. Lastly, a number of physicians also take the time to speak directly with the family to manage expectations, and to start building the relationship prior to discharging the patient.

The bottom line is that transfers are, by nature, stressful situations where communication and more sensitive care can go a long way to improve the quality and experience for family members. By doing so, transfer center directors can better manage expectations, avoid confusion, decrease potential litigation situations, and provide truly enhanced customer service.