Good Call Action Series

Good Call Action Series: An Interdisciplinary Opportunity to Improve the Call Experience

Island Health’s Physician Quality Improvement (PQI) and Strategic Continuous Quality Improvement teams partnered on several engagement activities with Medical Staff, Nurses, Support Staff, and Allied Health team members to explore the factors that influence the interdisciplinary experience of making, receiving, and responding to calls about patient care. The factors identified were themed as: Communication, Relationships/Trust, Culture, Process, and Situation/Environment.

An Action Series model was chosen to create an opportunity for local-level quality improvement on the call experience. Over five modules, teams explore the impact of systems and human factor thinking, understand team roles, use tools to support communication in clinical scenarios and team communications, identify and implement high impact-low effort processes to enhance the experience of making, receiving and responding to calls about patient care, and explore how the team will continue to lead change for improvement in their area. The Good Call Action Series content was designed locally with our context in mind by over 40 people from 21 different work areas across Island Health, with Rural and Urban representation.

Registration is now open for teams to participate February 5^th to June 9^th, 2024

To sign up or learn more, complete the short Good Call Action Series Expression of Interest form or email PQI@IslandHealth.ca or Julia.Porter@IslandHealth.ca.

Action Series Highlights:

Flexible time commitment, up to 6 hours spread over 5 months. Approximately 10-20 minutes of videos and 45 minutes of team activities per month. Videos and activities can be done in as little as 5-10 minute segments. (Up to 6 hours of sessional payments at the JCC rate is available for physicians)
Learn tools and techniques your team can try right away for grassroots level change to improve the experience of the people making, receiving and responding to calls about patient care in your area
Participate in teams of 3-7 – Must include at least two different roles (e.g. Physicians/NPs, Nurses, NUAs/Unit Clerks/MOAs, Allied Health, etc.); can be between physician groups or interdisciplinary teams

Example team compositions:

1 RN, 1 LPN, 1 NUA & 1 Physician
2 NPs, 1 Clerk, 1 PT & 1 LPN
3 ERPs & 3 Surgeons
2 Physicians, 2 RNs & 1 RT

Deadline to sign up is January 21^st, 2024

Check out our 2½ minute Good Call Action Series Recruitment video, the Frequently Asked Questions, and the Recruitment One-Pager for more information.

Interested in getting more details? Watch the Orientation Video, which includes information on how Good Call was created, as well as details on how the action series works and how to fit the activities into already busy days.

Want to join but aren’t sure about building a team? We recommend asking two friends you work with to try it with you! Ideally, ask at least one person in a different role who is also involved in making, receiving or responding to calls about patient care (e.g. Nurse, Physician, NUA/Unit Clerk, Allied Health staff). For more information, please check out this short video on the Top Three Questions about Building an Action Series Team.