Document Type
Article
Publication Date
9-1-2012
Abstract
Objective: To describe experiences of uncertainty and management strategies for staff working with families in a hospital waiting room. Setting: A 288-bed nonprofit community hospital in a Midwestern city. Methods: Data were collected during individual, semi structured interviews with 3 volunteers, 3 technical staff members, and 1 circulating nurse (n=7), and during 40 hours of observation in a surgical waiting room. Interview transcripts were analyzed using constant comparative techniques. Results: The surgical waiting room represents the intersection of several sources of uncertainty that families experience. Findings also illustrate the ways in which staff manage the uncertainty of families in the waiting room by communicating support. Conclusions: Staff in surgical waiting rooms are responsible for managing family members uncertainty related to insufficient information. Practically this study provided some evidence that staff are expected to help manage the uncertainty that is typical in a surgical waiting room, further highlighting the important role of communicating in improving family members experiences.
Published In
Reprinted from The Permanente Journal, 16 (4), AM Stone and JC Lammers, "The Uncertainty Room: Strategies for Managing Uncertainty in a Surgical Waiting Room," 27-30 (2012), with permission from The Permanente Press. www.thepermanentejournal.org
Publication Title
The Permanente Journal
ISSN
1552-5767
DOI
http://dx.doi.org/10.7812/TPP/12-028