A Team Approach to Improve Patient Satisfaction on 6 East

Slides:



Advertisements
Similar presentations
Real Time Abstraction A Multidisciplinary Approach
Advertisements

Patient Satisfaction Sharon Conner MSN, RN, CMSRN Integris Health NLO.
Patient Centered Care Model The model which was drawn from NMH’s Henderson Framework for Nursing Practice proposes to provide a healing environment centered.
Acknowledgements RHH ED staff Safety and Quality Unit RHH for their participation and valuable contribution Next Steps It is envisaged over the next 12.
Hourly Rounding for Improved Patient Care
A Timely 1 st Latch for Breastfeeding Team Members Dr. John Gianopoulos, MD Pamela Allyn, RN, IBCLC Maureen Davey, RN Patricia Karczewski, RN, IBCLC Katherine.
Experience is the Best Teacher: Patient and Family Advisors at the Forefront of Provider Education Caroline Moore, MPH, Barbara Sarnoff Lee, LICSW, and.
A “Scope in Time” Saves Lives: Decreasing GI Lab Wait Times Team Members : Lynn Heicher, RN, MS, CGRN, CLNC Mary Ann Bungag, RN, BSN, CGRN Rose Lach, RN,
Effective Communication and Patient Safety Team Membership Interpreter Services Interpreter Services Patient Relations Patient Relations Quality & Patient.
Professional Advancement Model for Nurses Office of Clinical Practice & Professional Development Copyright 2009.
Quality Care Improvement Project 4D Trauma Unit Kelly Quinn RN, MS, CNS Allison Morton, RN, BSN Jignasa Pancholy, RN Holland Stephens, RN, MSN, CNL.
Modified Modular Nursing 10 West Care Delivery Model
Teamwork and Leadership. Types of Healthcare Teams Administrative Medical Emergency Hospital Patient Care Physician’s office Outpatient care.
Service Excellence: Promptness Response to Call (A Lesson in Change) TEAM MEMBERS –Debbie Casteel –Mary Morrow –All 3 NESW staff –Patients.
Delegation: An Art of Professional Practice
Presented By Sheila Lucas Ferris State University NURS 511
Resource Competency Skills in Emergency Nursing Betty Sousley, RN, BSN Ferris State University April 2013.
Effect of Structured Frequent Nursing Rounds on Patient Satisfaction, Safety, and Call Light Usage Aimee Cloyd, ASN,RN Nurse Supervisor Leisa Kelly, MS,
Agency for Healthcare Research and Quality Advancing Excellence in Health Care HCAHPS: Update for Trustees Mary Therriault RN MS Senior Director,
Maria Jessing, Clinical Improvement Manager SESLHD Trish Wills, Southern Sector Manger Clinical Practice Improvement Unit Sandra Grove A/Clinical Quality.
The Important Role of Ward Sisters / Charge Nurses in HSC Trusts Alan Corry Finn Executive Director of Nursing / Director of Primary Care & Older People’s.
DUCS and RATS INTEGRIS Health.
Whiteboards across the system
Confidential: Quality Improvement Material Case Management In a Primary Care Setting.
Richardia Gibbs-Hook Julie Walker.  Patient satisfaction surveys are one tool by which quality and safety are measured. ◦ Hospital Consumer Assessment.
Clinical Nurse Leader Impact on Microsystem Care Quality Miriam Bender PhD(c), MSN, RN, CNL National State of the Science Congress on Nursing Research.
Departments Pediatric Critical Care Pediatrics Respiratory Care Nursing Education Physician CPR Training No Physician Left Behind Project Team Josey Cavazos.
Adult Pain Assessment on the Maternity-Newborn Unit Team Membership: Christine Murphy, RN, MSN Carol Anderson, RN Rita Risatti, RN.
S.O.S. Save Our Skin Confidential: For Quality Improvement Purposes Only.
Introduction The American Nurses Association estimates that eighty percent of serious medical errors involve miscommunication between caregivers when patients.
On the CUSP: STOP BSI Improving Situational Awareness by Conducting a Morning Briefing.
On the CUSP: STOP BSI Improving Situational Awareness by Conducting a Morning Briefing.
Reduction of Nosocomial Pressure Ulcers on 5 NEW Rehabilitation Unit S ave O ur S kin Confidential: Quality Improvement Material.
1.Levoy, B. (2009). The HCAHPS satisfaction survey. Podiatry Management, 28(5), HCAHPS Survey. (2014, March 1). Retrieved April 10, Fenstemacher,
بسم الله الرحمن الرحیم.
Making It Better Planning Employee & Patient Satisfaction November 2010.
2013 BTBC – Evidence linking improvements in training to patient safety. Patrick Mitchell – Director of National Programmes Heather Murray – Assistant.
CIS 170 MART Teaching Effectively/cis170mart.com FOR MORE CLASSES VISIT HCA 375 CART Inspiring Minds/hca375cart.com FOR MORE CLASSES.
Pain Control in the Laboring Patient Dr John Gianopoulos MD Dr Ku-mie Kim MD Sandra Swanson RN MSOD Maureen Davey RNC Denise Goray RN BSN.
Using an Evidence Based Approach to Standardized CVAD Teaching for Families Carolyn Ziebert, MS, RN, PCSN-BC Carol Klingbeil, DNP, RN, CPNP-PC.
Working Together to Work Wonders. Patient Satisfaction Optimization Linda Shin, MPH Clinical Safety & Effectiveness.
Student name(s) (listed alphabetically) Senior Leadership Change Project, Fall 2015 Student name(s) (listed alphabetically) Senior Leadership Change Project,
Responding to Our Patients
Title of the Change Project
National Case Management Week
NURS 3043 ELA 5 Transition to Practice
Managing Pain and The Patients’ Perspective: A Collaborative Approach
Title of the Change Project
Implementing SBAR into Bedside Shift Report
University of Missouri Health Care Nursing Professional Practice Model
Transforming Care at the Bedside (TCAB)
MHA Immersion Pilot Project Mercy Hospital Springfield Improving Transitions of Care and Reducing Hospital Readmissions for Total Hip.
BUMP IT UP STRATEGY in NSW Public Schools
Supported Care Service
National Recognition Week for Hospital/Health System Case Managers
Prepared by: Miss Samah Ishtieh
Information Transfer – ROP Compliance
Utilizing The Joint Commission Targeted Solutions Tools: Developing and Sustaining a Fall Prevention Program Kathleen LeDoux MS,RN-BC,CPHQ Performance.
National Case Management Week October 7-13, 2018
Developing Clinic Based Case Management & Care Coordination
The Charge Nurse Role in Today’s Environment
National Recognition Week for Hospital/Health System Case Managers
COORDINATING RESOURCES IN INDIAN COUNTRY
PNEUMONIA Team Membership: Susan A . Tuzik, MS, RN
Optum’s Role in Mycare Ohio
Chapter 8: Teamwork and Leadership
Discussion Topics Addressing Immunization Challenges
Timby/Smith: Introductory Medical-Surgical Nursing, 11/e
Applying the Path-Goal Theory to Increase Intentional Hourly Rounding
National Case Management Week
Presentation transcript:

A Team Approach to Improve Patient Satisfaction on 6 East Team Membership 6 East Staff Michelle Watts Elaine Urgel Barbara Rumick Rose Lach Peggy Downing

Aim Statement The 6 East staff will use a positive team approach to respond to the needs and requests of our patients to improve patient satisfaction scores Target: Patient Satisfaction Scores for the question “Would recommend this hospital to family and friends” will be greater than 75% Applicable Magnet Forces Force 3: Management Style Force 5: Professional Model of Care Force 6: Quality of Care Force 11: Nurses as Teachers Force 12: Image of Nursing Force 13: Interdisciplinary Relationships Confidential: Quality Improvement Material

Background A review of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores for 6 East ranged from 57-66%, indicating an opportunity to improve patient satisfaction scores. The Administrative Director and staff met regularly to review scores and brainstorm potential solutions. The following issues were identified: Response time for patient call lights – fewer staff were available during shift change and staff breaks Noise due to heightened activity in hallways and nursing station Charge nurse not always available to assist staff with problem solving, admissions, and other immediate needs Need to enhance medication teaching to patients and families Concerns regarding environmental cleanliness Wait time for supplies \ Confidential: Quality Improvement Material

Solutions Implemented Patient Feedback 6 East Solutions Noise Implemented hospital-wide “Silent Night” initiative Call Light Response Call light log RN/Charge RN response to 2nd patient call Hourly rounds by staff PCT passes water with vital signs and at end of their shift Staff start times and breaks staggered Confidential: Quality Improvement Material

Solutions Implemented Patient Feedback 6 East Solutions Cleanliness Scheduled rounds with Housekeeping supervisor Patient Education Enhanced medication teaching for patients and families Charge Nurse Role Reduced patient assignment for charge nurse, so they are available as a resource to support all staff (admissions, emergencies, etc) Thank You Cards Sent notes to discharged patients and families thanking them for choosing Loyola Confidential: Quality Improvement Material

Target: 75%

Target: 75%

Target: 75%

Contributing Success Factors: Analysis Despite many challenges, (medically complex patients, leadership and staff transition, and reduction in the unit’s size), the 6 East staff has successfully improved patient satisfaction. Contributing Success Factors: A focus on teamwork Staff involvement in planning the changes Staff accountability Confidential: Quality Improvement Material

Next Steps… Continue leadership support and recognition of the strong teamwork of the 6 East staff Maintain process changes that were implemented Regularly evaluate the satisfaction scores Make adjustments to any of the processes if there are drops in the scores Focus efforts on remaining issues Call light response Assistance with toileting Manager rounds Confidential: Quality Improvement Material

Feedback: Privacy Policy Feedback
Do Not Sell My Personal Information
About project: SlidePlayer Terms of Service

© 2025 SlidePlayer.com. Inc. All rights reserved.