Patient Experience December 2017 Nancy Brown BSN, RN, MNSc SVP / CNO

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Presentation transcript:

Patient Experience December 2017 Nancy Brown BSN, RN, MNSc SVP / CNO Bryan Williams DNP, MBA, RN, NE-BC VP Patient Care Services & CNO December LDI

Patient Experience Good to Great 3W- Sept/Oct 2017 HCAHPS

Good to Great 3W- Sept/Oct 2017 Goal: Elevate consistency and skills related to Nurse Leader Rounding (NLR), Bedside Shift Report℠ and communication boards. Continue to elevate accountability by providing concise feedback utilizing the Support-Coach-Support model. Teresa Lambert MBA, BSN, RN, OCN Clinical Director Barbara Erby-Ellis, BSN NM 3W Ortho/Neuro

Good to Great 3W- Sept/Oct 2017 The Team

Good to Great 3W- Sept/Oct 2017 Performance Measures Call light reports Individual question and domain reports (Top Box) Rounding report

Good to Great 3W- Sept/Oct 2017 Patient Experience Outcomes

Good to Great 3W- Sept/Oct 2017 Patient Experience Outcomes

North Overall HCAHPS Top box results (Oct-Dec Open) Percentile Rank results (Oct-Dec Open)

Morrilton Overall HCAHPS Top box results (Oct-Dec Open) Percentile Rank results (Oct-Dec Open)

Infirmary Overall HCAHPS Top box results (Oct-Dec Open) Percentile Rank results (Oct-Dec Open)

St. Vincent Hot Springs Overall HCAHPS Top box results (Oct-Dec Open) Percentile Rank results (Oct-Dec Open)