Perceptions of Quality Care How patients view their surroundings

 A busy GI Lab with a high patient turn over rate  The area is small with very little storage  Procedure and recovery room turnover includes cleaning of equipment and stretchers, but the soiled linen and garbage bags fill to maximum capacity The Challenge

What does the patient see?

Perception = Quality “Patients view cleanliness as a marker of safety and quality” (Kehoe,2013)

Surveys and comments How do we know what the patients are thinking?

Our last survey scores were our lowest for the quarter

 Procedures running behind schedule  Not enough time between cases  Emergencies  Not part of their routine  Other duties to perform  Immune to the appearance Why does staff let this continue?

 Time constraints  Space in dirty utility room  Staff compliance  Staff ownership Barriers

 Educate staff- let staff know what the patient sees and that it reflects poorly on the department and the care that we give  Facilitate bag changes-place several bags in receptacle at once making changes easier and faster  Environmental services to increase rounds for garbage and linen pick up through the day  Self governance-engage staff Action Plan

 Department coordinator  Shared governance committee  Environmental services  All staff Team Members

 Improved survey scores  Staff is engaged  Department remains tidy even during heavy patient turn over  Positive patient comments on the facility Goals

Kehoe, B. (2013). Keeping score on cleanliness. Health Facilities Management, Bibliography