1. Poster Print Size: This poster template is 36” high by 48” wide. It can be used to print any poster with a 3:4 aspect ratio. Placeholders: The various elements included in this poster are ones we often see in medical, research, and scientific posters. Feel free to edit, move, add, and delete items, or change the layout to suit your needs. Always check with your conference organizer for specific requirements. Image Quality: You can place digital photos or logo art in your poster file by selecting the Insert, Picture command, or by using standard copy & paste. For best results, all graphic elements should be at least 150-200 pixels per inch in their final printed size. For instance, a 1600 x 1200 pixel photo will usually look fine up to 8“- 10” wide on your printed poster. To preview the print quality of images, select a magnification of 100% when previewing your poster. This will give you a good idea of what it will look like in print. If you are laying out a large poster and using half-scale dimensions, be sure to preview your graphics at 200% to see them at their final printed size. Please note that graphics from websites (such as the logo on your hospital's or university's home page) will only be 72dpi and not suitable for printing. [This sidebar area does not print.] Change Color Theme: This template is designed to use the built-in color themes in the newer versions of PowerPoint. To change the color theme, select the Design tab, then select the Colors drop-down list. The default color theme for this template is “Office”, so you can always return to that after trying some of the alternatives. Printing Your Poster: Once your poster file is ready, visit www.genigraphics.com to order a high-quality, affordable poster print. Every order receives a free design review and we can deliver as fast as next business day within the US and Canada. Genigraphics® has been producing output from PowerPoint® longer than anyone in the industry; dating back to when we helped Microsoft® design the PowerPoint® software. US and Canada: 1-800-790-4001 Email: info@genigraphics.com [This sidebar area does not print.] Improvement of Patients’ Experience in Urgent Care Unit (UCU) Abdulqadir Nashwan1, Deena-Raiza Asaari, Michel Harkous, Hope-love Gutierrez, Sahar Maksoud, Lincy Andrews, Sasirekha Prrabhakaran, Jency John, Anu Varghese 1. Abdulqadir Jeprel Nashwan, Head Nurse – Urgent Care Unit National Center for Cancer Care & Research (NCCCR) – Hamad Medical Corporation Email: anashwan@hmc.org.qaanashwan@hmc.org.qa Website: http://ncccr.hamad.qa/en/index.aspxhttp://ncccr.hamad.qa/en/index.aspx Phone: 66473549 Contact Project Description: “Patients First” is a core value of National Center for Cancer Care & Research (NCCCR). We are keening to provide outstanding and compassionate care and service, by meeting our patients’ needs and exceeding their expectations. Improvement of patients’ experience in Urgent Care Unit (UCU) is a five-month project. The aim of this project was to improve patients’ experience by implementing a new valid, reliable and applicable (GUIDE) tool. Pre- and post-surveys were conducted to ensure measurable outcomes. We succeed to improve overall patient satisfaction from 79% to 91%. For other items; the improvement ranged from 6% - 21%. Abstract Introduction Firstly, the survey was formulated that addressed on the patient experience of care that is tailored in the unit including the following main items. The team involved in the project utilized focus group discussion to review the questionnaires to test for validity. Moreover, the questionnaires were test for reliability using Cronbach’s Alpha, the result of the test was alpha=0.91 that indicates excellent internal consistency of the questionnaire made. To address the diversity of culture of our patients noting that each and everyone are unique with their own culture and language. The team identifies three languages that are very common among our patients, which are English, Arabic and Hindi. Then, the questionnaires were translated to different languages by experience and proficient staff of their own language. Moreover, the team utilizes simple term in the questionnaire and Likert scale to measure the response of the patients. Secondly, the team assigned nursing staff to conduct the survey. The staff who assigned for data gathering were identified and considered to be given enough time for around one month period. The staff had duty on different shifts to cover most of the patients visiting the UCU with different timing (we believe that timing is an essential factor might affect patient’s experience). The patient and relatives were given questionnaires appropriately by their language preference as to understand each of the items of questions very well. Moreover, the staff assigned explains the purpose of the survey to the patient and family relatives to seek for their voluntary participation in the survey. And more importantly, the staff ensures the confidentiality of the information provided and that the responses will be utilized for quality improvement purposes only. After the 1-month period, all surveys have been analyzed carefully after data coding and cleaning. Patients in the survey elaborated feedbacks on the services and patient care experiences in UCU. Accordingly, GUIDE tool was developed by the head nurse to improve the above mentioned results. Implementation Excellent patient’s experience rendered in the hospital is highly associated with improved patient’s outcome on the quality of provide care by healthcare professionals and support services. The improved patients’ experience of care is essential because of the uniqueness of the patient and each person experiences varies from person to person and their condition are different and its impact on their life. Most of the patients, actively participates in the survey together with their family relatives in which they felt valued as their opinions and needs are heard. Moreover, the patients feel the sense of individuality of having to acknowledge their own language preferences as to comprehend the questions thoroughly and respect their treatment of choice. Healthcare professionals who acknowledge the individuality of the patient are valued and approached often during the patient encounters. Discussion The aim of the five-months project was to improve patients’ experience in urgent care unit at the National Center for Cancer Care & Research (NCCCR) by implementing a new valid, reliable and applicable (GUIDE) tool. Pre- and post-surveys were conducted to ensure measurable outcomes. We succeed to improve overall patient satisfaction from 79% to 91%. For other items; the improvement ranged from 6% - 21%. Conclusions In UCU 3-year strategic plan which has been launched earlier in January 2014; improvement of patients’ experience is identified as a top priority for first- year goals. The aim of this project is firstly; development of a valid and reliable survey to measure Oncology/Hematology patients and families experience with care in UCU; Secondly, development of a valid, reliable and applicable tool to improve their experience in UCU. Randomly, all patients that have come to the unit last March 2014 were able to participate voluntarily in the survey. The indicator is; by the end of 2014; Patients’ rating of the overall nursing services they received in the UCU as 85% complete satisfaction Before starting the improvement process; a survey has been conducted to measure the baseline for patients’ satisfaction with nursing care in UCU. Based on the survey, 66% were completely satisfied with the overall services in Urgent Care Unit including other disciplines. On the nursing care services, 79% were completely satisfied in the overall nursing care services provided. However, the two items that had the lowest mark on the survey were the nurse self-introduction and the unit orientation by the nurse, which is 62% and 47% respectively. Table 1. List of Project Team Members Chart 1. Evidence of Improvement after implementation of GUIDE Tool by UCU nurses NameRole Abdulqadir Jeprel NashwanProject Team Leader Deena Raiza Ammang AsaariProject Coordinator Michel HarkousAdministrative Support Hope-love Guintu GutierrezTeam Member Sahar Saadani A. MaksoudTeam Member Lincy AndrewsTeam Member Sasirekha M.PrrabhakaranTeam Member Jency Ninan JohnTeam Member Anu VargheseTeam Member Survey Item Baseline Survey – March (N= 85) Post-Survey – August (N= 85) Improvement Overall rating of UCU services66%78%12% Overall rating of UCU nursing services79%92%13% Nurse self-introduction62%73%11% Level of care provided by the nurse73%85%12% Waiting time to be seen by the nurse73%86%13% Explanation of procedures or services provided72%86%14% Nurse responsiveness to call80%92%12% Nurse responsiveness to questions76%85%9% Privacy respect level by the nurse85%91%6% Nurse orient me to the unit47%68%21% reetndersandntroduceiscussxplain