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A Team Approach to Improve Patient Satisfaction on 6 East

Published byElwin Warren Modified over 6 years ago

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Presentation on theme: "A Team Approach to Improve Patient Satisfaction on 6 East"— Presentation transcript:

1 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

2 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

3 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

4 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

5 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

6 Target: 75%

7 Target: 75%

8 Target: 75%

9 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

10 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

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