1. Overall Patient Care Experience at Kaiser Permanente Baldwin Park.
Implementation of an Innovative Medication Side Effect Bundle and Interactive Patient Care (IPC) Improves
Overall Patient Care Experience at
Kaiser Permanente Baldwin Park.
Authors: RN- Pharmacy Committee: Dahlene A. Martin-Lovelace RN DOE, David Cheng PHd, Carol Nugyen RN, Tuyet Gwardys RN, Nancy Sakai RN, Amy Rubio RN, Michelle Martinez RN, Jun Guarin RN, Carlo Tinio RN, Elizabeth Moreno RN, Feli Tang RN, Rolando Soriano RN, Katherine Rodriguez,
Georgina Garcia RN Senior VP-Area Manager; Editor: Carol L. Howland RN CNE
RESULTS
CMS star rating scales were used to measure improvement as a result of patient care experience scores.  The star rating ranges from 1 to 5. Improvement was noted during Quarter 2 of 2016 and has been sustained through the middle of Quarter 4.
PROCESS
RESULTS
Kaiser Permanente Baldwin Park (KPBP) Medical Center has been charged with improving overall patient care experience by focusing on medication side effects education. The implementation of an innovative Medication Side Effect Bundle (MSEB) incorporating verbal and written educational tools and an Interactive Patient Care (IPC) video education system has resulted in a unique best practice bundle.  This bundle has resulted in sustainable improved patient care experience resultsA multidisciplinary committee consisting of eleven RN’s, representatives from each clinical department participating, a Pharmacist, an RN Clinical Informatics Specialist, an Education Director, and a Project Manager.  Patient input was also elicited. The team created a unique educational bundle incorporating educational material and video education. Color coded folders and an aesthetically pleasing “Do Not Disturb” doorknob tag were used to reinforce time with patients. To sustain the practice, the team created a peer-assessment tool for ongoing monitoring and coaching.
PURPOSE
CONCLUSION
The purpose of this project has been to create an innovative approach to improve patient care experience results which is sustainable. The target population includes: adult patients in the acute care inpatient setting. Patient care units surveyed include: Med/Surg/Tele Units - 5 West, 5 East, 4 West, 4 East, 2E, Critical Care Unit, Step Down Unit, Labor and Delivery, and Postpartum. NICU and Perioperative patients are excluded from this survey.
Patient experience scores are believed to be associated with improved quality of care, and favorable patient outcomes. Bundling of best practices, engaging patients and staff prove key factors in improving CMS star rating.
Incorporating manager, charge nurse-patient rounding sustains practice.
FUTURE PLANS
Future plans include incorporating manager, charge nurse-patient rounding to sustains practice, and monthly peer to peer review with feedback.