1. Patient Personalization Poster Orange County Kaiser Permanente
“GETTING TO KNOW YOU”
Patient Personalization Poster
Orange County Kaiser Permanente
Anaheim Medical Center - DOU
PURPOSE
RESULTS
To improve the patient care experience through enhanced nurse communication with patients and families in the DOU, by ensuring nurses know something more about the patient than what is in the chart.
To enable patients/families to share their desired level of personal information with their caregivers. This improves caregivers’ knowledge of each patient as a unique individual and facilitates more personalized care delivery. It fosters relationship building towards shifting the focus from the “patient” to the “person.”
To establish meaningful relationships between caregivers and patients/families to help us live our OC PROMISE BEHAVIORS, by relating to the “person” not just the “patient.” Lack of knowledge about patients beyond their clinical status puts distance between nurse and patient, and may harm the care experience.
To build caregiver empathy through relationship building.
To improve the Definitive Observation Unit (DOU) Nurse Communication scores from below the CMS 75th percentile between January and April 2016 and from 60% in June 2016 to the 75-90th percentile by the end of 2016.
CONCLUSION
In 2015, the average rating for Nurse Communication in the DOU was 76%. The Patient Personalization Poster was piloted in the DOU between July and August In June 2016, prior to the pilot, the Nurse Communication rating was 60%. There was a significant increase of 23-36% in the N.C. scores between July and December At the end of 2016, the average rating for Nurse Communication in the DOU was 83%, a 7% increase over 2015.
Shorter lengths of stay, higher patient acuity and increasing productivity pressures may increase the likelihood that frontline caregivers define patients by their conditions as opposed to viewing them as unique individuals.
Patient Personalization Posters provide caregivers with personal information about their patients, which can help facilitate patient-caregiver connections, beyond the clinical state of the patient.
FUTURE PLANS
Continue to use Poster as part of the strategies to improve and sustain Nurse Communication results.
Share data with staff and reiterate the purpose of the Patient Personalization Poster
Managers to utilize an audit tool with nurses to monitor use of the poster.
Obtain feedback from staff on its use.
Share with other inpatient units experiencing low Nurse Communication scores
Careen Campbell
(So. California/Anaheim)