1. WHY DO YOU WORK HERE?

2. PATIENT ROOM ENTRY Improving Patient Satisfaction Through Our Compassionate Service

3. WHAT ARE WE DOING TODAY? Press Ganey results Observations Proper patient room entry Review of door signs Role Play!

4. PRESS GANEY RESULTS Friendliness of Person Passing Tray June 2010-August 2010 June-July: 6 out of 11 units showed significant improvement July-August: 2 out of 11 units showed significant improvement Overall: dropped from almost the 90 th percentile to lower than the 10 th percentile from June- August

5. OBSERVATIONS 3 rd and 4 th floor Positives Everyone sanitized before and after entering room Everyone knocked before entering Everyone used a friendly tone of voice

6. OBSERVATIONS 3 rd and 4 th floor Areas for Improvement Maternity- knock softly Wait for permission before opening door Verify patient’s name and birth date before serving (mm/dd/yyyy) Ask if there is anything else you can do for them SMILE!

7. STEPS FOR PROPER PATIENT ROOM ENTRY

8. BEFORE ENTERING 1.Sanitize your hands 2.Check tray for accuracy 3.Pay attention to any signs on the door, and follow instructions 4.Knock, identify yourself, wait for permission to enter, then open door

9. WHILE IN ROOM 1.Smile and greet the patient 2.Verify the patients name and birth date (mm/dd/yyyy) 3.Place tray on the bedside table 4.Adjust table to correct height and place in front of the patient 5. Remove plastic wrap and dome from tray 6. Ask the patient if everything on the tray is correct 7. Ask the patient if they would like help opening anything

10. BEFORE YOU LEAVE 1.Ask the patient if there is anything else you can do for them 2.Hosts: make sure your number is on the whiteboard and visible to patient 3. Ask the patient if they would like their door OPEN or CLOSED 4. Smile, thank the patient, and tell them to enjoy their meal 5. Exit quietly 6. Sanitize your hands

11. WHAT NOT TO DO 1.Adjust the beds or the patients themselves 2.Enter isolation rooms - hosts: follow sign directions, then enter -servers: DO NOT ENTER, take tray to nursing station 3. Enter Maternity room of a mother with a deceased infant - take tray to nursing station

12. DOOR SIGNS

13. WHAT HAVE I LEARNED TODAY? Proper way to interact with our patients What each door sign means and how to follow them Patient satisfaction and safety is very important!

14. QUESTIONS?