Transcript the 6 East staff has successfully improved patient satisfaction

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
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
Force
Force
Force
Force
Force
3: Management Style
5: Professional Model of Care
6: Quality of Care
11: Nurses as Teachers
12: Image of Nursing
13: Interdisciplinary Relationships
Confidential: Quality Improvement Material
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
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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
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Solutions Implemented
Patient Feedback
Noise
Call Light Response
6 East Solutions
Implemented hospital-wide “Silent
Night” initiative
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
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Solutions Implemented
Patient Feedback
Cleanliness
6 East Solutions
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 East Patient Satisfaction
Would recommend hospital to family and friends
UCL = 96.04
90
80
Target: 75%
70
Mean = 67.12
60
50
40
Conf idential: For Quality Improv ement Purposes
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LCL = 38.19
6 East Patient Satisfaction
Staff explained about medications before giving them
UCL = 110.05
110
100
90
Target: 75%
80
Mean = 74.65
70
60
50
40
Conf idential: For Quality Improv ement Purposes
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LCL = 39.24
6 East Patient Satisfaction
Explained Medication Side Effects
100
UCL = 94.30
Target: 75%
80
60
Mean = 50.59
40
20
Conf idential: For Quality Improv ement Purposes
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LCL = 6.87
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
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