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Whiteboards across the system

Whiteboards across the system. A Standardized Tool for Nurse-Patient Communication and Patient-Centric Care. Mari Dee Sandra Cid RN, PCCN University of San Diego Master’s of Science in Nursing. Maria Sudak RN, MSN, CCRN NEA-BC Palomar Pomerado Health Transformation. Background.

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Whiteboards across the system

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  1. Whiteboards across the system A Standardized Tool for Nurse-Patient Communication and Patient-Centric Care Mari Dee Sandra Cid RN, PCCN University of San Diego Master’s of Science in Nursing Maria Sudak RN, MSN, CCRN NEA-BC Palomar Pomerado Health Transformation

  2. Background • Patient/ Customer Quality of care and Satisfaction is undoubtedly on the minds of hospitals and healthcare systems. • Patient satisfaction is tied to reimbursements. • One of the things that patients value is good communication. • The Joint Commission states that 65% of reported sentinel events were caused by communication errors. • In 2007, one of the National Patient Safety Goals (NPSG) declared by The Joint Commission was to engage patients in their care.

  3. PICO Question Does the use of a standardized or structured whiteboard versus a blank board result in increased nurse-patient communication and increased patient/family engagement with their care?

  4. Goals of the Project • Standardize “whiteboards” across the system • Provide a tool for better communication between caregivers and patients. • A mechanism for patient /family engagement in their care and education. • Increase patient satisfaction scores / Improve HCAHPS survey scores. • HCAHPS ( Hospital Consumer Assessment of Healthcare Providers and Systems) • A standardized survey instrument designed to produce data about patients’ perspective of care. • Publically reported data

  5. Strengths: Improve patient- centered care Improve teamwork Increase nurse/patient communication Increase patient education/engagement in their care “Shared” communication tool. Weakness: Controversy over nurses burdened with “one more task” to their responsibilities. Opportunities: Improve nurse-patient communication Increase patient participation with their care Standardization of information written on the board Increase patient satisfaction rating Improve HCAHPS scores Threats: Nurses’ compliance Whiteboards not completed due to missing markers and erasers SWOT ANALYSIS

  6. Challenges to implementing whiteboards: • Standardization across the system…”special needs” • Compliance • Privacy • Valid and accurate information • Expectations • Accountability • Patient involvement • Who’s “GOAL” is it?

  7. Strategies and Solutions to Challenges? Recruit Input - Direct care providers - Ancillary team members - Customer Advisory Panel - Leadership - Professional Practice Committee Education and communication - in-services will be provided to staff - staff awareness through “huddles” - provide “Inpatient Communication Board” handouts to the team Participation and involvement

  8. Current State….

  9. Evidence Summary • Standardized templates • Structured format = more inclusive of relevant/accurate information • Direct Care Provider accountability • Whiteboards should be placed in clear view of patients • Erasable markers should be readily available • greatest barrier

  10. Financial Projection Size of whiteboard: 24 x 36 18 x 36 for space challenges $ 110/whiteboard X 30 (# rooms/unit) = $ 3,300 approximate cost per Inpatient unit

  11. Steps taken to standardize whiteboard format,utilization and expectations: Literature reviewed / unit rounds completed to evaluate current state Template created and searched Presentation to Service Excellence work group Templates combined Unit rounds at PMC & POM to recruit end user input/feedback Suggestions incorporated into template Template to marketing for quote Recruit funding Template sent out to Directors to share with UPC’s and recruit input/feedback Visit to Mother Baby and ED to assess special needs Template taken to Community Advisory Panel for input form the “Customer” Care Delivery 1/28/2011 Clinical Leadership Committee & Professional Practice Committee 2/2011 Pilot units…30 days…any last minute revisions 3/2011 Education and Deployment 6/2011

  12. Name Nurse CNA MD Diet Vital Signs Pain Score Hearing/Visual limitations Interpreter needs Glasses Dentures Hearing Aid Intake/Output Patient Goal/Discharge Plans Case Manager Respiratory Rx Patient and Family Communication

  13. Evaluation • A post-intervention 5-questionnaire survey will be given to the patients upon discharge on the pilot units regarding usefulness of patient whiteboards. • A post-intervention audit will be conducted to check for staff compliance and identification of removable barriers at 3 and 6 months • Outcome= to increase nurse-patient communication/education and patient engagement in their care. • Increased patient satisfaction scores (Press Ganey) that reflects • nurses’ attention to patients’ special/personal needs • nurses kept patients informed. • Improve HCAHPS survey scores in 3 months post-intervention.

  14. 4 Evidence Based Standards & RBC

  15. Questions?Thoughts?Ideas?

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