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Team Membership 6 East Staff Michelle Watts Elaine Urgel Barbara Rumick Rose Lach Peggy Downing

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

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Team Membership 6 East Staff Michelle Watts Elaine Urgel Barbara Rumick Rose Lach Peggy Downing

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  1. 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

  2. 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 3: Management Style Force 5: Professional Model of Care Force 6: Quality of Care Force 11: Nurses as Teachers Force 12: Image of Nursing Force 13: Interdisciplinary Relationships Confidential: Quality Improvement Material

  3. \ 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 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 Confidential: Quality Improvement Material

  4. Solutions Implemented Confidential: Quality Improvement Material

  5. Solutions Implemented Confidential: Quality Improvement Material

  6. Target: 75%

  7. Target: 75%

  8. Target: 75%

  9. 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

  10. 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

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