The Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Department

2.50
Hdl Handle:
http://hdl.handle.net/10755/162426
Type:
Presentation
Title:
The Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Department
Abstract:
The Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Department
Conference Sponsor:Emergency Nurses Association
Conference Year:2011
Author:DeVivo, Diane, RN, DNP, MPA
P.I. Institution Name:North Shore LIJ Health System Plainview Hospital
Title:Director of Nursing Emergency Services
Contact Address:888 Old Country Road, Plainview, NY, 11803, USA
Contact Telephone:516-719-2433
[ENA Leadership Conference] Evidence-based Practice Presentation: The Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Department

Purpose: Team STEPPS a communication tool developed by the Department of Defense and the Agency for Healthcare Research and Quality (AHRQ). It is a teamwork system designed for health care professionals that is an evidence-based teamwork system designed to improve communication and teamwork skills among health care professionals. The goal being is to improve Patient Safety and utilize a total Team approach to the care of the patient.

Design: The goal of implementation of this program was to increase Patient safety through Teamwork.

Setting: Initially Team STEPPS was implemented in a teaching community hospital.

Participants: All members of the Emergency Department Patient Care Team participate in the collaborative Care Council and Team STEPPS. All members received training for this program.

Methods: After Team STEPPS training, the first initiative was Patient Satisfaction and the Team approach to patient care. The Collaborative Care Council was developed and ways to increase communication were instituted. Initiatives that were started were the Charge nurse and ED physician rounding every 6 hours, the staff giving their business cards to the patient so they know who their nurse and ED tech are. The measurement tool that is utilized is Press Ganey. The areas monitored were Likelihood to Recommend, Kept Informed about Delays, and the Staff worked together as a Team.

Results: From 2008 - 2009 there was a 2% increase in Likelihood to Recommend, a 4% increase in Kept Informed about Delays, and in 2009 the Staff worked Together as a Team reached the 99th percentile. It has also decreased our agency usage by 50% and has increased our staff to date with only 1.5 open FTE's vacant.
The team approach has not only effected patient satisfaction, but also staff satisfaction. The chair of the collaborative care council started out as the nurse manager of the unit. As of the fall of 2009, two staff nurses now co-chair the council. With the staff taking ownership of the council and their department, they have learned how to evaluate processes within the department and look at how they can facilitate efficiency in the department. As we encounter new challenges in the Emergency Department, they take the issues to the monthly collaborative care council and talk about how they can facilitate change within the Department.

Implications: As much as this has increased patient and staff satisfaction the communication tools within the Team STEPPS Program is aimed toward patient safety and assists the health care team in working together in collaboration with the patient and family. The ultimate goal is communication between the team members in order to enhance patient safety.

Repository Posting Date:
27-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Emergency Nurses Association

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleThe Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Departmenten_GB
dc.identifier.urihttp://hdl.handle.net/10755/162426-
dc.description.abstract<table><tr><td colspan="2" class="item-title">The Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Department</td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Emergency Nurses Association</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2011</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">DeVivo, Diane, RN, DNP, MPA</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">North Shore LIJ Health System Plainview Hospital</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Director of Nursing Emergency Services</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">888 Old Country Road, Plainview, NY, 11803, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">516-719-2433</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">ddevivo@nshs.edu; didevivo@aol.com</td></tr><tr><td colspan="2" class="item-abstract">[ENA Leadership Conference] Evidence-based Practice Presentation: The Collaborative Care Council and Team STEPPS Increase Patient Satisfaction in the Emergency Department<br/><br/>Purpose: Team STEPPS a communication tool developed by the Department of Defense and the Agency for Healthcare Research and Quality (AHRQ). It is a teamwork system designed for health care professionals that is an evidence-based teamwork system designed to improve communication and teamwork skills among health care professionals. The goal being is to improve Patient Safety and utilize a total Team approach to the care of the patient.<br/> <br/>Design: The goal of implementation of this program was to increase Patient safety through Teamwork. <br/> <br/>Setting: Initially Team STEPPS was implemented in a teaching community hospital. <br/><br/>Participants: All members of the Emergency Department Patient Care Team participate in the collaborative Care Council and Team STEPPS. All members received training for this program.<br/> <br/>Methods: After Team STEPPS training, the first initiative was Patient Satisfaction and the Team approach to patient care. The Collaborative Care Council was developed and ways to increase communication were instituted. Initiatives that were started were the Charge nurse and ED physician rounding every 6 hours, the staff giving their business cards to the patient so they know who their nurse and ED tech are. The measurement tool that is utilized is Press Ganey. The areas monitored were Likelihood to Recommend, Kept Informed about Delays, and the Staff worked together as a Team.<br/> <br/>Results: From 2008 - 2009 there was a 2% increase in Likelihood to Recommend, a 4% increase in Kept Informed about Delays, and in 2009 the Staff worked Together as a Team reached the 99th percentile. It has also decreased our agency usage by 50% and has increased our staff to date with only 1.5 open FTE's vacant.<br/>The team approach has not only effected patient satisfaction, but also staff satisfaction. The chair of the collaborative care council started out as the nurse manager of the unit. As of the fall of 2009, two staff nurses now co-chair the council. With the staff taking ownership of the council and their department, they have learned how to evaluate processes within the department and look at how they can facilitate efficiency in the department. As we encounter new challenges in the Emergency Department, they take the issues to the monthly collaborative care council and talk about how they can facilitate change within the Department.<br/> <br/>Implications: As much as this has increased patient and staff satisfaction the communication tools within the Team STEPPS Program is aimed toward patient safety and assists the health care team in working together in collaboration with the patient and family. The ultimate goal is communication between the team members in order to enhance patient safety.<br/><br/></td></tr></table>en_GB
dc.date.available2011-10-27T10:28:01Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:28:01Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
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