Improving the ED Experience with Service Excellence Focused on Teamwork and Accountability

2.50
Hdl Handle:
http://hdl.handle.net/10755/162432
Type:
Presentation
Title:
Improving the ED Experience with Service Excellence Focused on Teamwork and Accountability
Abstract:
Improving the ED Experience with Service Excellence Focused on Teamwork and Accountability
Conference Sponsor:Emergency Nurses Association
Conference Year:2011
Author:Kelly, Sharon, RN, MSN, NEA-BC
P.I. Institution Name:Overlook Hospital
Title:Manager Emergency Services
Contact Address:99 Beauvoir Avenue, Summit, NJ, 07901, USA
Contact Telephone:908-522-2148
Co-Authors: Lou Faraone, BSN, RN, CEN, NREMT-P
[ENA Leadership Conference] Evidence-based Practice Presentation: Improving the ED experience with Service Excellence focused on Teamwork and Accountability

Purpose: A satisfied patient along with a positive experience is essential to the growth and success of any hospital in todayÆs healthcare environment. Providing a compassionate, caring Emergency Department (ED) visit, coupled with competent, safe, quality patient care, makes one institution stand apart from another. Patients currently have many choices when it comes to healthcare and this competitive edge is important with reimbursement linked to patient satisfaction scores.

Design: A patient satisfaction and ED staff development action plan was implemented over a six month long planning process. The goal was to have the "Best ED" and Press Ganey scores would be the measure demonstrating improvement. In addition, the departmentÆs plan was strategically aligned with the Hospital as well as the Corporate System's metric goals.

Setting: Two ED's seeing 86,252 visits affiliated with a 530 bed acute care, teaching facility. A 58 bed department as well as an off-site full service 24 bed satellite were included as part of this action plan. Both ED's operate under the same license with all processes standardized, including dashboards with metrics based on ED Best Practices.

Participants/Subjects: Standardized Press Ganey questionnaires are randomly sent to a percentage of all adult and pediatric ED patients that are discharged on a daily basis. Questions pertain to arrival, nurses, doctors, tests, family/friends, personal issues and overall assessment.

Methods: An educational plan based on the Press Ganey Dashboard and the top three priority index questions for both sites included: treating the patient with care and compassion; explaining delays and keeping the patient informed. The initiatives focused on open lines of communication, teamwork, accountability and ED Best Practices. The plan was implemented in March 2010 and the theme was "A Bus Ride to Service Excellence -Is Your Team on Board?" ED Physicians, PA's, NP's RN's, PCT's, Unit Representatives and Registrars were trained during a mandatory two hour session. The implementation plan included: Scripting, Communication Fundamentals, Golden Rules of Teamwork, Performance Standards, Customer Focused and Patient Care Standards. An ED Mission and Vision statement was also created by the Nursing and Physician ED Leadership Team.

Results/Outcomes: An ongoing monitoring plan is in place with a monthly staff reward and recognition program. Team commitment and continued practice of all standards is emphasized with the group, regardless of job title. Press Ganey Scores have increased at both sites and are currently above the goals for both hospital and system.

Implications: Plans to maintain scores equal to and above the metric goal are essential to enhance the performance and success of both ED's. High Press Ganey scores mean increased ED volume and staffing, with financial gains. It was stressed that great teams will face challenges and struggles along the ride. Great teams don't let flat tires stop them from reaching their destination. As a team, the ED must build upon these challenges and use them to pave the road to success for both the patient and hospital alike.

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.titleImproving the ED Experience with Service Excellence Focused on Teamwork and Accountabilityen_GB
dc.identifier.urihttp://hdl.handle.net/10755/162432-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Improving the ED Experience with Service Excellence Focused on Teamwork and Accountability</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">Kelly, Sharon, RN, MSN, NEA-BC</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Overlook Hospital</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Manager Emergency Services</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">99 Beauvoir Avenue, Summit, NJ, 07901, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">908-522-2148</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">sharon.kelly@atlantichealth.org; sharonk826@aol.co</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value"> Lou Faraone, BSN, RN, CEN, NREMT-P</td></tr><tr><td colspan="2" class="item-abstract">[ENA Leadership Conference] Evidence-based Practice Presentation: Improving the ED experience with Service Excellence focused on Teamwork and Accountability<br/><br/>Purpose: A satisfied patient along with a positive experience is essential to the growth and success of any hospital in today&AElig;s healthcare environment. Providing a compassionate, caring Emergency Department (ED) visit, coupled with competent, safe, quality patient care, makes one institution stand apart from another. Patients currently have many choices when it comes to healthcare and this competitive edge is important with reimbursement linked to patient satisfaction scores.<br/><br/>Design: A patient satisfaction and ED staff development action plan was implemented over a six month long planning process. The goal was to have the &quot;Best ED&quot; and Press Ganey scores would be the measure demonstrating improvement. In addition, the department&AElig;s plan was strategically aligned with the Hospital as well as the Corporate System's metric goals. <br/><br/>Setting: Two ED's seeing 86,252 visits affiliated with a 530 bed acute care, teaching facility. A 58 bed department as well as an off-site full service 24 bed satellite were included as part of this action plan. Both ED's operate under the same license with all processes standardized, including dashboards with metrics based on ED Best Practices. <br/><br/>Participants/Subjects: Standardized Press Ganey questionnaires are randomly sent to a percentage of all adult and pediatric ED patients that are discharged on a daily basis. Questions pertain to arrival, nurses, doctors, tests, family/friends, personal issues and overall assessment.<br/><br/>Methods: An educational plan based on the Press Ganey Dashboard and the top three priority index questions for both sites included: treating the patient with care and compassion; explaining delays and keeping the patient informed. The initiatives focused on open lines of communication, teamwork, accountability and ED Best Practices. The plan was implemented in March 2010 and the theme was &quot;A Bus Ride to Service Excellence -Is Your Team on Board?&quot; ED Physicians, PA's, NP's RN's, PCT's, Unit Representatives and Registrars were trained during a mandatory two hour session. The implementation plan included: Scripting, Communication Fundamentals, Golden Rules of Teamwork, Performance Standards, Customer Focused and Patient Care Standards. An ED Mission and Vision statement was also created by the Nursing and Physician ED Leadership Team.<br/><br/>Results/Outcomes: An ongoing monitoring plan is in place with a monthly staff reward and recognition program. Team commitment and continued practice of all standards is emphasized with the group, regardless of job title. Press Ganey Scores have increased at both sites and are currently above the goals for both hospital and system. <br/><br/>Implications: Plans to maintain scores equal to and above the metric goal are essential to enhance the performance and success of both ED's. High Press Ganey scores mean increased ED volume and staffing, with financial gains. It was stressed that great teams will face challenges and struggles along the ride. Great teams don't let flat tires stop them from reaching their destination. As a team, the ED must build upon these challenges and use them to pave the road to success for both the patient and hospital alike.<br/><br/></td></tr></table>en_GB
dc.date.available2011-10-27T10:28:07Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:28:07Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
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