2.50
Hdl Handle:
http://hdl.handle.net/10755/162512
Type:
Presentation
Title:
Alleviating Patient Hangovers and Improving Patient Care
Abstract:
Alleviating Patient Hangovers and Improving Patient Care
Conference Sponsor:Emergency Nurses Association
Conference Year:2009
Author:Bucaro, Pamela, RN, MS, PCNS-BC, CPNP, CPEN
P.I. Institution Name:Dayton Children's Medical Center
Title:Title: Clinical Nurse Specialist of the Emergency and Trauma Center
Contact Address:One Children's Plaza, Dayton, OH, 45406, USA
Contact Telephone:937-641-4281
Co-Authors:Erin Black, RN, BSN, CPEN
[Annual Conference] Clinical Topic: Our Midwest children's hospital has implemented an Emergency Department (ED) Outreach Nurse Program to improve patient care. The outreach nurse provides reinforcement of discharge instructions and assistance with follow-up care by phone calls to patients/families within 72 hours of discharge. With an ED visit, parents experience stressors that can impede their understanding of discharge information and, ultimately, their ability to appropriately care for their child at home. Health Care Providers may also have concerns about follow-up care. We call this concern a "Patient Hangover." We hypothesized that parents benefit from a follow-up call by a nurse able to provide guidance/advice. Additionally, this follow-up would alleviate patient hangovers.

Implementation: Initially we gathered data from other EDs and performed a literature review of follow-up programs. From this information, the Clinical Nurse Specialist and Medical Director collaborated to determine the objectives, process, and expected outcomes. They presented the plan to the ED Strategic Committee. In June of 2007, the program was initiated with specific outreach nurses with pediatric ED experience.
Outreach duties include calling priority patients, answering incoming calls on patients discharged within 72 hours, and additional calls when able.
As a new program, consistent evaluation is necessary. Our outreach team meets bi-monthly to evaluate and review procedures and make appropriate changes. One process improvement initiative was sending an outreach nurse to another facility that uses a follow-up program. As a result, we made changes that made our process more efficient, increasing our calls. We also developed a survey tool to measure parent perceived benefit from the follow-up call.
A roadblock that we identified early on in our program was staff resistance. Some staff indicated that the outreach nurse's role was customer service improvement only and a waste of time/talent for a professional nurse. We held a meeting to educate staff on the role of the outreach nurse and her importance to the ED care team. We continually educate new team members as well.

Outcomes: During the first year of our program, we contacted 12,250 families. 3114 required reinforcement of discharge instructions (25%). Prior to our visit to the facility with a follow-up program, our average weekly calls were 134. After making process changes, we increased call volume by 22%. 644 parents evaluated our services through a survey. Of the parents participating, 601 stated the call helped them a great deal (93%). We are currently gathering data from staff to show their perception of the program's effectiveness for alleviating Patient Hangovers.

Recommendations: National Patient Safety Goal #13 states that involving patients/families in their care promotes safety. Due to volume and acuity within the ED, follow-up is necessary to promote optimal health. In a work place where rapid throughput of patients is critical, the availability of a professional nurse to initiate appropriate follow-up is vital. Our research recommendation would be to determine what diagnoses of pediatric patients require the most comprehensive follow-up after discharge.
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.titleAlleviating Patient Hangovers and Improving Patient Careen_GB
dc.identifier.urihttp://hdl.handle.net/10755/162512-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Alleviating Patient Hangovers and Improving Patient Care</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">2009</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Bucaro, Pamela, RN, MS, PCNS-BC, CPNP, CPEN</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Dayton Children's Medical Center</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Title: Clinical Nurse Specialist of the Emergency and Trauma Center</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">One Children's Plaza, Dayton, OH, 45406, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">937-641-4281</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">bucarop@childrensdayton.org</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value">Erin Black, RN, BSN, CPEN</td></tr><tr><td colspan="2" class="item-abstract">[Annual Conference] Clinical Topic: Our Midwest children's hospital has implemented an Emergency Department (ED) Outreach Nurse Program to improve patient care. The outreach nurse provides reinforcement of discharge instructions and assistance with follow-up care by phone calls to patients/families within 72 hours of discharge. With an ED visit, parents experience stressors that can impede their understanding of discharge information and, ultimately, their ability to appropriately care for their child at home. Health Care Providers may also have concerns about follow-up care. We call this concern a &quot;Patient Hangover.&quot; We hypothesized that parents benefit from a follow-up call by a nurse able to provide guidance/advice. Additionally, this follow-up would alleviate patient hangovers.<br/><br/>Implementation: Initially we gathered data from other EDs and performed a literature review of follow-up programs. From this information, the Clinical Nurse Specialist and Medical Director collaborated to determine the objectives, process, and expected outcomes. They presented the plan to the ED Strategic Committee. In June of 2007, the program was initiated with specific outreach nurses with pediatric ED experience.<br/>Outreach duties include calling priority patients, answering incoming calls on patients discharged within 72 hours, and additional calls when able. <br/>As a new program, consistent evaluation is necessary. Our outreach team meets bi-monthly to evaluate and review procedures and make appropriate changes. One process improvement initiative was sending an outreach nurse to another facility that uses a follow-up program. As a result, we made changes that made our process more efficient, increasing our calls. We also developed a survey tool to measure parent perceived benefit from the follow-up call.<br/>A roadblock that we identified early on in our program was staff resistance. Some staff indicated that the outreach nurse's role was customer service improvement only and a waste of time/talent for a professional nurse. We held a meeting to educate staff on the role of the outreach nurse and her importance to the ED care team. We continually educate new team members as well.<br/><br/>Outcomes: During the first year of our program, we contacted 12,250 families. 3114 required reinforcement of discharge instructions (25%). Prior to our visit to the facility with a follow-up program, our average weekly calls were 134. After making process changes, we increased call volume by 22%. 644 parents evaluated our services through a survey. Of the parents participating, 601 stated the call helped them a great deal (93%). We are currently gathering data from staff to show their perception of the program's effectiveness for alleviating Patient Hangovers.<br/><br/>Recommendations: National Patient Safety Goal #13 states that involving patients/families in their care promotes safety. Due to volume and acuity within the ED, follow-up is necessary to promote optimal health. In a work place where rapid throughput of patients is critical, the availability of a professional nurse to initiate appropriate follow-up is vital. Our research recommendation would be to determine what diagnoses of pediatric patients require the most comprehensive follow-up after discharge.</td></tr></table>en_GB
dc.date.available2011-10-27T10:29:27Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:29:27Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
All Items in this repository are protected by copyright, with all rights reserved, unless otherwise indicated.