Hardwiring Emergency Department Patient Satisfaction - Rounding by Staff and Leadership

2.50
Hdl Handle:
http://hdl.handle.net/10755/162578
Type:
Presentation
Title:
Hardwiring Emergency Department Patient Satisfaction - Rounding by Staff and Leadership
Abstract:
Hardwiring Emergency Department Patient Satisfaction - Rounding by Staff and Leadership
Conference Sponsor:Emergency Nurses Association
Conference Year:2010
Author:Sensenig, Anna, RN, BSN, NE-BC
P.I. Institution Name:St. Luke's Meridian Medical Center
Title:Director
Contact Address:520 S. Eagle Road, Meridian, ID, 83642, USA
Leadership Conference - Evidence-Based Practice Abstract: Hardwiring Emergency Department Patient Satisfaction û Rounding by
Staff and Leadership

Purpose: The trade-offs for improved efficiency or reduced length of stay for an Emergency Department (ED) patient is a decrease in patient satisfaction in areas related to other than "the wait." The objective of the project was to hardwire patient satisfaction with an overall score of greater than 90%.

Design: The design of this project was a quality assurance project.

Setting: The Emergency Department is a community hospital with average daily visits of 147. The ED is the busiest one in the State of Idaho.

Participants/Subjects: For staff rounding, the participants were all patients coming to the ED beginning in August 2007. For leadership rounding, the participants were ED patients in the ED, chosen at random, three times per day, beginning September 2008 through April 2009.

Methods: Patient Satisfaction overall scores in 2007 began at 81.09 percent. Avatar patient satisfaction Emergency Department tool is the measurement tool used to measure patient satisfaction. A baseline average patient satisfaction measurement was done prior to implementing the staff rounding. Staff rounding expectations adapted from Studer included: use opening key words and/or actions to introduce self, skill set, experience and write team memberÆs name on the white board in each room, perform scheduled tasks, address pain, plan of care/update and duration, assess additional comfort needs, conduct environmental assessment, use closing key words and/or actions, timeframe for caregiver return, and document the round on the chart (94). This was adapted and implemented August 2007, for the round every half hour, since the ED length of stay is 2.2 hours. Results for patient satisfaction were 91.93% in November 2007 and 93.71% in December 2007, but scores began to decrease to the eighties in the following months. Leadership recognized there was a need to create a method to determine if the staff rounds were occurring as planned. Leadership desired to determine how to hardwire results that were demonstrated the first two months following implementation of staff rounding. A leadership rounding tool was created to assist the leader during patient rounding with collecting data and providing feedback to staff for purposes of improving their performance in rounding.

Results/Outcomes: Patient satisfaction overall score as measured by Avatar reached 93.93% in November 2008, and continued with April 2009 results of 91.43%. Staff members are given feedback at the time of the rounds and rewarded for achieving all items on the leadership audit tool.

Implications: Frequent staff rounding is important to the patients in the ED to receive updates in their care, provide input to their care, assess the environment and safety needs, and position patient perception of staff caring.
Leadership rounding verifies that staff rounding is occurring and provides an opportunity for the leader to intervene at the time of the patient visit to provide a great experience. Feedback to the staff at the time also reinforces the behavior expected.
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.titleHardwiring Emergency Department Patient Satisfaction - Rounding by Staff and Leadershipen_GB
dc.identifier.urihttp://hdl.handle.net/10755/162578-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Hardwiring Emergency Department Patient Satisfaction - Rounding by Staff and Leadership</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">2010</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Sensenig, Anna, RN, BSN, NE-BC</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">St. Luke's Meridian Medical Center</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Director</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">520 S. Eagle Road, Meridian, ID, 83642, USA</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">sensenia@slrmc.org</td></tr><tr><td colspan="2" class="item-abstract">Leadership Conference - Evidence-Based Practice Abstract: Hardwiring Emergency Department Patient Satisfaction &ucirc; Rounding by<br/>Staff and Leadership<br/><br/>Purpose: The trade-offs for improved efficiency or reduced length of stay for an Emergency Department (ED) patient is a decrease in patient satisfaction in areas related to other than &quot;the wait.&quot; The objective of the project was to hardwire patient satisfaction with an overall score of greater than 90%.<br/><br/>Design: The design of this project was a quality assurance project. <br/><br/>Setting: The Emergency Department is a community hospital with average daily visits of 147. The ED is the busiest one in the State of Idaho.<br/><br/>Participants/Subjects: For staff rounding, the participants were all patients coming to the ED beginning in August 2007. For leadership rounding, the participants were ED patients in the ED, chosen at random, three times per day, beginning September 2008 through April 2009.<br/><br/>Methods: Patient Satisfaction overall scores in 2007 began at 81.09 percent. Avatar patient satisfaction Emergency Department tool is the measurement tool used to measure patient satisfaction. A baseline average patient satisfaction measurement was done prior to implementing the staff rounding. Staff rounding expectations adapted from Studer included: use opening key words and/or actions to introduce self, skill set, experience and write team member&AElig;s name on the white board in each room, perform scheduled tasks, address pain, plan of care/update and duration, assess additional comfort needs, conduct environmental assessment, use closing key words and/or actions, timeframe for caregiver return, and document the round on the chart (94). This was adapted and implemented August 2007, for the round every half hour, since the ED length of stay is 2.2 hours. Results for patient satisfaction were 91.93% in November 2007 and 93.71% in December 2007, but scores began to decrease to the eighties in the following months. Leadership recognized there was a need to create a method to determine if the staff rounds were occurring as planned. Leadership desired to determine how to hardwire results that were demonstrated the first two months following implementation of staff rounding. A leadership rounding tool was created to assist the leader during patient rounding with collecting data and providing feedback to staff for purposes of improving their performance in rounding. <br/><br/>Results/Outcomes: Patient satisfaction overall score as measured by Avatar reached 93.93% in November 2008, and continued with April 2009 results of 91.43%. Staff members are given feedback at the time of the rounds and rewarded for achieving all items on the leadership audit tool.<br/><br/>Implications: Frequent staff rounding is important to the patients in the ED to receive updates in their care, provide input to their care, assess the environment and safety needs, and position patient perception of staff caring.<br/>Leadership rounding verifies that staff rounding is occurring and provides an opportunity for the leader to intervene at the time of the patient visit to provide a great experience. Feedback to the staff at the time also reinforces the behavior expected.<br/></td></tr></table>en_GB
dc.date.available2011-10-27T10:30:33Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:30:33Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
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