Development and Implementation of a Service Excellence Program to Improve Patient Care and Satisfaction

2.50
Hdl Handle:
http://hdl.handle.net/10755/164819
Category:
Abstract
Type:
Presentation
Title:
Development and Implementation of a Service Excellence Program to Improve Patient Care and Satisfaction
Author(s):
Steininger, Patrice; Harris, Deborah
Author Details:
Patrice Steininger, RN, OCN, Director of Oncology Services, John Randolph Medical Center, Hopewell, Virginia, USA, email: patsteininger@aol.com; Deborah Harris, RN
Abstract:
Clinical/Evidence Based Practice: Provision of Service Excellence including patient satisfaction is an integral part of the health care experience. The engagement of staff from every hospital department contributes to the successful implementation of any initiative. Additionally, current studies indicate the measurement of patient satisfaction plays an important role in the growth toward accountability among health care providers. The competitive atmosphere between health care facilities is expected to increase in coming years along with the expectation of higher levels of customer service and quality of care. The goal of the initiative was to develop and sustain a program for improving patient satisfaction in areas directly related to patient's perception of nursing care. Utilization of standardized surveys which provided data weekly and results compiled from leadership interviews were utilized to monitor success. Best practices were researched, evaluated and adopted. Leadership development of Standards of Behavior preceded the introduction of the initiative to staff. After intense education and discussion staff members were invited to sign the Standards of Behavior agreement. Integral aspects of the initiative included hourly rounding to proactively assess patients' needs, communication boards placed in patient rooms, daily huddles with staff to emphasize important concepts, leadership visits to new admissions within the first twenty-four hours, scripted rounds made three times a week, and staff recognition. Initial staff response was varied. Previous attempts with similar programs had lost momentum. With daily interactions and discussion with staff, visibility and participation of leadership, along with weekly review and evaluation of survey data resulted in a more engaged and enthusiastic staff. Over a six month period overall satisfaction in the facility increased from 84% to 87.5%. Results on the Oncology unit improved from 80% to 93%. The program developed and implemented to engage staff and provide service excellence has encouraged teamwork on the unit and throughout the facility. Additionally, this initiative may create loyalty of both staff and customers as well as building market position. Continued success will result from promotion and maintenance of the Service Excellence Program as the expected standard.
Repository Posting Date:
27-Oct-2011
Date of Publication:
27-Oct-2011
Conference Date:
2009
Conference Name:
34th Annual Oncology Nursing Society Congress
Conference Host:
Oncology Nursing Society
Conference Location:
San Antonio, Texas, USA
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titleDevelopment and Implementation of a Service Excellence Program to Improve Patient Care and Satisfactionen_GB
dc.contributor.authorSteininger, Patriceen_US
dc.contributor.authorHarris, Deborahen_US
dc.author.detailsPatrice Steininger, RN, OCN, Director of Oncology Services, John Randolph Medical Center, Hopewell, Virginia, USA, email: patsteininger@aol.com; Deborah Harris, RNen_US
dc.identifier.urihttp://hdl.handle.net/10755/164819-
dc.description.abstractClinical/Evidence Based Practice: Provision of Service Excellence including patient satisfaction is an integral part of the health care experience. The engagement of staff from every hospital department contributes to the successful implementation of any initiative. Additionally, current studies indicate the measurement of patient satisfaction plays an important role in the growth toward accountability among health care providers. The competitive atmosphere between health care facilities is expected to increase in coming years along with the expectation of higher levels of customer service and quality of care. The goal of the initiative was to develop and sustain a program for improving patient satisfaction in areas directly related to patient's perception of nursing care. Utilization of standardized surveys which provided data weekly and results compiled from leadership interviews were utilized to monitor success. Best practices were researched, evaluated and adopted. Leadership development of Standards of Behavior preceded the introduction of the initiative to staff. After intense education and discussion staff members were invited to sign the Standards of Behavior agreement. Integral aspects of the initiative included hourly rounding to proactively assess patients' needs, communication boards placed in patient rooms, daily huddles with staff to emphasize important concepts, leadership visits to new admissions within the first twenty-four hours, scripted rounds made three times a week, and staff recognition. Initial staff response was varied. Previous attempts with similar programs had lost momentum. With daily interactions and discussion with staff, visibility and participation of leadership, along with weekly review and evaluation of survey data resulted in a more engaged and enthusiastic staff. Over a six month period overall satisfaction in the facility increased from 84% to 87.5%. Results on the Oncology unit improved from 80% to 93%. The program developed and implemented to engage staff and provide service excellence has encouraged teamwork on the unit and throughout the facility. Additionally, this initiative may create loyalty of both staff and customers as well as building market position. Continued success will result from promotion and maintenance of the Service Excellence Program as the expected standard.en_GB
dc.date.available2011-10-27T12:07:35Z-
dc.date.issued2011-10-27en_GB
dc.date.accessioned2011-10-27T12:07:35Z-
dc.conference.date2009en_US
dc.conference.name34th Annual Oncology Nursing Society Congressen_US
dc.conference.hostOncology Nursing Societyen_US
dc.conference.locationSan Antonio, Texas, USAen_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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