2.50
Hdl Handle:
http://hdl.handle.net/10755/182106
Category:
Abstract
Type:
Presentation
Title:
Planning Strategically to Improve Patient Satisfaction
Author(s):
Zehnder, Helene
Author Details:
Helene Zehnder, MSN, RN, NE-BC, Magnet Program Director, Rex Healthcare, Raleigh, North Carolina, USA, email: helene.zehnder@rexhealth.com
Abstract:
Podium presentation, ANCC National Magnet Conference: Nurses have always been key constituents in assuring patient satisfaction. With the advent of publicly reported scores on websites such as hospitalcompare.hhs.gov and consumerreports.org, nurses must play an even greater role in developing strategies to assure patient satisfaction. Improving nationally benchmarked scores is an annual goal in many hospitals. A formal organization wide strategy to achieve this goal will be presented. This strategy was developed in 2008 with the creation of a Service Excellence Committee. This multi-disciplinary committee is chaired by one of the Clinical Nurse Managers. Four teams have been created to build a culture of excellence, evaluate monthly scores, recognize individuals for providing excellent service and award departments for consistent improvement in scores. Staff Nurse Service Excellence Champions and Unit Based Nurse Practice Council members develop specific unit strategies to continually monitor scores and improve patient satisfaction. Nurses are educated to interpret the data and monitor trends. Communication tools such as e-mail, bulletin boards and staff conferences are used. The understanding of quality of care scores and publicly reported data is presented with a focus on key drivers and strategies to assure patient satisfaction. Outcomes to this strategic structure include a 30% increase in inpatient satisfaction scores since the implementation of this program; increased staff nurse knowledge related to data collection and publicly reported scores; and greater involvement of staff nurses in developing strategies to assure patient satisfaction. Data, charts and graphs will be included in the presentation.
Repository Posting Date:
28-Oct-2011
Date of Publication:
28-Oct-2011
Conference Date:
2010
Conference Name:
ANCC National Magnet Conference
Conference Host:
American Nurses Credentialing Center
Conference Location:
Phoenix, Arizona, USA
Description:
The 14th American Nurses Credentialing Center (ANCC) National Magnet Conference, held 13-15 October, 2010 at the Phoenix Convention Center in Phoenix, Arizona, 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.titlePlanning Strategically to Improve Patient Satisfactionen_GB
dc.contributor.authorZehnder, Heleneen_US
dc.author.detailsHelene Zehnder, MSN, RN, NE-BC, Magnet Program Director, Rex Healthcare, Raleigh, North Carolina, USA, email: helene.zehnder@rexhealth.comen_US
dc.identifier.urihttp://hdl.handle.net/10755/182106-
dc.description.abstractPodium presentation, ANCC National Magnet Conference: Nurses have always been key constituents in assuring patient satisfaction. With the advent of publicly reported scores on websites such as hospitalcompare.hhs.gov and consumerreports.org, nurses must play an even greater role in developing strategies to assure patient satisfaction. Improving nationally benchmarked scores is an annual goal in many hospitals. A formal organization wide strategy to achieve this goal will be presented. This strategy was developed in 2008 with the creation of a Service Excellence Committee. This multi-disciplinary committee is chaired by one of the Clinical Nurse Managers. Four teams have been created to build a culture of excellence, evaluate monthly scores, recognize individuals for providing excellent service and award departments for consistent improvement in scores. Staff Nurse Service Excellence Champions and Unit Based Nurse Practice Council members develop specific unit strategies to continually monitor scores and improve patient satisfaction. Nurses are educated to interpret the data and monitor trends. Communication tools such as e-mail, bulletin boards and staff conferences are used. The understanding of quality of care scores and publicly reported data is presented with a focus on key drivers and strategies to assure patient satisfaction. Outcomes to this strategic structure include a 30% increase in inpatient satisfaction scores since the implementation of this program; increased staff nurse knowledge related to data collection and publicly reported scores; and greater involvement of staff nurses in developing strategies to assure patient satisfaction. Data, charts and graphs will be included in the presentation.en_GB
dc.date.available2011-10-28T15:09:22Z-
dc.date.issued2011-10-28en_GB
dc.date.accessioned2011-10-28T15:09:22Z-
dc.conference.date2010en_US
dc.conference.nameANCC National Magnet Conferenceen_US
dc.conference.hostAmerican Nurses Credentialing Centeren_US
dc.conference.locationPhoenix, Arizona, USAen_US
dc.descriptionThe 14th American Nurses Credentialing Center (ANCC) National Magnet Conference, held 13-15 October, 2010 at the Phoenix Convention Center in Phoenix, Arizona, USA.en_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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