2.50
Hdl Handle:
http://hdl.handle.net/10755/182695
Category:
Abstract
Type:
Presentation
Title:
Five on the Board
Author(s):
Broussard, Shawn; Vanderheiden, Tami
Author Details:
Shawn Broussard, RN, CHRISTUS Hospital, Port Arthur, Texas, USA, email: Shawn.broussard@christushealth.org; Tami Vanderheiden, RN
Abstract:
Poster Presentation: In May of 2005 our inpatient satisfaction ratings ranked at the 33rd percentile. A team was formed to improve these scores and the perceptions our patients had of their care. Daily meetings were instituted so that the management team could review issues on the units. We found three distinct problems: a lack of accountability, empowerment, and service recovery. The team decided to initiate "The Pro Active Service Recovery Program" that would involve staff at all levels in the process. "Five on the Board" was developed and implemented as a key factor in this plan. The goal was to improve and sustain patient satisfaction scores and develop customer loyalty. The daily meetings also proved to be helpful in building a collaborative team among the managers, especially in learning how to deal with certain situations. Daily nurse manager rounds were implemented. One of the questions asked during this rounding is "on a scale of 1 to 5, with 5 being very good care, how would you rate your care today?" The response is marked on a dry eraser board in each patient's room. If the rating is less than a 5, the manager and or associates are empowered to resolve the issue as quickly as possible. The result is that patients receive instant service recovery. Today our inpatient satisfaction scores are consistently above the 90th percentile. Our "Five on the Board" program has proved to be successful in our emergency department, outpatient areas, and ambulatory services as well.
Repository Posting Date:
28-Oct-2011
Date of Publication:
28-Oct-2011
Conference Date:
2008
Conference Name:
ANCC National Magnet Conference
Conference Host:
American Nurses Credentialing Center
Conference Location:
Salt Lake City, Utah, USA
Description:
The 12th American Nurses Credentialing Center (ANCC) National Magnet Conference, held 15-17 October, 2008 in Salt Lake City, Utah, 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.titleFive on the Boarden_GB
dc.contributor.authorBroussard, Shawnen_US
dc.contributor.authorVanderheiden, Tamien_US
dc.author.detailsShawn Broussard, RN, CHRISTUS Hospital, Port Arthur, Texas, USA, email: Shawn.broussard@christushealth.org; Tami Vanderheiden, RNen_US
dc.identifier.urihttp://hdl.handle.net/10755/182695-
dc.description.abstractPoster Presentation: In May of 2005 our inpatient satisfaction ratings ranked at the 33rd percentile. A team was formed to improve these scores and the perceptions our patients had of their care. Daily meetings were instituted so that the management team could review issues on the units. We found three distinct problems: a lack of accountability, empowerment, and service recovery. The team decided to initiate "The Pro Active Service Recovery Program" that would involve staff at all levels in the process. "Five on the Board" was developed and implemented as a key factor in this plan. The goal was to improve and sustain patient satisfaction scores and develop customer loyalty. The daily meetings also proved to be helpful in building a collaborative team among the managers, especially in learning how to deal with certain situations. Daily nurse manager rounds were implemented. One of the questions asked during this rounding is "on a scale of 1 to 5, with 5 being very good care, how would you rate your care today?" The response is marked on a dry eraser board in each patient's room. If the rating is less than a 5, the manager and or associates are empowered to resolve the issue as quickly as possible. The result is that patients receive instant service recovery. Today our inpatient satisfaction scores are consistently above the 90th percentile. Our "Five on the Board" program has proved to be successful in our emergency department, outpatient areas, and ambulatory services as well.en_GB
dc.date.available2011-10-28T15:35:53Z-
dc.date.issued2011-10-28en_GB
dc.date.accessioned2011-10-28T15:35:53Z-
dc.conference.date2008en_US
dc.conference.nameANCC National Magnet Conferenceen_US
dc.conference.hostAmerican Nurses Credentialing Centeren_US
dc.conference.locationSalt Lake City, Utah, USAen_US
dc.descriptionThe 12th American Nurses Credentialing Center (ANCC) National Magnet Conference, held 15-17 October, 2008 in Salt Lake City, Utah, 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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