2.50
Hdl Handle:
http://hdl.handle.net/10755/306606
Category:
Abstract
Type:
Poster
Title:
Innovation from the Bedside: Improving the Patient Experience
Author(s):
Coleman, Theresa; Verseput, Lisa; Landis, Philip
Lead Author STTI Affiliation:
Non-member
Author Details:
Theresa Coleman, BSN, RN, Theresa.Coleman@uphs.upenn.edu; Lisa Verseput, MSN, RN, CEN; Philip Landis, MSN, RN, CEN
Abstract:

Evidence-based Practice Abstract

Purpose: Literature shows that staff-driven initiatives are more successfully implemented and sustained then those created without staff input. The purpose of this project was to improve the patient experience by developing a staff-driven sustainable workgroup focused on improving the experience for patients in the Emergency Department (ED).

Design: Evidence-based quality improvement initiative.

Setting: An urban, academic teaching ED with 34,000 visits annually.

Participants/Subjects: Registered nurses and technicians in the ED participated in the Council. All patients triaged as ESI levels 4 or 5 presenting to the ED between the hours of 11a-11p from Monday to Friday participated in the Fast Track pilot.

Methods: An innovative approach to the goal of improving the patient experience was utilized through the formation of an ED Patient Experience Council consisting of registered nurses and technicians who meet monthly to develop initiatives to improve the ED patient experience. The group found literature that shows that patient satisfaction in the ED is positively correlated with shorter ED length of stay (LOS). Through literature review and expert consultation, this staff-driven Council developed a Fast Track pilot. Four rooms within the ED, operating 11a-11p from Monday to Friday, are designated for patients triaged as ESI levels 4 or 5. One nurse, one physician assistant, and one ED technician provide care for these patients exclusively. The Council designed the workflow and implementation of this initiative. Members collected and reviewed data from patient satisfaction surveys pre and post implementation to evaluate effectiveness. An electronic survey was created and distributed to registered nurses working in the ED to glean insight into perceptions surrounding quality of care. The Council has found, evaluated and implemented other evidence-based initiatives aimed at improving the ED patient experience and will continue to monitor the project.

Results/Outcomes: Length of stay decreased significantly for ESI level 4 and 5 patients. In the first four weeks of implementation, the average LOS for a Fast Track patient decreased 36% from 170 minutes to 108 minutes. Patient satisfaction scores increased in three key areas: 1) patients were routinely updated with care; 2) concerns were addressed with appropriate privacy; and 3) the likelihood of recommending this ED to your friends and family increased. A survey of registered nurses found that nurses perceived the Fast Track implementation to have contributed to quality improvements in patient care. Lastly, the left-without-being-seen (LWBS) rate decreased by 52%, from 1.5% to 0.7%. Since its inception, the Council has grown in membership and complexity, spawning subgroups to coordinate evidence-based initiatives.

Implications: A staff-driven council designed to improve the patient experience in the ED increases engagement in initiatives and allows for a tailored approach to addressing challenges. Including staff in the decision-making processes, workflow design and implementation of evidence-based interventions fosters quality improvement initiatives that can be sustained over time. As demonstrated, these initiatives can lead to improvements in average LOS and patient satisfaction, both of which positively contribute to the overall patient experience. Furthermore, improvements in throughput can result in lower LWBS rates. This can translate into higher quality patient care as well as fiscal gains for the institution.

Keywords:
Improving Patient Experience
Repository Posting Date:
9-Dec-2013
Date of Publication:
9-Dec-2013
Conference Date:
2013
Conference Name:
2013 ENA Annual Conference
Conference Host:
Emergency Nurses Association
Conference Location:
Nashville, Tennessee, USA
Description:
2013 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at Gaylord Resort and Convention Center
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.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_GB
dc.type.categoryAbstracten_GB
dc.typePosteren_GB
dc.titleInnovation from the Bedside: Improving the Patient Experienceen_GB
dc.contributor.authorColeman, Theresaen_GB
dc.contributor.authorVerseput, Lisaen_GB
dc.contributor.authorLandis, Philipen_GB
dc.contributor.departmentNon-memberen_GB
dc.author.detailsTheresa Coleman, BSN, RN, Theresa.Coleman@uphs.upenn.edu; Lisa Verseput, MSN, RN, CEN; Philip Landis, MSN, RN, CENen_GB
dc.identifier.urihttp://hdl.handle.net/10755/306606-
dc.description.abstract<p>Evidence-based Practice Abstract</p><p>Purpose: Literature shows that staff-driven initiatives are more successfully implemented and sustained then those created without staff input. The purpose of this project was to improve the patient experience by developing a staff-driven sustainable workgroup focused on improving the experience for patients in the Emergency Department (ED). </p><p>Design: Evidence-based quality improvement initiative.</p><p>Setting: An urban, academic teaching ED with 34,000 visits annually.</p><p>Participants/Subjects: Registered nurses and technicians in the ED participated in the Council. All patients triaged as ESI levels 4 or 5 presenting to the ED between the hours of 11a-11p from Monday to Friday participated in the Fast Track pilot.</p><p>Methods: An innovative approach to the goal of improving the patient experience was utilized through the formation of an ED Patient Experience Council consisting of registered nurses and technicians who meet monthly to develop initiatives to improve the ED patient experience. The group found literature that shows that patient satisfaction in the ED is positively correlated with shorter ED length of stay (LOS). Through literature review and expert consultation, this staff-driven Council developed a Fast Track pilot. Four rooms within the ED, operating 11a-11p from Monday to Friday, are designated for patients triaged as ESI levels 4 or 5. One nurse, one physician assistant, and one ED technician provide care for these patients exclusively. The Council designed the workflow and implementation of this initiative. Members collected and reviewed data from patient satisfaction surveys pre and post implementation to evaluate effectiveness. An electronic survey was created and distributed to registered nurses working in the ED to glean insight into perceptions surrounding quality of care. The Council has found, evaluated and implemented other evidence-based initiatives aimed at improving the ED patient experience and will continue to monitor the project.</p><p>Results/Outcomes: Length of stay decreased significantly for ESI level 4 and 5 patients. In the first four weeks of implementation, the average LOS for a Fast Track patient decreased 36% from 170 minutes to 108 minutes. Patient satisfaction scores increased in three key areas: 1) patients were routinely updated with care; 2) concerns were addressed with appropriate privacy; and 3) the likelihood of recommending this ED to your friends and family increased. A survey of registered nurses found that nurses perceived the Fast Track implementation to have contributed to quality improvements in patient care. Lastly, the left-without-being-seen (LWBS) rate decreased by 52%, from 1.5% to 0.7%. Since its inception, the Council has grown in membership and complexity, spawning subgroups to coordinate evidence-based initiatives.</p><p>Implications: A staff-driven council designed to improve the patient experience in the ED increases engagement in initiatives and allows for a tailored approach to addressing challenges. Including staff in the decision-making processes, workflow design and implementation of evidence-based interventions fosters quality improvement initiatives that can be sustained over time. As demonstrated, these initiatives can lead to improvements in average LOS and patient satisfaction, both of which positively contribute to the overall patient experience. Furthermore, improvements in throughput can result in lower LWBS rates. This can translate into higher quality patient care as well as fiscal gains for the institution.</p>en_GB
dc.subjectImproving Patient Experienceen_GB
dc.date.available2013-12-09T17:00:39Z-
dc.date.issued2013-12-09-
dc.date.accessioned2013-12-09T17:00:39Z-
dc.conference.date2013en_GB
dc.conference.name2013 ENA Annual Conferenceen_GB
dc.conference.hostEmergency Nurses Associationen_GB
dc.conference.locationNashville, Tennessee, USAen_GB
dc.description2013 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at Gaylord Resort and Convention Centeren_GB
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.en_GB
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