2.50
Hdl Handle:
http://hdl.handle.net/10755/308380
Category:
Abstract
Type:
Presentation
Title:
Impacting Patient Satisfaction through Staff Nurse Empowerment
Author(s):
Brown, Caryn C.
Lead Author STTI Affiliation:
Xi Upsilon
Author Details:
Caryn C. Brown, BSN, MSN, MHA, RN-BC, caryn.brown@centrahealth.com
Abstract:

Poster presented on: Sunday, November 17, 2013, Saturday, November 16, 2013

In 2012, the Pulmonary Unit failed to meet organizational ‘Top Box’ goals for all 9 HCAHPS domains and achieved a 0/9 final achievement score for the 2012 year. That year, best practices were created and implemented by organizational leaders, however staff buy-in was inconsistent and short lived.  Though best practices were known and tools and resources available, patients continued to report that our unit was not ‘Always’ meeting their expectations. To improve patient satisfaction, the Pulmonary Unit restructured the Patient Satisfaction/ HCAHPS process and developed staff RN led Domain Teams. Each Pulmonary Unit team member selected which Domain Team they were most passionate about and became a part of that Domain Team (those who didn't make a selection were assigned). Domain teams evaluated HCAHPS results, created and implemented action plans and independently took over as drivers of patient satisfaction - with the manager as a resource and coach. As a result of the actionable work of the staff RN led Domain Teams, the Medical Pulmonary Unit has consistently improved the patient experience and consistently reports “Top Box” HCAHPS scores for most domains (7/9).  Medical Pulmonary Unit’s success regarding improving patient satisfaction and HCHAPS scores is solely credited to empowering the staff nurse to create and implement action plans based on their experience and knowledge related to the needs, perceptions, and experiences of the patients on our unit. Examples of action items implemented by the Domain Teams on the Pulmonary Unit include – Discharge Checklists to guide the patient through the discharge process, No Pass Zone tickets to remind team members not to pass a lit call light, Care Board audits to ensure nurse communication methods are used to the fullest extent, and tools to support the RN in conducting medication education.
Keywords:
RN Empowerment; Patient Satisfaction; HCAHPS
Repository Posting Date:
19-Dec-2013
Date of Publication:
19-Dec-2013
Conference Date:
2013
Conference Name:
42nd Biennial Convention
Conference Host:
Sigma Theta Tau International, the Honor Society of Nursing
Conference Location:
Indianapolis, Indiana, USA
Description:
42nd Biennial Convention 2013 Theme: Give Back to Move Forward. Held at the JW Marriott
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.typePresentationen_GB
dc.titleImpacting Patient Satisfaction through Staff Nurse Empowermenten_GB
dc.contributor.authorBrown, Caryn C.en_GB
dc.contributor.departmentXi Upsilonen_GB
dc.author.detailsCaryn C. Brown, BSN, MSN, MHA, RN-BC, caryn.brown@centrahealth.comen_GB
dc.identifier.urihttp://hdl.handle.net/10755/308380-
dc.description.abstract<p>Poster presented on: Sunday, November 17, 2013, Saturday, November 16, 2013</p>In 2012, the Pulmonary Unit failed to meet organizational ‘Top Box’ goals for all 9 HCAHPS domains and achieved a 0/9 final achievement score for the 2012 year. That year, best practices were created and implemented by organizational leaders, however staff buy-in was inconsistent and short lived.  Though best practices were known and tools and resources available, patients continued to report that our unit was not ‘Always’ meeting their expectations. To improve patient satisfaction, the Pulmonary Unit restructured the Patient Satisfaction/ HCAHPS process and developed staff RN led Domain Teams. Each Pulmonary Unit team member selected which Domain Team they were most passionate about and became a part of that Domain Team (those who didn't make a selection were assigned). Domain teams evaluated HCAHPS results, created and implemented action plans and independently took over as drivers of patient satisfaction - with the manager as a resource and coach. As a result of the actionable work of the staff RN led Domain Teams, the Medical Pulmonary Unit has consistently improved the patient experience and consistently reports “Top Box” HCAHPS scores for most domains (7/9).  Medical Pulmonary Unit’s success regarding improving patient satisfaction and HCHAPS scores is solely credited to empowering the staff nurse to create and implement action plans based on their experience and knowledge related to the needs, perceptions, and experiences of the patients on our unit. Examples of action items implemented by the Domain Teams on the Pulmonary Unit include – Discharge Checklists to guide the patient through the discharge process, No Pass Zone tickets to remind team members not to pass a lit call light, Care Board audits to ensure nurse communication methods are used to the fullest extent, and tools to support the RN in conducting medication education.en_GB
dc.subjectRN Empowermenten_GB
dc.subjectPatient Satisfactionen_GB
dc.subjectHCAHPSen_GB
dc.date.available2013-12-19T17:30:34Z-
dc.date.issued2013-12-19-
dc.date.accessioned2013-12-19T17:30:34Z-
dc.conference.date2013en_GB
dc.conference.name42nd Biennial Conventionen_GB
dc.conference.hostSigma Theta Tau International, the Honor Society of Nursingen_GB
dc.conference.locationIndianapolis, Indiana, USAen_GB
dc.description42nd Biennial Convention 2013 Theme: Give Back to Move Forward. Held at the JW Marriotten_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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