Commitment to Excellence

Nursing Faculty Orientation

Wanda Cloer, Service Excellence Coach

Fall 2015

Agenda

• Commitment to Excellence Goal• Value Based Purchasing and Patient

Experience Survey• AIDET• Hourly Rounding• Bedside Shift Report (BSSR)

Commitment to Excellence Goal

C2E Objective

To achieve excellence (i.e., at least top

quartile performance) in employee

satisfaction, quality, service, and

operational performance.

4

Value Based PurchasingPatient Experience Survey

Value Based Purchasing

$2.6 million

Patient Experience Survey (HCAHPS)• Hospital Consumer Assessment of Healthcare

Providers and Systems• www.hospitalcompare.gov• Comparing “Apples to Apples”• 9 Composites and 31 Questions• Frequency Survey

Perception of CareCorrelates to Quality & Finance• Quality of care is directly correlated to patient’s

satisfaction:

– Quality of care was significantly better in hospitals that performed better on HCAHPS

Source: Jha AK, et al. NEJM 2008; 359: 1921- 1931

– Patient’s favorable perception of experience is linked to improved clinical care, reduced medical error, and advanced performance outcomes

• Hospital financial performance is directly impacted by quality of care.– As quality improves, key financial performance indicators

improve

AIDET

A Acknowledge

I Introduce

D Duration

E Explanation

T Thank You

AIDET

Communication Tool

The AIDET Advantage

• Decreased anxiety with increased compliance

Decreased Anxiety

Decreased Anxiety

Improved ComplianceImproved

ComplianceIncreased

Clinical Outcomes and

Increased Patient

Satisfaction

Increased Clinical

Outcomes and Increased

Patient Satisfaction

+ =

Hourly Rounding

What If You Could…..

• Reduce call lights by 38%• Reduce patient falls by 50%• Reduce skin breakdown by 14%• Improve patient satisfaction by 12 points

AND• Gain back 166 hours per month back to nursing

staff?

Hourly Rounding

8 Behaviors of Hourly Rounding• Key words/Introduction• Perform scheduled tasks• Address Pain, Potty, Position• Address other comfort needs• Conduct environmental rounds• Use closing key words/actions• Explain when you will return• Document the round on log

Bedside Shift Report (BSSR)

What is BSSR?

• Nursing staff conducts shift change report at the patient’s bedside

• Report should take about 3 - 5 minutes per patient

Purpose

• To engage the patient and family in hospital care

• To share accurate and useful information between nurses, patients, and families

• To ensure safe hand-offs• To improve quality care and optimal patient

outcomes

Benefits of BSSR

• WINS for the Patient– Our patients will feel involved in their care– Our patients will feel informed which increases trust

and compliance with their plan of care– Our patients will be more satisfied because they

know what things will be done and monitored during the next shift

– Our patients will know who their nurse and other caregivers are at the beginning of the shift

Benefits of BSSR

• WINS for You:– More time! BSSR is proven to reduce time in report as you

have to keep report focused on the patient and what is reported follows a standard approach

– Real-time shared assessments with another RN for critical patients care elements such as wounds, drains, central lines

– Accountability. BSSR means you don’t walk into a patient room after report and find an infiltrated IV side or a urine soaked bed

– Your patients are safer!– If you have questions that off-going care provider is right

there with you.