Transcript Slide 1

Implementing Bedside Handoff to Increase Patient Satisfaction and Collaboration
Chantel Bent, Student Nurse. Cassandra Billburg, Student Nurse. Emily Ungs. Student Nurse. Alyssa Bianco, Student Nurse.
Purpose
Results
Measures
Data from the 2012 HCAHPS scores showed that
patients are unsatisfied with nurse-to-patient
communication. Patients feel uninvolved in their plan of
care. (HCAHPS, 2012).
 After implementing bedside report, we will monitor
HCAHPS scores and patients’ response in order to
measure the effectiveness of bedside report.
 Customer perspective: Patients feel that nurses do not
convey information in a way that they can understand. We
will measure the improvement of this by rounding on
patients and asking them if they feel that they are involved
in their plan of care.
 Improving communication between nurses will improve
patient communication HCAHPS scores as well as patient
satisfaction with the level of care provided (Caruso, 2007).
Background
Process Improvement
“Bedside handoff is one avenue to promote patient
safety by allowing patients and families to be active
participants in the nursing shift handoff procedure.“ (Maxson,
According to Bedside Shift-to-Shift Nursing Report:
Implementation and Outcomes, in just one year,
implementing bedside report increased nurse satisfaction
with the report process from 37% to 78% and increased
white-board communication adherence from 25% to 98%.
Derby, Wrobleski, & Foss, 2012).
Providing handoff on the plan of care to the patient will
allow the patient to feel more satisfied with communication
during their hospital stay.
Handoff give the patient a chance to collaborate with
nurses on their plan of care.
During this hospital stay, how often did nurses listen to you?
(Evans, Grunawait, McClish, Wood, & Friese, 2012).
90
85
80
75
71
73
72
73
69
70
65
63
65
 Giving handoff away from the bedside provides an
opportunity for missed details between shifts.
Patients are better able to influence their continuum of
care and provide details if report is done at the bedside.
79
76
63
59
60
Wood, & Friese, 2012).
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Limitations / Lessons Learned
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 Prevalence of the problem:
 Microsystem level: Reference charts.
 Organization level: See handouts.
Threshold: 50th %tile - 73
Target: 75th %tile - 77
Stretch: 90th %tile - 82
Score
Trend
During this hospital stay, how often did nurses explain things in a way you could understand?
Improvement Tools/Methods
90
85
80
80
76
76
76
75
 Fishbone diagram
71
70
62
65
60
HCAHPS Scores based on the following questions:
During this hospital stay how often did nurses treat
you with courtesy and respect?
During this hospital stay how often did nurses listen
carefully to you?
During this hospital stay how often did nurses explain
things in a way you could understand?
Bedside report increases patient satisfaction as a result
of being more involved in their care and being able to
identify their caregivers for the shift. (Evans, Grunawait, McClish,
55
65
67
62
61
 Possible limitations include nurses’ willingness to
implement bedside report, the ability of the nurse to give
report appropriately, language barriers between nurse and
patient, cognitive status of the patient.
Lessons learned: In order for the initiation of bedside
report to be effective there must be continuity among
nurse compliance. Managers must follow-up on patients’
satisfaction with nurse communication.
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References
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Threshold: 50th %tile - 73
Target: 75th %tile - 77
Stretch: 90th %tile - 81
Score
Trend
Team Members
 Chantel Bent: Student Nurse 3N Step-down telemetry
unit.
Alyssa Bianco: Student Nurse 4N
Medical/Surgical/Oncology
Cassandra Billburg: Student Nurse Level 4
Medical/Surgical
Emily Ungs: Student Nurse 3E Progressive Care
Mease Countryside Hospital
Evans, D., Grunawait, J., McClish, D., Wood, W., &
Friese, C. R. (2012). Bedside Shift-to-Shift Nursing Report:
Implementation and Outcomes. MEDSURG Nursing, 21(5),
281-292.
Maxson, P. M., Derby, K. M., Wrobleski, D. M., & Foss, D.
M. (2012). Bedside Nurse-to-Nurse Handoff Promotes
Patient Safety. MEDSURG Nursing, 21(3), 140-145.
Caruso, E. (2007). The evolution of nurse-to-nurse
bedside report on a medical-surgical cardiology
unit. MEDSURG Nursing, 16(1), 17-22.
HCAHPS Scores (2012)