Transcript No Pass Zone (2/15/13)

The Roadmap Construction Crew
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Sharon Dillard – VP Nursing, OUMC Edmond
Gordon Heiselbetz – VP Support Services
Krystal Murer – Perioperative Services Process Improvement Analyst
Kim Corcoran – Coordinator, Nursing Administration
Jennifer McAlister – Manager, Ortho/Neuro, OUMC
Erin Ogee – Director, Procedural Services, Dialysis, MICU, ICU West
Deb Mordecai – VP Adult Services, OUMC
Eric Ferguson – Manager, Creative Services
Cathy Pierce – VP Pediatric and Women’s Services, TCH
Toni Steele – VP Patient Access and Nursing Administration
Julie Fanselau – Director, Respiratory Care and Sleep Lab, OUMC and TCH
Mitsy Martin-Davis – Director, Rehab Services, OUMC and TCH
Connie Gargano – Director, Cardiovascular Services, OUMC
Kendal Pinkston – VP Operations, TCH
This Afternoon’s Focus
• Launch the concept of the No Pass Zone
• Kickoff of the No Pass Zone campaign
• Introduce the No Pass Zone tools for
implementation
• Review Linkage Grid and Next Steps
• Have fun!
Introduction
At OU Medicine, it’s everyone’s job to assist our
patients, their families, our visitors and each
other.
As with all best-practice patient-centered care
organizations, OU Medicine is dedicated to
providing EXCEL-lent care, ALWAYS!
Introduction
• We Will improve our patients’ experience
by responding quickly & effectively to
their needs
• We Will accomplish this by creating an
environment of CARING &
RESPONSIVENESS using a NO PASS ZONE!
• Together WE Will make a difference!
No Pass Zone Rap
Grab your lunch and join us for the
construction of our No Pass Zone
No Pass Zone
The No Pass Zone Emphasizes that Patients and
Visitors Are Not An Interruption of Our Work
They Are OUR REASON
For Being Here!
The Why - HCAHPS
• During this hospital stay, after you pressed the
call button, how often did you get help as
soon as you wanted it?
3Q
4Q
1Q
2Q
3Q
4Q
2011 2011 2012 2012 2012 2012
OUMC
TCH
Women’s
Edmond
48%
56%
63%
65%
51%
61%
71%
54%
52%
69%
63%
55%
48%
62%
66%
47%
49%
65%
61%
54%
45%
60%
65%
46%
HCAHPS
75TH
71%
71%
71%
71%
90TH
77%
77%
77%
77%
The Why - HCAHPS
• During this hospital stay, how often were your
room and bathroom kept clean?
The Why - HCAHPS
• During this hospital stay, how often was the
area around your room quiet at night?
The Why - HCAHPS
• During your hospital stay, how often did you
get the help in getting to the bathroom or in
using a bedpan as soon as you wanted?
OUMC
TCH
Women’s
Edmond
3Q
2011
4Q
2011
1Q
2012
2Q
2012
3Q
2012
61%
55%
75%
77%
62%
69%
78%
63%
62%
55%
72%
65%
61%
66%
82%
59%
63%
70%
73%
62%
4Q
thru
12/20
47%
60%
76%
58%
HCAHPS
75TH
71%
71%
71%
71%
90TH
77%
77%
77%
77%
What is “The No Pass Zone”?
OU Medicine Employees are EXPECTED to
NEVER PASS:
• Call Lights
• 10 / 5 Rule Opportunities
– Way Finding Opportunities
• Trash & Clutter
• Hand Washing Opportunities
No Pass Zone
• Includes EVERY OU Medicine employee
• It requires YOU to respond to patients or visitors in
need
• If you are unable to help the patient or visitor, YOU will
find someone who can help them
• EVERY Employee, EVERY Patient/Visitor, EVERYwhere,
EVERY Time!
Whenever You See A Call Light, follow
this simple rule:
• N – Never pass them by
• O – Observe patient privacy
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P – Provide what they are asking for, OR
A – Access someone who can
S – Safety First, never put patients at risk
S – Smile & use AIDET
Route To Success
What To Do When Non-Nursing Team
Members Respond To a Patient Call Light
Don’t pass up the
opportunity! Use AIDET,
evaluate patient request
and respond accordingly.
Turn call light off by pressing
cancel button on call light
console. Ask patient if there
is anything else you can do
for them, “I have the time.”
Don’t pass up the opportunity! Use AIDET,
evaluate patient request.
Use Patient Communication Board to
identify nurse’s phone number and call
nurse directly.
If Nurse is not available
Look for HUC or other nursing unit staff
Communicate specific duration and person that will
assist to the patient. Ask patient if there is anything
else you can do for them, “I have the time.”
What Everyone CAN Do
If you see a call light on, you CAN do the following for a patient:
• Reposition call light, telephone, bedside table, chairs, trash can, tissues or
other personal items within reach.
• Assist with making phone calls or answering the telephone.
• Change TV channels or turn the TV on or off.
• Turn lights on or off.
• Obtain personal items such as blanket, pillow, towel, washcloth, slippers,
and toiletries.
• Obtain other items such as pens, pencils, books, magazines, etc.
• Open and/or close privacy curtains.
• Reduce clutter.
• If entering an isolation room, follow proper PPE requirements.
Non-Clinical Staff CANNOT
Only Nursing Staff Can:
• Manage an IV and/or infusion pump
• Offer pain relief
• Remove meal trays or water pitchers
• Assist patients with eating and drinking
• Physically assist a patient
• Turn off any alarms
• Explain clinical matters/treatments as appropriate to your discipline
• Raise or lower a patient bed
Please remember to use key words if you CANNOT assist.
• Let me find the appropriate person to help you. I will let you know how long it will
take.
Key Words
• Hello, my name is (name), from the (department). I
noticed that your call light is on. Is there something
that I can help you with?
• If you can: Yes, I can help you with that.
• If you cannot: Let me find the appropriate person to
help you. I will let you know how long it will take.
• Remember to ask before leaving: Is there anything
else I can do for you? I have the time.
10 / 5 Rule
• At ten feet, acknowledge by making eye
contact and smiling
• At five feet, greet with a Hi, Hello, Good
Morning, etc
• Go the extra mile and help with directions. If
someone appears lost, stop and ask Can I help
you?
– If they do need help, escort them to their location
to within two directional steps, or find
someone who can.
Trash and Clutter
• If you see it, pick it up and throw it away.
– In patient rooms, Outside, In Stairwells, Hallways
• Be aware of equipment (if it is not in use,
move to appropriate storage)
• Avoid clutter from overstocked supplies
Hand Washing
• In front of the patient, every time
• Before and after each patient encounter
• Use key words
– For your safety,
– To prevent infection,
• Hold each other accountable
Shhhh
Keep
It
Down!
Quiet Departments
• We aim to provide an environment conducive
to healing and recovery
• Be aware of the noise you create during your
daily work – day and night
• Keep each other accountable
Resources / Communicate to Staff
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Route to Success
No Pass Zone Video
No Pass Zone Newsletter
No Pass Zone Roadmap
No Pass Zone Campaign Tools
Translating Caring Theory Into Practice: The
Carolina Care Model
Open Discussion
• Anticipated outcomes
• Perceived or identified boulders
• How can we support you
Linkage Grid and Next Steps
Assignment
Department
Director
Department
Director
Departmental
Leadership
Tools and
Validation
Complete
By
Review No Pass Zone
Roadmap
Begin implementation of
the No Pass Zone
Roadmap; keep the course
of the roadmap and reach
out for assistance when
needed; Share information
with departmental
leadership team to create
culture
Discuss plan
with one-up
Discuss plan
with one-up
2/21/2013
Hold departmental staff
meeting to share No Pass
Zone concept using tools
available; 100% Staff to
complete Healthstream
Education
Discuss plan
with one-up;
begin
validation
during EXCEL
Focus Hours
3/31/2013
Activity
3/1/2013
Completed
Yes/No
Questions?