Transcript Slide 1
Partnership for Positive
Patient Encounter
A project of synergy—
Service Excellence, Magnet
and Patient Safety
Project Aim
Increase patient satisfaction and
safety by instituting hourly patient rounds
that address specific patient care issues
which are reported in the literature to
decrease patient falls, decrease patient calls
and improve satisfaction.
And, alter staff workflow by caring for patient
needs proactively through RN/PCT
partnership. Evidence shows this will
increase staff time available for uninterrupted
direct patient care.
Positive Patient Encounter: 6 Ps
Prompt Response—hourly rounds
Patient Introduction—knock, introduce self
and reason you are in the room
Privacy—close door and curtain
Position—reposition patient as needed
Pain—assess pain and individualize plan
Personal hygiene needs—offer toileting
assistance
Implementation Timeline
Staff identify
need for
uninterrupted
time for
patient care
Literature
Review
Done,
identify
care
issues
Coordinate
with
Magnet
Project
December 2005 January 2006
Partner with
2NE Falls
prevention
program
RN/PCT
group
identify
education
needs
including
partnership
April
Staff groups
Develop
Patient
Encounter
Standard
May
Did unit
observations
June
Standardized
PCT report
tool
Staff
education
begun
July
August
Education
developed
September
Facilitators
trained
All
education
complete
on pilot unit
October
Unit
mentors
provided
follow-up
education
Education
for additional
units begun
November Jan 2007
Unit data
evaluated
March
Education Implemented:
A partnership model to provide care
Introduction of revised Nursing Vision, Nursing
Philosophy as the foundation
Interactive presentation of the Patient Encounter
Standard
Delegation and Partnership in providing care
Communication Skills including Conflict
Management
Additional education for staff mentors to
reinforce education during work hours
Results: Patient Satisfaction
6NE (Pilot unit)
80
60
Call
response
Toileting
50
40
30
Pain
Education
pilot complete
HCAPHS Score
70
20
10
0
Sept '05
Dec '05
Patient comment: What most impressed me was “the systematic approach to routine
care. There was always someone checking on me for comfort-pain- and vital signs.”
Result: Call lights per patient
day 6NE (Pilot unit)
10
9
8
7
PPE education &
implementation
6
5
4
3
2
1
0
Sept
Dec
Jan
Feb
March
Learnings and
Evidence-based practices can be implemented
Every caregiver can ask about pain!
RN and PCT partnering through education is
well received
Follow-up and sustaining activities are critical
Next Steps…
Education of all medical-surgical unit staff
Follow-up and sustaining activities led by staff
Continued assessment of impact and further
planning
Project Participants
Leslie Barna, RN
Peggy Downing, RN
Elmer Dulce, RN
Mary Healey, RN
Terri Holden, RN
Jeanie Leggett, RN
Himani Singh-Lawhorn
Mary Morrow, RN
Kathy Orms
Jill Rogers, RN
Sandy Swanson, RN
Sylvia Williams, RN
Service Excellence
Planning Committee
Service Excellence Focus
Groups
Service Excellence Liaison
Committee
Nursing Education and
Support Services
Staff of 6NE and all other
general med/surg units