Patient Experience of Care: The Results at CKHS
Being a hospital patient is no one’s idea of a good time.
As part of the most recent Vision Day, Crozer-Keystone Health System nurses talked about changes at their hospital to make the patient experience of care better. And while this was not the primary goal, the changes will result in better financial health for the Health System.
“Ensuring the best patient experience is the right thing for the patient but it is also the best thing for the health of the organization,” says Zanet Lester, MSHA, BSN, RN, director of Nursing Excellence.
A part of an evidence-based concept is the ‘no pass’ concept that has been instituted throughout the health system. “It means that anyone can answer a call or call light,” explains Paul Touhey, RN, in Rehab at Taylor Hospital. “It allows the patient need to be filled more quickly - which increases overall patient satisfaction.”
“It also results in fewer call lights,” explains colleague Nicole Salladino, BSN, RN “The patient’s need is taken care of and the patient feels that someone is attendant to them.”
Touhey also spoke about the benefit of hourly rounding to help improve patient scores in the Taylor Rehab Unit. “This was another way to reduce call light usage as well as reduce medication calls and requests for bathroom assistance.”
In the Springfield Hospital Emergency Department, Diane Neary, BSN, RN, discussed how the implementation of huddles resulted in an improvement of patient scores. “We typically meet every four hours,” she explains. “It improves the communication among the ED team and keeps everyone aware of the care plan. It also identifies an opportunity to keep the patient updated.”
Celeste Quigley, BS, RN, from 5 West at DCMH, shared some of the techniques her unit used to increase their patient satisfaction scores. “We stressed teamwork and instituted a daily safety huddle,” she says.
“We also learned,” Lester says, “that when we are doing all the right things for the patient experience our clinical outcomes are better. Our goal is to improve the patient experience. When we improve our responsiveness, we have fewer falls and fewer falls with injury. When we have improved communications, the patient has a better understanding of the discharge instructions--which increases compliance and decreases readmissions. This affects our reimbursement rate also; our financial health is tied to clinical outcomes and our Patient Experience of Care/ HCAHPS* scores. We all win.”
*Hospital Consumer Assessment of Healthcare Providers and Systems