Using Video to Demonstrate the Patient Experience - Crozer-Keystone Health System - PA

Using Video to Demonstrate the Patient Experience

As a result of her involvement with the Patient and Nurse Experience of Care Council, Laura Lambert, BSN, RN, CCRN, staff nurse in the Surgical Trauma Unit at Crozer-Chester Medical Center, has taken the concept of improving the patient experience one creative step further.

She has developed a series of videos for each hospital to show the nursing staff the right and wrong way to do things. On each, we see a number of scenarios.

A great greeting starts with a great first impression, Lambert posts on the screen. Your body language, your appearance, demeanor, mannerism and dress, create the customer’s first opinion of you and the care you provide.

In the first video, shot at Crozer, we meet Katie the nurse. She comes in to a patient room and is greeted by a husband and his wife, who is the patient. Katie doesn’t really identify herself. There is no chair for the husband so he can sit and he tells Katie that his wife is in terrible pain. She responds by suggesting to the husband that he sit on a trash can until she can find a chair and says she will see about pain medicine for the wife in a few minutes.

Later, we watch the right way to treat a patient. We see Katie entering the same room. She immediately introduces herself and meets the couple. She notes that the husband doesn’t have a chair and runs out to get one for him. She checks the patient’s chart and arranges for more pain medicine. She is very attentive and asks more than once if they have any questions or need anything.

We also view two nurses chatting outside an elevator bank. A person comes out of the elevator and asks the nurses for the cardiology cath lab. The nurses are not helpful and suggest that she look around.

Later, we watch the same scene but, when the person exits the elevator and asks for help, one of the nurses tells her she will take her to the lab.

Then there is Tanya, the unit secretary, in shock trauma who, when she answers the telephone, finds a worried loved one who is looking to find a patient in the hospital. Tanya asks the name and nicely says that there is no one here with that name.

When we see the scene again it is with Shannon, who is doing the right thing. She tells the caller what she will do, puts the caller on hold and searches out the patient in the system. She then transfers the caller to the patient’s room.

Lambert shared this video with the Patient and Professional Caregiver Experience of Care Council at Vision Day and with her unit. In collaboration with the council, she has completed DCMH and Taylor's videos. All the videos are posted on the CKHS Nursing intranet web page and can be found under "Quality, Safety and the Patient Experience of Care".