February 8 – 11, 2015 the Rural Health Care Leadership Conference will welcome nearly 600 rural hospital and health system leaders and others to the Arizona Grande Resort in Phoenix to discuss the current challenges and the accomplishments occurring in rural hospitals. Holy Cross Hospital Nogales, AZ was selected to present, Transformation of a Rural CAH on the Mexican Border: From Burned Out to Inspired and Engaged.
Holy Cross Hospital’s ED serves as the first interaction between the hospital and its patients. Holy Cross Hospital struggled with poor ED performance, which affected its reputation and contributed to stagnant ED volume levels. Since the Holy Cross ED accounted for 68% of all inpatient admissions, operational inefficiencies were impacting the overall patient experience, likeliness to recommend and the communities perception of overall quality of care.
Debbie Knapheide, RN, VP, Chief Operating Officer, Chief Nursing Officer and Roy Farrell, MD, Chief Medical Officer, will share how they partnered with from We Empower Consciousness, LLC to systematically improve the patient’s experience. Through an innovative and collaborative process, they renewed the emergency patient experience from arrival to discharge as well as perception of teamwork, physician and nurse communication, and overall quality of care throughout the facility. The ED operational improvements have had a significant impact in all areas of the hospital. Professional Research Consultant (PRC) patient satisfaction scores rose from the 6.7 percentile to the 57.6 percentile. Wendy M. Perrell, EdD. used Service Excellence Essentials to produce double-digit gains.
Scripting, keywords and actions that create a welcoming first impression.
AIDET Managing Up Physical Therapist
- Reference page with scripting when using AIDET, “managing-up” the team and service recovery.
- Tips for introducing team members in a clinical environment.
- Tool to review keywords and actions during shadowing and coaching physicians.
ED SCRITPING FOR HALLWAY PATIENTS
Scripting, keywords, and actions that decrease anxiety for patients placed in the hallway.
ENGAGING COMMUNICATION TECHNIQUES
- Tips for engaging team members and patient in productive two-way conversations.
- Scripting, keywords and actions that support an outstanding patient-centered care.
THE PATIENT EXPERIENCE 3 COMPONENTS
- Physician survey questions aligned with keywords, actions and AIDET behaviors that support a patient-centered care environment.
HCAHPS REGISTRATION AND TEAMWORK
- Registration questions aligned with keywords, actions and AIDET behaviors that support a patient-centered care environment.
PHYSCIAN AIDET MANAGING UP HANDOUT2
- Reference page with scripting when using AIDET, “managing-up” the team and service recovery.
- Collect critical information to support and track physician engagement.
PATIENT CENTERED POSITIVE INTENT COMMUNICATION
- Giving explanations and sharing positive intent will enhance the patient’s/family member’s understanding and perception of their care experience.
- Scripting that supports the “overall level of safety” feeling during patient-centered care.
- Scripting that eases patient anxiety when moving from the ED to an Inpatient Unit.
- An example of showing appreciation for teamwork and outstanding patient care.
The following significant improvements were revealed when patients responded with an “excellent” rating on satisfaction survey questions.
- Registration improved from 24 % to 43.8 %
- Nurse understand and caring 40 % to 50.3 %
- Nurse explain treatment and tests 38.1 % to 51.6 %
- Nurse explain how to care at home (discharge instructions) from 37.8 % to 51.7 %
- Doctor Quality of care from 37 % to 51.3 %
- Doctor understand and caring 39 % to 51.6 %
- Doctor explain treatment and tests 38 % to 51.1 %
- Teamwork from 34 % to 54.6 %
- Overall quality of care 37 % to 51 %
- Cleanliness 34 % to 55 %
- Overall safety 38% to 53%
The mean rate of ED patients that left without being seen (LWBS) dropped from 0.75 % to .08%.
Congratulations to the Holy Cross ED Team and their Physician Partners at Team Health for achieving excellence.
