Partnership for Positive Patient Encounter

1. Partnership for Positive Patient Encounter A project of synergy— Service Excellence, Magnet and Patient Safety

2. 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.

3. 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

4. Implementation Timeline RN/PCT group identify education needs including partnership Literature Review Done, identify care issues Staff identify need for uninterrupted time for patient care Coord-inate with Magnet Project Did unit obser-vations All education complete on pilot unit Education for additional units begun Staff education begun December 2005 January 2006 April May June July August September October November Jan 2007 March Partner with 2NE Falls prevention program Standardized PCT report tool Education developed Staff groups Develop Patient Encounter Standard Facilitators trained Unit mentors provided follow-up education Unit data evaluated

5. 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

6. Results: Patient Satisfaction 6NE (Pilot unit) Education pilot complete 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.”

7. Result: Call lights per patient day 6NE (Pilot unit) PPE education & implementation

8. 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

9. 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 Project Participants