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Achieving Quality in the Pursuit of the Silver AHCA/NCAL National Quality Award. Steve Izzo LNHA, MPH, Administrator Karen Gentile RN, Assistant Administrator/DON Meredith Weil LSW, Director of Social Services Inglemoor Rehabilitation and Care Center (IRCC) Livingston, New Jersey. Objectives.
Steve Izzo LNHA, MPH, Administrator
Karen Gentile RN, Assistant Administrator/DON
Meredith Weil LSW, Director of Social Services
Inglemoor Rehabilitation and Care Center (IRCC)
Livingston, New Jersey
Karen Gentile RN, BSN
A best practice guideline is a “systematically developed method for statements (based on best available evidence) to assist practioner and patient decisions about appropriate healthcare for specific clinical circumstances” (Field and Lohr – 2002, p.8)
The idea is with proper processes a desired outcome can be delivered with fewer problems and complications.
Implementing Best Practices
1. Evaluate your Facility Needs
Content of Review:
I. Instruction and information concerning safety awareness
II. Proper uses of call bells, wheelchairs, assistive devices
III. How they can assist
(P&P) as appropriate
- Retrain staff on new P&P
Meredith Weil, LSW
The Dining Experience PI team was chaired by a department head and line staff from various departments and levels of responsibility.
The team met and developed a resident questionnaire to identify the root causes of the problem. The team divided up the residents in house and completed the questionnaires with them, commencing the data gathering process.
4. We created a callbell checklist for staff when answering call lights: does the resident have water pitcher, phone, callbell, tissues, tv remote in reach before staff exists room?
5. Asking “is there anything else I can do for you?” before you leave the room
6. Continued customer service training. A staff member’s positive/negative attitude can impact a resident who has been waiting for care
7. Maintain the highest staffing levels possible
“No company, small or large, can win over the long run without energized employees who believe in the company’s mission and understand how to achieve it.”Jack Welch, retired CEO of General Electric
Employers should use these opportunities to reinforce and recognize employees who are engaged. Employers must be sure their employees clearly understand that their efforts will be encouraged, good work will be rewarded, and their opinions and ideas matter.
“My InnerView’s “2009 National Survey of Consumers and Workforce in Nursing Facilities” shows that nursing facilities that score higher on employee satisfaction also score higher on family satisfaction. Nursing Facilities that score higher on family satisfaction also score higher on resident satisfaction.” (MIV Supplement, Oct. 2010)
The true power of an engaged and empowered workforce as a catalyst for change is astounding.
If your workforce is engaged and empowered within your organization and satisfied with their job they become the driving force behind providing excellent patient care.
Without engaged employees, change will be met with resistance and performance will suffer.