BACK TO THE BASICS
What is the first thing you should do before entering a patients room?
Knock.
Wait for a response and ask for entry
How do patients rate their care?
By filling out a patient satisfaction survey upon discharge. We strive for 5's. The rating of 4 is a 75%!
Patient survey comment: "one nurse was impatient and somewhat hostile toward me"
How did the patient feel?
What could have been differently?
What is the first thing you should do once you have entered the patient's room?
Introduce yourself and your role. Explain the reason for your visit. Engage each person in the room.
What are the questions under the nursing section on the patient satisfaction survey? Name at least one
1. Courtesy and respect of the nurses
2. How well the nurses kept you informed about your treatment and progress
3. Overall quality of nursing care received on the day shift
4. Overall quality of nursing care received on the evening shift
Scenario: patient says to you "I am only going to be here 3 days and then I am going home"
How do you respond?
What is our patient satisfaction survey moto? We strive for.....
5's!!
What do you do when a patient or family member expresses a concern to you?
Always elevate
Patient survey comment: "not enough staff to meet the needs of the patient. Had to wait too long to get assistance to the bathroom.
How did the patient feel?
What could have been done differently?
How can we improve the question "staff's promptness in responding to your requests?"
Example from staff
Addressing needs before leaving room
Using Scripting "I want to ensure I am prompt in responding to your request of....."
What is service recovery?
It is a proactive approach to feedback and resolving concerns while they are in our care.
Scenario: a patient expresses concern to you regarding a certain discipline or shift
How do you respond?
What is the does ART of Caring stand for?
A - Acknowledge
R - Relationship/Rapport
T - Thank
Based on a research study done at Brooks, what are the top two things patients remember from their inpatient stay?
1) Staff
2) Progress they made
Scenario: patient asked you a question and this was your response
"I already told you"
How does that make the patient feel?
What could have been said differently?
How do YOU explain discharge plans or provide training to patient/family?
Staff Example
Early caregiver training
What matters most to our patients? 3 things they are looking for from us
1) Compassion connected care
2) Communication keeping them informed
3) Discharge preparation and training
Scenario: patient asked you a question and this was your response
"we are understaffed"
How did this make them feel?
What could of been said differently?