Partnership for Positive Patient Encounter

							Partnership for Positive
     Patient Encounter
           A project of synergy—
      Service Excellence, Magnet
               and Patient Safety
 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.
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
   Implementation Timeline
                                          RN/PCT
                 Literature               group
Staff identify   Review       Coord-      identify
need for         Done,        inate       education
uninterrupted    identify     with        needs         Did unit
                                                                                                     All                     Education
time for         care         Magnet      including     obser-                       Staff
                                                                                                     education               for additional
patient care     issues       Project     partnership   vations                      education
                                                                                                     complete                units begun
                                                                                     begun
                                                                                                     on pilot unit



   December 2005 January 2006           April   May     June       July   August   September     October     November Jan 2007       March



                                           Standardized        Education     Facilitators
         Partner with                                                                                                    Unit data
                          Staff groups     PCT report          developed     trained             Unit
         2NE Falls                                                                                                       evaluated
                          Develop          tool                                                  mentors
         prevention
         program          Patient                                                                provided
                          Encounter                                                              follow-up
                          Standard                                                               education
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
Results: Patient Satisfaction
6NE (Pilot unit)
               80
               70
               60                                                   Call
HCAPHS Score




               50                                                   response
                                                                    Toileting
               40
               30                                                   Pain

                                      pilot complete
               20                     Education

               10
                0
                    Sept '05                           Dec '05
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.”
Result: Call lights per patient
day 6NE (Pilot unit)
 10
  9
  8
  7
  6
             PPE education &
             implementation



  5
  4
  3
  2
  1
  0
      Sept                     Dec   Jan   Feb   March
 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
Project Participants
   Leslie Barna, RN        Service Excellence
   Peggy Downing, RN        Planning Committee
   Elmer Dulce, RN         Service Excellence Focus
   Mary Healey, RN          Groups
   Terri Holden, RN        Service Excellence Liaison
                             Committee
   Jeanie Leggett, RN      Nursing Education and
   Himani Singh-Lawhorn     Support Services
   Mary Morrow, RN         Staff of 6NE and all other
   Kathy Orms               general med/surg units
   Jill Rogers, RN
   Sandy Swanson, RN
   Sylvia Williams, RN