The Roadmap Construction Crew Sharon Dillard – VP Nursing, OUMC Edmond Gordon Heiselbetz – VP Support Services Krystal Murer – Perioperative Services Process Improvement Analyst Kim Corcoran – Coordinator, Nursing Administration Jennifer McAlister – Manager, Ortho/Neuro, OUMC Erin Ogee – Director, Procedural Services, Dialysis, MICU, ICU West Deb Mordecai – VP Adult Services, OUMC Eric Ferguson – Manager, Creative Services Cathy Pierce – VP Pediatric and Women’s Services, TCH Toni Steele – VP Patient Access and Nursing Administration Julie Fanselau – Director, Respiratory Care and Sleep Lab, OUMC and TCH Mitsy Martin-Davis – Director, Rehab Services, OUMC and TCH Connie Gargano – Director, Cardiovascular Services, OUMC Kendal Pinkston – VP Operations, TCH
This Afternoon’s Focus Launch the concept of the No Pass Zone Kickoff of the No Pass Zone campaign Introduce the No Pass Zone tools for implementation Review Linkage Grid and Next Steps Have fun!
At OU Medicine, it’s everyone’s job to assist our patients, their families, our visitors and each other. As with all best-practice patient-centered care organizations, OU Medicine is dedicated to providing EXCEL-lent care, ALWAYS! Introduction
We Will improve our patients’ experience by responding quickly & effectively to their needs We Will accomplish this by creating an environment of CARING & RESPONSIVENESS using a NO PASS ZONE! Together WE Will make a difference!
No Pass Zone Includes EVERY OU Medicine employee It requires YOU to respond to patients or visitors in need If you are unable to help the patient or visitor, YOU will find someone who can help them EVERY Employee, EVERY Patient/Visitor, EVERYwhere, EVERY Time!
Whenever You See A Call Light, follow this simple rule: N – Never pass them by O – Observe patient privacy P – Provide what they are asking for, OR A – Access someone who can S – Safety First, never put patients at risk S – Smile & use AIDET
Route To Success What To Do When Non-Nursing Team Members Respond To a Patient Call Light Don’t pass up the opportunity! Use AIDET, evaluate patient request and respond accordingly. Turn call light off by pressing cancel button on call light console. Ask patient if there is anything else you can do for them, “I have the time.” Use Patient Communication Board to identify nurse’s phone number and call nurse directly. Don’t pass up the opportunity! Use AIDET, evaluate patient request. Communicate specific duration and person that will assist to the patient. Ask patient if there is anything else you can do for them, “I have the time.” Look for HUC or other nursing unit staff If Nurse is not available
What Everyone CAN Do If you see a call light on, you CAN do the following for a patient: Reposition call light, telephone, bedside table, chairs, trash can, tissues or other personal items within reach. Assist with making phone calls or answering the telephone. Change TV channels or turn the TV on or off. Turn lights on or off. Obtain personal items such as blanket, pillow, towel, washcloth, slippers, and toiletries. Obtain other items such as pens, pencils, books, magazines, etc. Open and/or close privacy curtains. Reduce clutter. If entering an isolation room, follow proper PPE requirements.
Non-Clinical Staff CANNOT Only Nursing Staff Can: Manage an IV and/or infusion pump Offer pain relief Remove meal trays or water pitchers Assist patients with eating and drinking Physically assist a patient Turn off any alarms Explain clinical matters/treatments as appropriate to your discipline Raise or lower a patient bed Please remember to use key words if you CANNOT assist. Let me find the appropriate person to help you. I will let you know how long it will take.
Key Words Hello, my name is (name), from the (department). I noticed that your call light is on. Is there something that I can help you with? If you can: Yes, I can help you with that. If you cannot: Let me find the appropriate person to help you. I will let you know how long it will take. Remember to ask before leaving: Is there anything else I can do for you? I have the time.
10 / 5 Rule At ten feet, acknowledge by making eye contact and smiling At five feet, greet with a Hi, Hello, Good Morning, etc Go the extra mile and help with directions. If someone appears lost, stop and ask Can I help you? – If they do need help, escort them to their location to within two directional steps, or find someone who can.
Trash and Clutter If you see it, pick it up and throw it away. – In patient rooms, Outside, In Stairwells, Hallways Be aware of equipment (if it is not in use, move to appropriate storage) Avoid clutter from overstocked supplies
Quiet Departments We aim to provide an environment conducive to healing and recovery Be aware of the noise you create during your daily work – day and night Keep each other accountable
Resources / Communicate to Staff Route to Success No Pass Zone Video No Pass Zone Newsletter No Pass Zone Roadmap No Pass Zone Campaign Tools Translating Caring Theory Into Practice: The Carolina Care Model
Open Discussion Anticipated outcomes Perceived or identified boulders How can we support you