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

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

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) 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.”

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

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 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