2 The Roadmap Construction Crew Sharon Dillard – VP Nursing, OUMC EdmondGordon Heiselbetz – VP Support ServicesKrystal Murer – Perioperative Services Process Improvement AnalystKim Corcoran – Coordinator, Nursing AdministrationJennifer McAlister – Manager, Ortho/Neuro, OUMCErin Ogee – Director, Procedural Services, Dialysis, MICU, ICU WestDeb Mordecai – VP Adult Services, OUMCEric Ferguson – Manager, Creative ServicesCathy Pierce – VP Pediatric and Women’s Services, TCHToni Steele – VP Patient Access and Nursing AdministrationJulie Fanselau – Director, Respiratory Care and Sleep Lab, OUMC and TCHMitsy Martin-Davis – Director, Rehab Services, OUMC and TCHConnie Gargano – Director, Cardiovascular Services, OUMCKendal Pinkston – VP Operations, TCHGordon
3 This Afternoon’s Focus Launch the concept of the No Pass ZoneKickoff of the No Pass Zone campaignIntroduce the No Pass Zone tools for implementationReview Linkage Grid and Next StepsHave fun!Gordon
4 IntroductionAt 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!Gordon
5 IntroductionWe Will improve our patients’ experience by responding quickly & effectively to their needsWe Will accomplish this by creating an environment of CARING & RESPONSIVENESS using a NO PASS ZONE!Together WE Will make a difference!Gordon – Before we launch into the video, OUMS leaders will come back after you pick up your lunch, but we invite all leaders to join us for the implementation portion because the success of this program is dependent on the entire enterprise.
7 Grab your lunch and join us for the construction of our No Pass Zone Gordon
8 No Pass Zone They Are OUR REASON For Being Here! The No Pass Zone Emphasizes that Patients and Visitors Are Not An Interruption of Our WorkThey Are OUR REASONFor Being Here!CathyWhen you are walking down the hall, are YOU always picking up trash? Are YOU always looking up, or are you texting? People might consider that they are already doing this, but our HCAPS are not showing it. Observe your staff, coach your staff. We can do better.
9 The Why - HCAHPSDuring this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?Cathy
10 The Why - HCAHPSDuring this hospital stay, how often were your room and bathroom kept clean?Cathy
11 The Why - HCAHPSDuring this hospital stay, how often was the area around your room quiet at night?Cathy
12 The Why - HCAHPSDuring your hospital stay, how often did you get the help in getting to the bathroom or in using a bedpan as soon as you wanted?Cathy
13 What is “The No Pass Zone”? OU Medicine Employees are EXPECTED toNEVER PASS:Call Lights10 / 5 Rule OpportunitiesWay Finding OpportunitiesTrash & ClutterHand Washing OpportunitiesJulieDuring the video that was played before lunch, you got a snapshot of different scenarios that represent the No Pass Zone.The construction crew has determined that the no pass zone is our first tactic that we can all do together that will make a difference in our Excel initiatives. There are four key areas that we have identified to implement that will help us obtain an impact. We will NEVER pass up these opportunities.
19 No Pass Zone Includes EVERY OU Medicine employee It requires YOU to respond to patients or visitors in needIf you are unable to help the patient or visitor, YOU will find someone who can help themEVERY Employee, EVERY Patient/Visitor, EVERYwhere, EVERY Time!Julie
21 Whenever You See A Call Light, follow this simple rule: N – Never pass them byO – Observe patient privacyP – Provide what they are asking for, ORA – Access someone who canS – Safety First, never put patients at riskS – Smile & use AIDETMitsyRequest “We Won’t Pass You By” song clip to play here.
22 Route To SuccessWhat To Do When Non-Nursing Team Members Respond To a Patient Call LightDon’t pass up the opportunity! Use AIDET, evaluate patient request and respond accordingly.Don’t pass up the opportunity! Use AIDET, evaluate patient request.Use Patient Communication Board to identify nurse’s phone number and call nurse directly.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.”If Nurse is not availableMitsyGreen = Non nursing personnel – able to respondBlue = non nursing personnel – not able to fulfill the requestLook for HUC or other nursing unit staffCommunicate 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.”
23 What Everyone CAN DoIf 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.Mitsy
24 Non-Clinical Staff CANNOT Only Nursing Staff Can:Manage an IV and/or infusion pumpOffer pain reliefRemove meal trays or water pitchersAssist patients with eating and drinkingPhysically assist a patientTurn off any alarmsExplain clinical matters/treatments as appropriate to your disciplineRaise or lower a patient bedPlease 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.Mitsy
25 Key WordsHello, 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.Mitsy
27 10 / 5 Rule At ten feet, acknowledge by making eye contact and smiling At five feet, greet with a Hi, Hello, Good Morning, etcGo 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.Kim
29 Trash and Clutter If you see it, pick it up and throw it away. In patient rooms, Outside, In Stairwells, HallwaysBe aware of equipment (if it is not in use, move to appropriate storage)Avoid clutter from overstocked suppliesKendalEmphasize that there will be staff not comfortable addressing all of these
35 Quiet DepartmentsWe aim to provide an environment conducive to healing and recoveryBe aware of the noise you create during your daily work – day and nightKeep each other accountableJennifer
36 Resources / Communicate to Staff Route to SuccessNo Pass Zone VideoNo Pass Zone NewsletterNo Pass Zone RoadmapNo Pass Zone Campaign ToolsTranslating Caring Theory Into Practice: The Carolina Care ModelSharon
37 Open Discussion Anticipated outcomes Perceived or identified boulders How can we support youSharonEncourage leaders to think about what it will look like in their department