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CARE With Leader Rounding on Patients

C - Create a Patient-Centric Environment
Focusing on patient safety and safety culture, leaders can improve clinical outcomes and quality of care. We recently wrote a blog about Creating a WOW Patient Experience and this all begins by having a patient-centric environment. For example, committing to sit down for even a minute and making eye contact can convey caring and send the message that you have time to listen.

A - Address Service Recovery Issues
Proactively uncover patient issues to prevent HCAHPS fluctuations and zero in on your most common patient issues. Consider a digital rounding tool to help you send alerts to other departments when an issue can’t be resolved on the spot. Increase efficiency of staff and departments by streamlining notifications.

R - Recognize and Reward Care Providers
Leaders round on patients to receive feedback on experience, care, and validation of staff expectations. How do you recognize and coach care providers after your rounds? A leader rounding tool can help you quickly and easily tag care providers during a leader round to ensure they are coached or praised and other actions are taken to improve the patient experience.

E - Evaluate Patient Data and Educate Others
Do you have a binder full of rounding forms? Do you have to page through the forms to look back on a previous round? Consider the time spent on this process alone. With rounding software, review patient data from previous rounds with one click and allow anyone rounding to be adequately informed to easily communicate with patients. Giving you more time for the conversation with the patient.

Nobl Health offers a solution that enables leaders to proactively resolve issues and improve the patient experience. Cadence Leader Rounds allows leaders to uncover, communicate, and resolve issues through automated alerts to other departments.

Creating a WOW Patient Experience

The little things that go above and beyond the basic behaviors to create a “personal” experience or “wow” for each patient are important. These small but significant actions can make a big difference in patients’ perceptions of each encounter with a care provider. Individual staff members don’t have to wait for the whole facility to launch one of the best practices, they can create a change one provider and one patient/family at a time. Choose one new thing to implement each month.

  • Commit to Sit - Sitting down for even a minute and making eye contact can convey caring and send the message that you have time to listen.
  • Pay Attention to the Pillow - Think about how nice a great pillow feels. Hospital pillows are notoriously flat and hard, add a second pillow or flip the pillow to the cool side.
  • The Power of the Warm Blanket - Consider blanket warmers in all patient care areas so that the comfort of a warm blanket is readily available to anyone who feels chilly.
  • Custom Rounding Cart/Tote - Know your population and the typical comfort care items that they need and build a cart or tote that has the basics. Saves you steps and offers immediate support.
  • While You Were Sleeping - Sometimes patients sleep right through your visits and don’t know you were there. Consider leaving a small table tent or note card so they know you were there. Maybe a comfort item too, such as fresh iced water, lotion or another item that you know they appreciate.
  • Family and Friends Matter - Use your processes or resources to reach out to patients’ families and friends and update them before they have to ask. Find out when they will be visiting and available to answer questions. Document the activities and progress for their family member in the available patient portal.

Learn more about how Nobl Health uses technology to improve the patient experience.

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