Leader rounding allows staff to proactively connect with patients and families. It fosters unit communication and reinforces a commitment to family-centered care and excellence in patient experience. Along with identifying opportunities for improvement, leader rounding also provides a way to recognize individual staff members who receive positive patient feedback.
In 2017, Lea Albright, Hospitalist Program Manager, needed to impact physician communication and discharge instruction HCAHPS scores. With limited practice by private physicians, the activities of the hospitalists were driving the data. A lack of provider specific patient comments from HCAHPS scores limited buy-in by physician leaders to enforce needed behavior changes to improve communication.
Address Needs Increase employee retention in your organization through addressing needs, recognizing staff, and sharing information. Engage your staff to provide the best care to patients. Reconnect with your staff with these three simple steps. Address Needs Genuinely, take the time to listen to employees about their issues and concerns. Use customized surveys to ask relevant questions that can...
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...
If you have worked anywhere in a service industry, you are fully aware of the value of relationships. Whether you are serving retail customers, hotel guests or patients and families in the hospital they must trust that you know what you are talking about, listen to their needs/concerns, and work to meet those needs. Unfortunately, in the healthcare industry, the “customer isn’t always right.”...
I’m currently working on a literature review to compile evidence and best practices around nurse leader rounding on patients and employees. It is interesting that with everyone jumping on the rounding bandwagon, very few of these published articles in this area are research. Instead, the journals abound with rounding case reviews or process improvement projects all geared toward HCAHPS as an...
