Above and beyond
Nurses get quick, direct feedback with Careline
Patients and staff at Women & Infants Hospital of Rhode Island in Providence have a new way to recognize employees who go above and beyond in delivering care and supporting patients. Instituted last February, the Careline received phone messages and e-mails thanking 71 different nurses and nursing assistants for their work in its first eight months.
The 247-bed hospital’s Unit Council realized that Press Ganey Associates patient-satisfaction scores, unit initiatives and patient comments did not necessarily describe exactly who had made patients’ hospital stays stand out. And they figured patients who intended to send thank-you notes often forgot.
This direct feedback has given staff greater awareness of precisely how their actions affect patients, boosting morale, promoting teamwork—and increasing patient satisfaction, according to rising Press Ganey scores.