Above and be­yond

Nurses get quick, di­rect feed­back with Care­line

Modern Healthcare - - Special Section -

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.

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