A new Performance Improvement Initiative at Jamaica Hospital is addressing issues aimed at improving the hospital’s HCHAP scores. Challenged by senior management and 1199SEIU, an interdisciplinary team staffed with employees from nursing, social work, dietary, housekeeping, and financial services was established to improve “patient experiences.” The program was piloted on 3 North.
Specifically, the team worked to increase staff responsiveness. After identifying and analyzing this issue, the team determined call bell usage as a leading indicator of patient dissatisfaction. They worked through a system that helped emerge the top reasons for patients using the call bells. Supported by data, the team identified the top reasons for call bell usage: pain, help with bathroom, food complaints, repositioning/extra pillow or blanket, anxiety, ventilator alarms, and diaper changes.
To respond to these challenges, the team initiated hourly check-ins and instituted a “heads up”/no pass zone, where all staff members on the unit were responsible for immediately responding to call bells. The team also provided welcome bags to all admitted patients in an effort to increase overall patient satisfaction.
Preliminary results showed a significant increase in patient satisfaction scores on 3 North during the period of the performance improvement effort. Success of this pilot will lead to hospital-wide implementation of any new protocol developed through the process.
Patient-centered care is just one of several initiatives the hospital has implemented to help improve HCHAPS scores. Additionally, the Make a Difference ( MAD) initiative began this year. MAD is a project that provides hospital administrators with the opportunity to openly engage with patients in hopes to identify any issues they might have and resolve them in a timely manner.
Dr. Slota offered a special thanks to the members of the 3 North PCC Team for their hard work and dedication: Rebecca Roberts, LCSW Supervisor (Co-chair), Sheron Halley, Financial Investigator (Co-chair), Elaine Stewart, RN, Marykutty Aniyankunju, PCA, Marie Arty, RN, Robin Blackwell, DON, Calvin Blake, PCA, James Hudson, Clinical Nurse Manager, Rachel McCants, PIR, Kathleen Redmond, Dietitian, Jennifer Thomas, Housekeeping, and Martine Wiss, Dietary.