Implementing Bedside Handoff to Increase Patient Satisfaction and

Implementing Bedside Handoff to Increase Patient Satisfaction and Collaboration Chantel Bent, Student Nurse. Cassandra Billburg, Student Nurse. Emily Ungs. Student Nurse. Alyssa Bianco, Student Nurse. Purpose Results Measures q. Data from the 2012 HCAHPS scores showed that patients are unsatisfied with nurse-to-patient communication. Patients feel uninvolved in their plan of care. (HCAHPS, 2012). q After implementing bedside report, we will monitor HCAHPS scores and patients’ response in order to measure the effectiveness of bedside report. q Customer perspective: Patients feel that nurses do not convey information in a way that they can understand. We will measure the improvement of this by rounding on patients and asking them if they feel that they are involved in their plan of care. q Improving communication between nurses will improve patient communication HCAHPS scores as well as patient satisfaction with the level of care provided (Caruso, 2007). Background Process Improvement q“Bedside handoff is one avenue to promote patient safety by allowing patients and families to be active participants in the nursing shift handoff procedure. “ (Maxson, Derby, Wrobleski, & q. According to Bedside Shift-to-Shift Nursing Report: Implementation and Outcomes, in just one year, implementing bedside report increased nurse satisfaction with the report process from 37% to 78% and increased white-board communication adherence from 25% to 98%. Foss, 2012). q. Providing handoff on the plan of care to the patient will allow the patient to feel more satisfied with communication during their hospital stay. q. Handoff give the patient a chance to collaborate with nurses on their plan of care. During this hospital stay, how often did nurses listen to you? (Evans, Grunawait, Mc. Clish, Wood, & Friese, 2012). 90 85 80 76 75 73 72 71 73 69 70 65 63 65 q Giving handoff away from the bedside provides an opportunity for missed details between shifts. q. Patients are better able to influence their continuum of care and provide details if report is done at the bedside. 79 63 59 60 Wood, & Friese, 2012). 55 50 42 45 Limitations / Lessons Learned 40 Improvement Tools/Methods 8) 6) =2 =2 Stretch: 90 th %tile - 82 (n Ap r-1 3 ar M Fe Ja b- n- 13 13 (n (n =1 =2 (n (n 12 c. De Target: 75 th %tile - 77 7) 6) =2 6) 6) (n 2 v 1 No Oc p. Se Threshold: 50 th %tile - 73 =2 19 ) t-1 2 (n = 12 (n 12 g. Au (n = 26 ) 9) =2 4) =2 (n Ju M Ju ay n- l-1 2 12 -1 2 (n (n = =2 25 ) 1) 35 q Prevalence of the problem: q Microsystem level: Reference charts. q Organization level: See handouts. Score Trend During this hospital stay, how often did nurses explain things in a way you could understand? 90 85 80 80 76 76 76 75 71 70 62 65 60 50 46 References 45 40 8) =2 (n (n Score 3 r-1 Ap ar M b. Fe Stretch: 90 th %tile - 81 -1 3 (n 13 13 n. Ja =2 4) 7) =1 =2 (n (n De c- 12 (n 2 v 1 No Target: 75 th %tile - 77 6) =2 5) 6) =2 18 ) Oc t-1 2 (n = Se p- 12 (n 12 g- Threshold: 50 th %tile - 73 (n = 25 ) 9) =2 4) =2 (n 2 l-1 Ju 12 n. Ju ay -1 2 (n (n = =2 25 ) 1) 35 M q. HCAHPS Scores based on the following questions: q. During this hospital stay how often did nurses treat you with courtesy and respect? q. During this hospital stay how often did nurses listen carefully to you? q. During this hospital stay how often did nurses explain things in a way you could understand? 62 61 67 65 q Possible limitations include nurses’ willingness to implement bedside report, the ability of the nurse to give report appropriately, language barriers between nurse and patient, cognitive status of the patient. q. Lessons learned: In order for the initiation of bedside report to be effective there must be continuity among nurse compliance. Managers must follow-up on patients’ satisfaction with nurse communication. 54 55 Au q Fishbone diagram q. Bedside report increases patient satisfaction as a result of being more involved in their care and being able to identify their caregivers for the shift. (Evans, Grunawait, Mc. Clish, Trend Team Members q Chantel Bent: Student Nurse 3 N Step-down telemetry unit. q. Alyssa Bianco: Student Nurse 4 N Medical/Surgical/Oncology q. Cassandra Billburg: Student Nurse Level 4 Medical/Surgical q. Emily Ungs: Student Nurse 3 E Progressive Care Mease Countryside Hospital q. Evans, D. , Grunawait, J. , Mc. Clish, D. , Wood, W. , & Friese, C. R. (2012). Bedside Shift-to-Shift Nursing Report: Implementation and Outcomes. MEDSURG Nursing, 21(5), 281 -292. q. Maxson, P. M. , Derby, K. M. , Wrobleski, D. M. , & Foss, D. M. (2012). Bedside Nurse-to-Nurse Handoff Promotes Patient Safety. MEDSURG Nursing, 21(3), 140 -145. q. Caruso, E. (2007). The evolution of nurse-to-nurse bedside report on a medical-surgical cardiology unit. MEDSURG Nursing, 16(1), 17 -22. q. HCAHPS Scores (2012)