At UChicago Medicine, patient satisfaction scores soar with digital rounds




At UChicago Medicine, paper-based nurse rounding was not totally capturing sufferers’ and households’ suggestions on the level of care.

THE PROBLEM

The paper documentation was not readily accessible to all the care crew, and it was tough to make use of in follow-up calls with sufferers after discharge. The paper-based rounding methodology didn’t improve the patient expertise or present essential data for leaders to impact change.

PROPOSAL

The supplier group turned to vendor Vocera to attempt to resolve this downside. The worth proposition of Vocera Rounds, a digital rounding software, was that it could allow clinicians to seize caregivers’ and sufferers’ voices in a streamlined method and share their conversations with sufferers. Use of the system’s alert notification name expertise would assist nurses talk patient requests to different care crew members to shorten response occasions.

MARKETPLACE

There are many distributors out there with digital rounds expertise, together with Advisory Board, CipherHealth, GetWellNetwork, Huron Consulting and TruthPoint.

MEETING THE CHALLENGE

UChicago Medicine nurses use the rounds app on their iPads. During the preliminary coaching interval, nurse leaders who had been coached on use of the cell app accompanied nurses on their rounds and, the place essential, helped information their conversations with sufferers to facilitate significant engagement.

“Besides documenting each patient’s plan of care, the nurses also created conversations regarding their positive hospital experiences and what they’d like to see improved,” stated Sue Murphy, RN, chief expertise officer, patient expertise and engagement program, at UChicago Medicine. “At the same time, patient requests were communicated more rapidly to the care team, accelerating response times.”

The rounds app additionally helps hospital leaders get forward of potential service points, proactively pinpointing alternatives for enchancment and figuring out high-performing workers members, she added.

“Moreover, digital rounding captures essential data that the discharge care call nurses use when they call high-risk patients to ensure they followed their plans of care after discharge,” she defined. “This team also uses the information collected in the rounding app to make sure that patients’ comments and requests during their hospital stays have been addressed. Creating these conversations with patients makes them feel valued and respected.”

“Besides documenting each patient’s plan of care, the nurses also created conversations regarding their positive hospital experiences and what they’d like to see improved.”

Sue Murphy, RN, UChicago Medicine

If a patient is readmitted, the care crew can entry the info within the rounds app and the care name expertise. The clinicians use this data to be proactive in planning patient engagement primarily based on previous expertise.

RESULTS

After UChicago Medicine applied its new patient expertise and engagement program, and digitized rounding with the rounds app, the healthcare group’s HCAHPS patient satisfaction scores jumped by 30 factors, Murphy reported.

“Among all the facilities contracted with Press Ganey, our hospitals’ scores increased to the 67th percentile from the 12th percentile,” she stated. “Within UChicago Medicine’s peer group of 120 academic medical centers and 299 affiliated hospitals, UCM rose from the 17 percent to the 55 percent ranking.”

The influence of the rounding and communication expertise is a key strategy to enhancing the patient expertise, Murphy acknowledged.

“In December 2017, patients who experienced nurse leader rounding with Vocera Rounds had an Overall Rating of Care mean score of 93.62 percent – performing at the 91st percentile among the Press Ganey national database,” she stated. “Patients who did not experience a daily nurse leader round had an Overall Rating of Care at 80.83 percent – performing in the bottom 5th percentile.”

Leader engagement and tradition change are creating the profound influence on the patient expertise at UChicago Medicine, she added.

“The technology of our iPad rounding is an enabler to assist in achieving our outcomes,” she defined. “The work of experience improvement centers on trusting and caring moments. The interactions that patients and families have with doctors, nurses and other care team members give them confidence they are receiving the best possible care from people who care about their well-being.”

ADVICE FOR OTHERS

“Create an intentional human-centered culture that is committed to improving the healthcare experience,” Murphy stated. “Cultivate a team mindset to build connection, communication and care coordination. Make sure that all stakeholders – including clinical, experience and IT staff members – are engaged in the selection, design and deployment of solutions.”

Most vital, be certain that the expertise has the flexibility to seize patient voices in a streamlined methodology, she added. The consequence from a streamlined patient-centered strategy conjures up and helps enhance the patient expertise, she concluded.

Twitter: @SiwickiHealthIT
Email the author: invoice.siwicki@himssmedia.com




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