2018 Senior Leadership Exercise #1 VHHA Center for Healthcare - - PowerPoint PPT Presentation
Improving the Patient and Family Experience in Virginia Hospitals: 2018 Senior Leadership Exercise #1 VHHA Center for Healthcare Excellence February 21, 2018 Housekeeping Slides were sent this morning Webinar is being recorded
VHHA Center for Healthcare Excellence February 21, 2018
morning
– Audio pin prompt
Discuss Objectives and Benefits
Provide Overview of the Senior Leader Exercise #1
Put into Practice: Sentara Martha Jefferson Hospital
Carrie Brady Program Consultant Principal C.Brady Consulting Jonathan Davis President Sentara Martha Jefferson Hospital
2017 Focus #1
Establish structure for shared learning
2018 Focus
Senior Leader Engagement
2017 Focus #2
Content creation and dissemination
2017 Focus #3
Establish network of service excellence peers
Senior Leader Exercise #1
( yes, there will be a #2 ☺ )
HSOPS VARIABLE HCAHPS Average r Feedback and Communication about Error 0.30* 0.25* Handoffs and Transitions 0.34** 0.23 Management Support for Patient Safety 0.34** 0.21 Nonpunitive Response to Error 0.35** 0.28* Organizational Learning/Continuous Improvement 0.46** 0.38** Overall Perceptions of Patient Safety 0.39** 0.31* Staffing 0.45** 0.37** Supervisor/Manager Expectations and Actions Promoting Safety 0.40** 0.30* Teamwork Across Units 0.33** 0.21 Teamwork Within Units 0.47** 0.37** Patient Safety Grade 0.42** 0.33** HSOPS Average 0.41** 0.33*
Consider having the conversation over a group breakfast, lunch or coffee. Create a safe environment for participants to share
Assure participants that their identities will be kept confidential. Arrange for a staff member to take notes on the conversation.
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Communication Patient Education Responsiveness Transitions of care
– What would be the ideal process for patients and staff? – What changes to the process would make the “right thing” easier to do for staff?
and why
– Could that be delivered consistently? (e.g. reverse teach back)
to improvement leaders
– Inform them what is being done with the information they shared – Invite participants to get involved in improvement efforts
– Staff meetings – Leadership retreats – Patient and family advisory council discussions – Senior Leader Rounding on staff
VHHA February 21, 2018
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We improve health every day.
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“It is our aim to make this institution a blessing to this community…”
~Dr. J. Hamilton Browning, Martha Jefferson Hospital Founder, 1906
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www.sentara.com
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Be Purposeful Vs. Wandering
(safety, customer service, equipment related)
a successful day: that employees may have created a “work around” too
and relay patient feedback
expectations, etc.
them for their daily efforts, manage up with patients.
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A SMJH employee, was invited to our Culture of Always committee to discuss her recent hospitalization. There were aspects of her care that were very good (Registration); however, the post-surgery/nursing care experience, overall, was not good. She provided the following examples: the transporter, from PACU to the floor, was curt with her and wouldn’t help her move to the hospital bed; one of her nurses didn’t know where “anything was in the room.” Another nurse came in and commented that it was the first time they had taken care of a patient with her type of surgical procedure. The patient said the nurse’s comment made her worry whether she was on the appropriate unit or not. When the nurses learned she was an employee her care improved since she was one of the family. Given the type of surgery, the patient voiced her concern and distress about being transported through the main lobby at discharge.
– CoA members thanked the patient for her willingness to come share her experience. – The opportunities for improvement around communication and customer service were included into an organization wide Caring Always class. – Teachable moment:
– Discharge processes are being reviewed organization wide.
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Through my recent experiences on the receiving end of care at SMJH, I feel compelled to share my thoughts and impressions to you and the rest of the administrative team. On July 3rd, I found my 84 year old mom on the floor of her apartment. From the minute the EMS providers responded to our call and transported her to the ED she received NOTHING but the absolute best clinical and compassionate care imaginable. Kathy, her ED RN and the other staff were so thoughtful in trying to alleviate her discomfort, explain what was happening, and tend to my needs as well. Dr. Eden admitted her and I was struck by her kindness, empathy and efforts to preserve my mom’s dignity and allay her concerns. Ultimately, it was determined that she has Stage 4 metastatic cancer, and although I watched the shock register on my mother’s face with this devastating diagnosis, the blow was tempered by the amazing compassion, concern and truly personalized care Dr. Longo
respect, compassion and consideration for all of her needs and comfort, as well as kindheartedness and empathy for her family. As a clinician, I am privy to an inside-look at how we treat and provide clinical services—and I was so impressed how every single caretaker made her feel like she was their only patient. The RN’s on the floor consistently went above and beyond any expectations in showing they sincerely cared for
from Health and Wellness, took the time to visit with her and bring her flowers, cards and a smile--- such a tribute to their genuine love and concern for both me and my mom. During a roller coaster week of emotions that come with this kind of diagnosis, I find myself so incredibly grateful for every single person who participated in my mother’s hospitalization to create an experience that was warm, comfortable and compassionate. I am struck by how my mother’s feelings and comfort were of utmost concern by every single staff member who cared for her from the beginning, providing wonderful care, empathy, concern and clinical excellence throughout the hospitalization. I saw the teamwork in action that we all talk about so much, and felt the impact of supreme clinical treatment and the very Martha Jefferson brand of the caring touch. I have never been so proud to work for such a wonderful organization, and to be part of a consummate team.
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