IHI Expedition: Improving Patient Experience and Making It Stick
Session 2 Chat Log
Linda Horton: "delighted me" comment from pt family "everyone is so helpful and friendly at this hospital!"
Becca Pollock: Surprised: The staff had been very attentive to the patient and had obviously listened to her story and were empathetic. I sat with her for an hour and she told me of her life. I then made sure we had in place a chaplain and social work consult (this experience is from one of our nurse managers sitting in on the course)
Becca Pollock: Delighted: Steps were taken that were needed for the patient, social work and chaplain were contacted to follow up with her. And confused me was anyone had the time to spend with her and listened to her. She talked the entire hour I was in her room due to so many personal issues
Adrian Duarte: Surprised to know how many pt.'s really like their care in the hospital rather than as PE people hearing complaints and negatives comments.
Mary Jo McElroy: Great synopsis of the lab coat observation!
Barbara Balik: Kari would not be considered perhaps an 'easy' patient!
Barbara Balik: Do you have any questions for Kari?
Nancy Curdy: Thank you Kari for helping us all learn...have you ever heard staff "manage up" the next shift nurse/physician/staff? Make you feel secure or safe with the next provider of care?
Sarah Urtel: Should there be a term limit for a pt advisor
Doug Huisenga: I know from my experience is patient advisors really enjoy when you provide them with a follow up of their recommendations. Thanking them for making a difference and explaining how their input made significant changes is truly valued.
Barbara Balik: Great point, Doug. Advisors tell us that letting them know how they made a difference is very valuable - sometimes it is not visible to them
Michelle Kasparie:
Building on last comment - we use a stop light report to not only communicate how we used feedback & the results but why some may not be used. Always a tricky thing when asking for ideas & suggestions is not being able to implement.
Kari Dudley: Absolutely Doug. But better yet - why not show the advisor the impact of their input vs. just telling them. Point out what was successful, have them interact directly with someone who was impacted positively by the change.
Doug Huisenga: good idea. Thanks
Adrian Duarte: Why don't physician's use A.I.D.E.T.?
Chris Partin: What's the best way to motivate physician buy in???
Jamie Markel: Chris, best way is to show transparency with their performance scores
Chris Partin: All physician scores to all physicians???
Kathi Zarubi: Also get physicians to take the lead w/ their peers
Patrice Milton: Our physicians have been coached and observed and validate on their A.I.D.E.T. If I am rounding and the introduction is not done, I ask the physician to re-introduce himself or have them come back if they run out the room. It is not a like practice and I had to get my nerves ready to do it, but if it is expected of others, it is expected of them as well.
Jamie Markel: yes, we're doing it...now for about 2 years
Barbara Balik: Physician buy in for patient experience - look for champions (those who 'get it', do well with connections or are interested in patient experience); share individual patient experience results if you have them - then eventually all physicians see everyone's scores; test with 1 physician, 1 patient - use PDSA; link to other clinical outcomes - the evidence we provided last time
Barbara Balik: Every system is perfectly designed to get the results it gets!
Barbara Balik: Markers for White Boards - where are they, are they dry?
Adrian Duarte: What about if you are new in your role so there has been nothing implemented?
Amit Mohan: what are the best practices to ensure that marker stays with the board?
Barbara Balik: ask staff what would work for them then test where/how with markers
Michelle Collis: Since some recent studies indicate that bed alarms are very noisy and interrupt patients' sleep, are there are other solutions?