Strategic Implementation of Quality Initiatives

Running head: EXECUTIVE SUMMARY 1

Deliverable Four: Executive Summary

LaToya T. Benson

Rasmussen University Online

Healthcare Quality Management

February 19, 2023

Dr. Dawn Ide

Purpose

The second highest priority in healthcare across a is patient satisfaction. Patient satisfaction begins the moment the patient steps in the  hospital door. Patient satisfaction is an essential and commonly used indicator for measuring healthcare quality. It indicates how well the patient's experience was at your medical practice. The "how well" refers not only to the quality of care but also to how happy patients are with the treatment they receive. It measures care quality and gives healthcare providers valuable insights into various aspects of healthcare, including their care's effectiveness and level of understanding (Patient satisfaction, 2019). Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects quality health care's timely, efficient, and patient-centered delivery (Prakash, 2010). Response to call lights has also been associated with patient satisfaction. Delayed responses to answering call lights may result in a patient falling and can affect patient satisfaction. This paper discusses how the call button response time can improve and meet quality standards in the appropriately selected quality improvement model.

Problem

The University Medical Center's most recent survey showed a 5% decline in overall patient satisfaction. Based on a review of the survey data, slow response time to call buttons ranked highest regarding the source of dissatisfaction among patients. There could be many reasons for the decline in customer satisfaction at the University Medical Center. For example, COVID-19 has played a significant role in the fall in customer satisfaction, especially in long-term facilities. Healthcare workers were exposed to substantial physical and mental burdens during the COVID-19 pandemic due to a lack of shortages and resources. Another example could be the using an old call light system. Long-term care facilities still using old call light systems risk the continuation of usability issues that can affect the performance of the staff and contribute to a decrease in patient satisfaction (Ali & Li, 2020). Another example could be lack of consistent rounding of patients.

The Plan-Do-Study-Act (PDSA)

The University Medical Center can consider several quality improvement models and frameworks to promote success. However, I recommend the Plan-Do-Study-Act (PDSA) method, a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product, service, or process (“MQII principles and models of quality improvement”, n.d.) See Figure below:

The Plan-Do-Study-Act (PDSA) method is a way to test a change that is implemented. Going through the prescribed four steps guides the thinking process into breaking down the task into steps and then evaluating the outcome, improving on it, and testing again ("Plan-do-study-act (PDSA) directions and examples. AHRQ." n.d.). For example, if your objective is to maximize your staff's quality of work life, you might find evidence by surveying employees on workplace stressors. Another example is that the PDSA may elicit better interaction with electronic health records (EHRs) and EHR alerts, which, in turn, may yield more efficiency and improved cost of care, as well as better patient outcomes. Another example is that a healthcare organization can use PSDA to implement solutions to enhance and expand telehealth services.

Results of analysis

The University Medical Center's most recent survey showed a 5% decline in overall patient satisfaction based on a slow response time to call buttons. The call button response time can be met with the Plan-Do-Study-Act (PDSA) method by implementation and evaluation of a purposeful rounding (PR) protocol with the following steps: 

· Plan: The Chief Quality Officer and quality team will decide how the new purposeful rounding (PR) practices will be implemented and monitored. These purposeful rounding practices will be developed around the 5 Ps of nursing called pain, position, potty (or personal hygiene), periphery and pump.

· Do: In this stage, the staff is educated on these new practices. Following staff education, the emphasis will be on being intentional while completing tasks to meet patients' needs and expectations. The quality team will monitor the implementation and ensure that nursing staff effectively achieves PR by rounding with staff and collecting relevant insights from patient interviews. 

· Study: Post-intervention data and observations, including patient satisfaction, patient interview, chart audit, and call light data results, will be collected to assess the effectiveness of the PR protocol in this stage. 

· Act:  The data collected and analyzed from the study stage will be measured to determine if patient satisfaction has improved or declined.

Purposeful rounding protocols have been shown to improve the quality of care in hospitals, reduce the number of falls and injuries among patients, and reduce the number of  hospital-acquired infections. Rounding on patients every hour is to address patients' needs proactively. By doing so, we increase the quality of the patient's experience and improve patient satisfaction.

Recommendations

Every interaction and every service provided is an opportunity to impact the patient’s experience. However, every healthcare facility may have a unique culture, whether full service or specialties, one thing that ties all healthcare systems together is the patients. The staff is the backbone of the organization. Therefore, we must engage the staff and patients to create a patient-centric practice and improve patient satisfaction. For example, to get the best out of our staff, we need to clearly define the purpose and goals of the purposeful rounds protocol (“10 ideas to engage your staff in a stellar patient experience,” n.d.).

Another example is to engage staff in the specific area of the 5 Ps of nursing called pain, position, potty (or personal hygiene), periphery, and pump. Training all staff on consistent practices will make patients feel comfortable each time they visit, whether they see the same nursing staff as they did during their last visit protocol (“10 ideas to engage your staff in a stellar patient experience,” n.d.). Another example of engaging the patient and staff is by encouraging customer feedback. Employees will be more motivated to serve patients since their performance will be directly reflected in surveys, online reviews, comment cards, etc. protocol (“10 ideas to engage your staff in a stellar patient experience,” n.d.). Another example of engaging staff is recognizing your high performers—incentivize staff by offering rewards or bonuses to top-performing staff members. The last example of increasing patient satisfaction is open communication between the medical team, patients, and families. This can broaden perspectives, provide new information, and reduce persistent emotional impacts and avoidance of doctors/facilities involved in the error or release of medical care in general.

References

10 ideas to engage your staff in a stellar patient experience. (n.d.). Retrieved February 20, 2023, from https://rollens.com/10-idea-to-engage-your-staff-in-a-stellar-patient-experience/.

Ali, H., & Li, H. (2020, March 27). Use of notification and Communication Technology (call light systems) in nursing homes: Observational study. Journal of medical Internet research. Retrieved February 19, 2023, from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7148550/.

MQII principles and models of quality improvement - malnutrition.com. (n.d.). Retrieved February 19, 2023, from http://malnutrition.com/static/pdf/mqii-principles-and-models-of-quality-improvement.pdf.

Patient satisfaction – why it matters and how to improve it. Healthcare Marketing Agency. (2019, July 28). Retrieved February 18, 2023, from https://www.practicebuilders.com/blog/patient-satisfaction-why-it-matters-and-how-to-improve-it/.

Plan-do-study-act (PDSA) directions and examples. AHRQ. (n.d.). Retrieved February 19, 2023, from https://www.ahrq.gov/health-literacy/improve/precautions/tool2b.html.

Prakash, B. (2010, September). Patient satisfaction. Journal of cutaneous and aesthetic surgery. Retrieved February 18, 2023, from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3047732/#:~:text=Patient%20satisfaction%20is%20an%20important,delivery%20of%20quality%20health%20care.

https://simplenursing.com/5-ps-of-nursing/