Session Five Connections: Nursing Communication Kelly McCutcheon - - PDF document
3/6/2012 Session Five Connections: Nursing Communication Kelly McCutcheon Adams, MSW, LICSW, IHI Director Barbara Balik, RN, EdD, IHI Faculty March 7, 2012 2:00 3:00pm EST David Kim David Kim , Institute for Healthcare Improvement (IHI),
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David Kim, Institute for Healthcare Improvement (IHI), is responsible for managing and coordinating a variety of programs based on Key Processes on the IHI Improvement Map. Mr. Kim is a graduate of Boston University. He has been with the IHI for 2 years. He enjoys sports, food, and travel.
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Participants” for questions
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Kelly McCutcheon Adams, MSW, LICSW, Director, Institute for Healthcare Improvement (IHI), has served in this capacity for eight years for a variety of IHI Collaboratives and programs, particularly those focused on critical care. She is a medical social worker with experience in hospice, nursing home, sub-acute rehabilitation, emergency department, and ICU settings. She has also served as faculty for the US Department of Health and Human Services Organ Donation Collaborative and for the Gift of Life Institute.
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Barbara Balik, RN, EdD, Principal, Common Fire Healthcare Consulting, is also Senior Faculty at the Institute of Healthcare
leadership and systems for a culture of quality and safety, including patient- and family- centered care, patient experience, systems to improve transitions in care, and transforming care prior to or with optimization of an electronic health record implementation. She works with leaders to develop adaptive systems to excel and innovate in complex organizations, and to ensure sustained improvement and innovation every day. Ms. Balik's publications include the book, The Heart of Leadership, and the IHI white paper on “Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care,” among others. Previously, she served in senior leadership roles at Allina Hospitals and Clinics, United Hospital, and Minneapolis Children's Medical Center. 6
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At the end of this program, participants would be able to:
domains of patient experience improvement
communication, pain management, and cleanliness
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─ Assess your organization on one of the 4 Improvement Infrastructure Key Change Ideas from 1 (low) to 5 (high) ─ Use the attached PI assessment tool to complete an assessment
team members at your organization
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Capacity Description
Our Organization’s Performance Improvement (PI) system is ……… What I learned when I put HCAHPS data on a run chart … Percent of leaders who can successfully use small tests of change every day … How do I demonstrate PI skills in my work?
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Patient Experience Change Package: Overview
Key areas for improving specific domains of patient experience: Nurse Commun unicat ation, Cleanliness, and Pain Management Staff and Physicians Patient and Family Connection
Leadership
Engagement Improvement/ Infrastructure Foundational Elements for Improving Patient Experience
Today’s Session
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─ Technical quality; competence of providers; reliability; coordination; pain
─ Respect; empathy; address emotional needs ─ Nurse/Team Communication
─ Cause stress or offer calm and healing ─ Cleanliness
» Berry and Seltman, Management Lessons from Mayo Clinic
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for sustainability Patient feedback to staff Ongoing auditing
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Nursing and Patient Care Excellence
Bedside Shift Report Care Boards/ Calls for Nursing TLC Hourly Rounds Discharge Phone Calls
to match actions. Rounding for Influence - Inspect what you Expect
staff to view process from patient perspective. Engage staff in change process, utilize patient stories to emphasize the need for change and also to celebrate early
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important to that individual. At the end of bedside shift report nurse asks patient: “What is the most important thing that I can do for you today that will make you satisfied with your care?” The patient response to this question is written on the care board as the #1 call for nursing, and referenced throughout the day by the entire care team.
system 24/7?
introduced as a best practice. Talk about the impact nurse communication has
pride in the work as opposed to “one more thing”.
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