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Teamwork to Achieve Better Patient Satisfaction and Outcomes
Beth Oliver, DNP, RN
- Sr. VP Cardiac Services
Mount Sinai Health System November 15, 2019 Nurse Practitioner Symposium
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Teamwork to Achieve Better Patient Satisfaction and Outcomes Beth - - PowerPoint PPT Presentation
Teamwork to Achieve Better Patient Satisfaction and Outcomes Beth - - PowerPoint PPT Presentation
Teamwork to Achieve Better Patient Satisfaction and Outcomes Beth Oliver, DNP, RN Sr. VP Cardiac Services Mount Sinai Health System November 15, 2019 Nurse Practitioner Symposium Mount Sinai Health System Values Teamwork Safety Empathy
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What Does Real Teamwork Look Like?
We all recognize it when we see it……
A Group Functioning As… ONE NOT
- ne
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What Does Teamwork in Healthcare Look Like?
Where the skills of all members are understood & respected
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Teamwork in Healthcare
- Teamwork in healthcare is defined as
two or more people who interact interdependently with a common purpose, working toward measurable
- goals. *
- Health care is a multidisciplinary
profession in which people from many different professions and roles must work together, communicate often, and share resources.
*HRH Global Resource Center: Why is Teamwork in Healthcare Important? https://www.hrhresourcecenter.org/HRH_Info_Teamwork.html
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Teamwork in Healthcare
- Multidisciplinary teams result in better patient outcomes
- The essential component of teamwork is Effective
Communication, which is the basis for the following: ü Collaboration ü Sharing of Information ü Shared goals
- Teamwork in the Healthcare
ü Creates a flattened hierarchy which intensifies interprofessional exchange
ü Develops Health Care Professionals that are more satisfied with their work
- Happy Employees = Happy Patients
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Cultivating Effective Communication in Healthcare
- “An estimated 80% of serious medical errors involve
miscommunication between caregivers” – The Joint Commission
- Utilizing standardized protocols, policies, procedures
and documentation reduces risk of miscommunication:
- Example: TIME-OUT, handoff communication
- Formal interdisciplinary meetings, sessions and forums
should be used to overcome barriers to communication (example – Cath Lab QA meetings)
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Teamwork – A Key Element of the Comprehensive Cardiac Center (CCC) Certification
Voluntary program for hospitals with robust cardiac care services seeking to evolve and elevate patient care across an extensive array of cardiac domains
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- New program that began in 2017
- In collaboration with the American
Heart Association effective January 1, 2019
- A “service line” certification
- Two reviewers for two days
Mount Sinai Hospital achieved Comprehensive Cardiac Center Certification in December 2018
Together Everyone Achieves More
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Teamwork & Patient Experience
MSH HCAHPS Survey Activities That Can Influence the Perception of Teamwork:
- Comprehensive integration of daily care rounds with all staff
members present (MDs, Advanced Practice Providers, nurses, nurse manager, MDs, social work, case management)
- Development of patient goal sheets at daily rounds
- IPASS Handoff at the bedside one way to demonstrate teamwork
to patients The Patient’s Perception of Teamwork is a Key Driver of Patient Experience
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I P A S S
Completed Before Entering the Patient’s Room Patient Summary
- Medical history up to
admission Action Items
- Tasks to finish during RN’s
shift Situation Awareness
- Questions by the oncoming
shift Synthesis
- Review/Repeat back to RN
Illness Severity
- Review patient status
Effective Communication Method: IPASS Handoff Example
S A F E T Y
Completed at the Bedside
Stand at the bedside
- Introduce the oncoming RN
Assess your patient
- Check pain, IV, meds, skin, oxygen
Fall Risk Explain Plan of Care
- Review the schedule with your
patient Try to Involve Your Patient Why?
- Ask if your patient has any
questions
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IPASS VIDEO
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Teamwork in Healthcare
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