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Exemplary Professional Practice l ti

Patient Satisfaction Perception. A word that makes or breaks our patient satisfaction scores. Defined by the Beryl institute as “what is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background etc.” So how do we impact this perception? How do we influence what and why our patients feel the way they do about their hospital experience? When patients speak they want to know they are being heard, taken seriously, respected, kept informed, and they want to participate in their plan of care. One of the biggest expectations and satisfiers for patients and their families is good communication and coordination among all members of the healthcare team. Communication and coordination of care helps ensure patients feel supported emotionally, physically, and that they have received high-quality safe care. Some of the things we completed in 2018 to try and exceed our patients’ expectations and ensure we delivered quality care: • Nurse Leader Rounding – 96% of our patients reported they were rounded on by a Nurse Leader • My Care boards • Bedside Reporting • Recognition Programs for staff (High Fives, Kudos, Caught in the Act, etc.) • Activity Cart • Cell phone charging stations • AIDET training • GME training sessions and monthly meetings i t t r r ks our patient satisfaction scores. Defined by the Beryl insti ute as “what is recognized, r y tie ts and sup ort people. Perceptions vary based on indiv dual experiences uch as beli fs, values, t . we impact this perception? How do we influence what and why our patients fe l the way they do i l ri t t t o they are being heard, taken seriously, respected, kept informed, and they want to partic pate in . f t i st expectations and satisfiers for patients and their families is go d com unication and coordination f t lt c re tea . Co unication and co rdination of care helps ensure patients fe l sup orted emotionally, t r c iv high-quality safe care. i l t in 2 to try and exce d our patients’ expectations and ensure we deliver d quality care: i f o r patients reported they were rounded on by a Nurse Leader i R f r t f , t i t Act, etc.) i t ti i i t ly me tings

• GME involvement in committees • Discharge rounds by Administration • Personal Connections • Focused 2x2’s t i it s i i tr tio ti ’

All of these items have helped us exceed our patients’ expectations, but you as part of the Care Team make the biggest difference. On average, it only takes 56 seconds to make a personal connection with a patient. This is what patients remember. These are the moments people talk about on social media and tell their friends about. It’s the staff member who took time to smile, sit down and have a nonmedical conversation with the patient, even if only for a few minutes. l s xce d our patients’ expectations, r ke the big est dif erence. On l s t make a personal con ection i i t ti ts re e ber. These are the l l t cial media and tell their friends f r t k time to s ile, sit down and i l r ti it the patient, even if only for a

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