Achieving Breakthrough in Patient Satisfaction, Role of the RN Manager
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Achieving Breakthrough in Patient Satisfaction The Role of the RN Customer Satisfaction Manager Suzanne B. Hendery and Teresa Kuta Reske R.N. Baystate Health Springfield, Massachusetts
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Explore the important role of the RN manager in increasing patient satisfaction.
Transcript of Achieving Breakthrough in Patient Satisfaction, Role of the RN Manager
Achieving Breakthrough in
Patient Satisfaction
The Role of the RN Customer Satisfaction Manager
Suzanne B. Hendery and Teresa Kuta Reske R.N.
Baystate HealthSpringfield, Massachusetts
Baystate HealthSpringfield, Greenfield and Ware
Massachusetts
The Core of Our Patient Satisfaction Issues
Not using data in service and clinical care; no MD and health team conversations
Results and key drivers translated into
daily operation
RN Unit ManagerNo time to plan,
measure results, Celebrate with staff
Our Two BreakthroughBreakthrough Solutions
1. Define patient satisfaction goals for each unit; celebrate with managers and units when reaching goals
2. Hire a RN Manager to work ‘knee to knee’ with clinical staff
1a. Define goals for units
Base is 2007 Strategic Plan and Incentive Goals
• 90% excellence rank for Overall Quality of Care for at least 25% of all BH areas surveyed (or 25% in top decile)
• 75% excellence rank for Overall Quality of Care for all areas surveyed (or 75% in top quartile)
1b. Share results for units
Managers Meetings (COO, CNO, CMO)
• Quarterly Report card• Celebrate success at 90% goal
2. Hire a RN for Customer Satisfaction Manager
• Hire “One of our own” to translate data• Share data with RN Managers and staff• Identify solutions• Share best practices• Model communications • ‘Drill down’ with bedside chats • Monitor and celebrate success• Teach curriculum
Where does the RN Customer Satisfaction Manager position
fit?
Nursing
MDs RN Managers
Quality
Marketing
X
Why it is so important now?
Nurse Terry’s Top 10 List for Breakthrough Results
1. Prompting by script recommendations
2. Patient discharge instruction packet
3. See the actual survey
4. Amenity kits
5. Fruit basket celebration @ 90% excellence
6. Responsive RN manager
7. Daily rounding in front of patient and family
8. ‘No one sits down ‘til we all sit down’
9. Mystery observations
10. Key drivers to screw drivers- ask patients and families!
Role of Manager, Customer Satisfaction
Research• Marketing manager
• Clinician• Outcomes manager
• Client advocate• Educator
• Information manager• Systems analyst• Team member• Support market
researcher
Roll the movie!
Translating the Connection
Service Excellence
Clinical Excellence
Patient Satisfaction
Plan-Do-Study-Act
PDSA Model
Improving Quality,
Knowledge and Patient Care
Nursing Research and Patient Satisfaction
Pain Management
• Nurse sensitive outcome• Scaled response (H-CAHPS and PRC)• JCAHO standard• Indictors of patient satisfaction• Nursing attention and management
Thank you!
“People will forget what you said,
people will forget what you did, but people will never forget how you made them feel.”
Maya
Angelou
