D4.Call to Care. Deborah Bachand
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Transcript of D4.Call to Care. Deborah Bachand
NO DISCLOSURES
all toCARE
Deborah Bachand RN, BAManager Quality Improvement
Projects Surgical Services
By June 2015, Island Health staff will demonstrate
a 20%* improvement in patient satisfaction** with
surgical discharge processes* by implementing
a post -operative follow-up phone call 24 hours post
discharge from surgical units.
AIM STATEMENT
* From 65% to 85%
** BC Ministry of Health Surgical Patient Experience Survey 2012
Surgical Patient Satisfaction Survey* reveals gaps in our discharge information:
o When to resume normal activityo Danger signals to watch foro Discussion of anxieties and fearso Family communication with Physiciano Information about recovery at homeo Medication side effects
* 2012 BC Ministry of Health
I called a patient following his simple inguinal hernia repair, he reported that he spent the night in the emergency room with numbness in one leg.
He was sent home no treatment required.
I realized I had neglected to tell him about the possible side effect of Marcaine injected at the end of the procedure.
A Patient’s Story
PATIENT FEEDBACK PROVIDES IMMEDIATE QUALITY IMPROVEMENT OPPORTUNITES
FOR HEALTH CARE PROVIDERSHow is you pain? Rate your pain on the ‘Pain Scale’
Everyone is doing it...
Walmart ® Customer Care Survey
Hyundai® Customer Care Agreement
WE CAN DO IT TOO…
They will expect it
All surgical daycare patients will be contacted within 24 hours of discharge
24 hour discharge call
*Required Organizational Practice
ACCREDITATION 2015 ROP*
INITIAL RESULTS
• Collated from call work-sheets
• Discharge Abstract Database (DAD)
• Patient experience research project
Discharge Access Database
Follows well trodden evidence based best practice paths to improve patient satisfaction and surgical outcomes…
Link to ERAS
• Other Programs
• Other Health Authorities
Interest is spreading
‘CALL TO CARE’
Can be initiated anytime a patient is
released home or to another care setting.
How does the patient want to be contacted?e.g. phone/mobile, email, text, Facetime®
Team Members• Patients, families/care-givers• Pre-admission clinic caregivers• Surgical team• Data analyst QI consultant• Project manager• Surgical unit managers & directors• PAC, Surgical unit, and PACU staff• Health Records Staff• Unit clerks• Clinical Nurse Educators• Surgical IT• Community Liaison
Successful ImplementationWhat does it take?
• Courage
• A strong champion at pilot site
• Enlist unit staff to help design the pilot
Call worksheet
SIX (6) Questions
1. How are you feeling?
2. Problems with dressing?
3. How is your pain?
4. N/V (are you eating)?
5. Can you mobilize?
6. Any questions/concerns?
Average time 2 minutes
The story so far….
Lessons Learned• Not everyone believes what you believe
• A complex system change requires senior leadership and a frontline champion for implementation
• The post-discharge phone call should be ‘The way we do business’
Next Steps
• Implement in SDC for all Island Health Sites
• Analyze DAD data from research project
• Capture patient feedback in EMR to share with staff and physicians
Don Berwick
The only goal of patient focused care can be to treat your patients the way you want to be treated
Contact Information
Deborah Bachand RN, BAManager Quality Improvement Projects Surgical Services
