"The Ronan Report" provides insight about the activities at the Western Maryland Health System in Cumberland, Maryland, and about the changes taking place in healthcare today from a CEO's perspective.

Wednesday, October 14, 2015

Front Line Patient Engagement

Last week while I was on rounds with Nancy Adams, COO/CNE, she asked me to stop in the staff conference room on 7 South.  There was our Patient Experience and Culture team meeting with a group of nurses who started their own unit-based Patient Satisfaction Committee.  

I was blown away with how wonderfully prepared they were for this meeting.  They were reviewing the satisfaction scores for their patient unit when we arrived.  They showed us with great pride their "patient pick me ups," which are nicely done sayings, words of encouragement or Bible verses for patients primarily but also for staff should the need for a pick me up arise.  Their agenda also included purposeful rounding, scripting when speaking to patients and their new Oncology Family Room.  

Several weeks ago, they opened their newly created family lounge, which had been converted from a patient room.  More and more younger adults are now being diagnosed with cancer so having a place for families whose loved one is receiving inpatient cancer treatments has been very well received.   While we were there, the committee was talking about how to better serve the children who are now using the lounge to a much greater extent.  

I was thrilled to see the interaction among this group of dedicated nurses as well as their commitment to our patients and their families.  Hopefully, this is a model that other patient units will adopt as we try to bring continued improvement to our overall patient satisfaction.  I am so blessed to have the opportunity to work with such wonderful people each day.

No comments:

Post a Comment