Sibley’s new patient experience council is split into seven different “domains” based on HCAHPS categories. Two of the domains, nurse communication and staff responsiveness, consulted their workgroup, composed of front-line staff, to discern best practices and opportunities to improve the patient experience. In surveying units and examining patient comments, they found that some units were performing best practices more consistently than others. They knew that they needed to standardize processes to effectively hardwire desired behaviors.
The bundle comprises best practices from the literature, like bedside shift report, no pass zone and teach-back. It is important to understand that no one best practice is better than another and that they are piecemeal strategies to patch together an experience. It is the collective application of these best practices, each intertwined with the Language of Caring and relationship-based care, that will help us bump up our scores and achieve excellence and compassionate care—every person, every time.
We held 15 sessions for inpatient nursing from mid-February to mid-March. Each session ran for two hours and offered ANCC continuing education credit. The fair was mandatory for R.N.s, clinical associates and assistants, and unit secretaries for the Ren, WIS and med/surg areas.
In the end, more than 500 Sibley employees received education, and we are beginning to see the impact of these efforts in our HCAHPS scores!