Once an aspect of care is identified as needing improvement, we deploy best practices to help address the issues. At MGH, we use best practices that have been proven to work over time in hospitals like ours. Using an evidence based approach helps to ensure that our time and effort are well spent and productive. Here are some of the best practices currently be used...
Relationship Based Care
Relationship Based Care Slide
In the Literature
Addressing Quietness on Units
A quiet environment offers a healing environment for our patients. Noise is such a stressor for patients that it is proven to be detrimental to their healing process. For many patients, sleep is an important part of their recovery. We need to do everything possible to ensure that our patients get as much rest as they possibly can.
Discharge Phone Calls
The Discharge Phone Call program at Mass General ensures that our patients receive a call from a nurse on the patient care unit from which they were discharged.
Here is some information about our program:
- Calls ensure that patients make it home safely and have the resources they need
- Nurses call patients within 24-48 hrs of discharge
- 75,000+ calls made per year (1,400+ calls each week)
- Calls prevent readmissions and lead to higher patient satisfaction
For more information about Discharge Phone Calls, please contact senior project manager Cindy Sprogis
Service Recovery Program
When a service breakdown occurs, patients expect us to show that we care by listening, empathizing, acknowledging the situation and by doing the right thing. They don’t expect us to be perfect, but they do expect us to offer options or to fix things when they go wrong.
Patient & Family Advisory Councils (PFACs)
The MGH Patient Family Advisory Councils (PFAC) provide a formal communication vehicle for patients and families to take an active role in improving the patient experience at the MGH.
The PFACS at MGH collaborate with departments throughout the hospital in order to:
- Develop programs to promote the patient experience
- Share best practices across the community
- Enhance the partnership between patients, families, staff, physicians and administration
MGH / MGPO PFACs include:
Patient & Family Notebook and Discharge Information Envelope
The Patient & Family Notebook facilitates patient participation in their care by:
- Helping patients know more about their care team
- Providing patients with opportunity to ask questions of their care team
The Discharge Information Envelope includes:
- A “Going Home Checklist” which helps patients prepare for discharge
- A place for patients and families to collect important information needed after hospitalization
Communication Boards & Patient Room Boards
In Room White Boards are a communication tool found in each patient room, The white boards identify several members of the patient’s care team, include a goal for the day, anticipated discharge date and provide space for the patient & their family to ask questions.
Communication boards are a tool for each nursing unit to educate staff about key quality, safety and service data. They depict what indicators are being focused on for improvement and progress made towards goals. They can also include verbatim comments from patients and resources on best practices.
Hourly & Leader Rounding
Hourly safety rounds are conducted on patient care units by nurses on an hourly basis to address patient safety and needs. By conducting hourly rounding, patient needs can be met proactively, resulting in improved quality outcomes, patient and nurse satisfaction.
MGH utilizes a model for conducting hourly rounding consisting of 4 P’s of safety:
- Personal Hygiene
Leader rounding is a way for nurse leaders to ensure that hourly rounding is being practiced on their units. It also gives them the opportunity to address patients concerns and provide real-time feedback to the nursing team, including what’s working well and what can be improved.
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The best way to improve MGH’s patient satisfaction ratings is for every unit and department that are measured on the survey to work on and improve their results. This approach to improvement allows for each area to review the results from their own patients and families and select interventions or strategies that are tailored to address their improvement needs. Here are resources for units or departments to plan for service improvement:
Magnet Improvement: Planning
Here are some resources that help units and departments make effective plans for improvement.
Excellence Every Day Video
Improving service takes leadership and it is supported when every member of the team can see how they can help to contribute to the patient experience. Here is a video produced at MGH that helps to communicate our vision and our roles.
Excellence in Action
The Excellence in Action Program seeks to recognize and reward those individuals and/or teams who have been highlighted in e-mail or letters of commendation received by administration, principally those delivered to Dr. Slavin or the Office of Patient Advocacy.
Patient Care Services Awards & Recognition Program
Patient Care Services (PCS) celebrates and supports those employees whose daily practice demonstrates excellence in care and services to patients. By partnering with patients and families, PCS has developed a comprehensive award and recognition program that celebrates clinical and support staff in their ability to serve patients and families of the MGH.
click here for more...
Annual Service Excellence Awards
MGH’s Annual Service Excellence Awards are meant to support the organization’s efforts to improve the patient experience and the ratings given to us by our patients and families. Awards are targeted at reinforcing achievement of goals or significant improvement in metrics and at recognizing outstanding work by teams and leaders related to patient experience.
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"The Joint Commission has made several efforts, both past and present, to better understand individual patients' needs and to provide guidance for organizations working to address those needs. The Joint Commission first focused on studying language, culture, and health literacy issues, but later expanded its scope of work to include the broader issue of effective communication, cultural competence, and patient- and family-centered care. No longer considered to be simply a patient's right, effective communication is now accepted as an essential component of quality care and patient safety. Additional studies show that incorporating the concepts of cultural competence and patient- and family-centeredness into the care process can increase patient satisfaction and adherence with treatment."
(Effective Communication, Cultural Competence, Patient- and Family-Centered Care: A Roadmap for Hospitals,
published by The Joint Commission , 2010)
The American Nurses Credentialing Center (ANCC) requires Magnet-designated organizations to track nationally-benchmarked nursing sensitive indicators (NSIs) to continually inform improvement efforts related enhance patient outcomes. Examples of NSIs include, but are not limited to: patient falls, hospital-acquired pressure ulcers, blood stream infections, ventilator-associated pneumonia, and restraint use.