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PATIENT EXPERIENCE COMMITTEE
Overview | Patient Experience Committee Champions

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Overview:

Champions were split into two breakout rooms. Break out room A included champions in the ambulatory setting and in the inpatient setting. They discussed instances of poor patient experience and ways to improve them.

-Ambulatory Report Out:

  • Post op communication failures
  • Timing of late discharges and pharmacy hours
  • Post op orders being called ahead of time
  • Coordination of care

-Inpatient Report Out:

  • Patients wait times for tests and procedures
  • Call bells not being answered timely
  • Noise at night and disruptive roommates
  • Parking concerns for patients at time of discharge
  • Conflict between specialties
  • The number of labs that are done on the patients
  • Coordination barriers with interpreter services

2020 Goals

  • Engage Champions to promote, disseminate and implement Staff Responsiveness tactics that are identified by the Staff Responsiveness Executive Committee.
  • Involve Champions to support and promote the Quiet Clinical Care workgroup bundling of care tactics and Quiet All of the Time on their respective unit or department.
  • To identify strategies that enhance the patient experience in light of the challenges posed by high demand services delayed by limited capacity. 

2020 Accomplishments

  • Welcomed staff from the front desk to discuss their process of welcoming visitors and what opportunities exist to improve the patient experience as they come to the hospital.
  • Talking points for staff to address the stress felt by patients and families as they manage visitor restrictions during the pandemic.
  • Provided space for staff to discuss their emotions after all they have been through in the past year.

2021 Goals

  • Engage Champions to promote, disseminate and implement Staff Responsiveness tactics that are identified by the Staff Responsiveness Executive Committee:
    • Response time to call bells
    • Quiet at night
    • Room Cleanliness
  • To identify strategies that enhance the patient experience in light of the challenges posed by the pandemic including telehealth, visitor restrictions
  • Prepare for upcoming Magnet and JC visits.

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Meets:
1st Tuesday of the month
1:00-3:00 pm
Trustees Room, Bulfinch 225A



Committee Contacts:

Co-chairs:

Erica Herzog, RN,
Surgical Clinic

Karen Ryle, RPh
Pharmacy

Coach:
Paul Arnstein, RN, PCS Quality, Safety & Practice

Advisor:
Cynthia Sprogis, Office of Patient Experience

Recorder:
Miguel Ferry, Administrative Assistant

Patient Experience Champions

 


 

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