As more and more healthcare facilities adopt the principles of lean methodology to inform quality care improvement, it is important for all stakeholders to understand and use these tools within the realm of patient experience, not just quality and safety and how to improve patient care. True empowerment begins when frontline governance leaders are also included, especially if they are expected to be part of nurse leader rounding.
Think about a memorable experience in your life; one that you won’t ever forget. Odds are it's on one end of the experience spectrum either being a positive or negative experience. While there are many defining moments in our life that stem from an accident or luck, there are a plethora of opportunities to curate positive yet memorable experiences for the patients we care for in our healthcare organizations.
My early nursing career offered me a variety of care areas and work settings. Shortly after graduating with my BSN, I began my nursing career in Labor & Delivery at a hospital in downtown Omaha. While not as notorious as some other inner-city facilities in the country, it was a reality check and an often-stressful setting for a ‘farm-girl’ from rural Nebraska. My eyes were quickly opened by the cases that we saw in this trauma center caring for a diverse population.
One of the realities of life is that we are constantly giving and receiving feedback. Sometimes feedback is formal, such as annual performance reviews or meetings with supervisors or faculty. Other times it is as casual as a reassuring smile from a colleague or mentor when mastering a new task or comforting another. How we process and apply feedback is influenced by many things. Comments or feedback might take the mind to a similar stressful experience in the past or to a pleasant memory surrounding a success.
Every January, millions of people start the new year with good intentions, if not true resolutions. For the past 16 years, January has marked a different milestone for me – an uptick in organization activities related to the ANCC Magnet Recognition Program® and a 10-month countdown to the annual ANCC Magnet Conference. The 2020 Covid-19 pandemic prevented me from attending the conference in person for the first time since 2003.
Lincoln, NE – Nobl is pleased to announce that the Katie Haifley and Erika Allison, BSN, RN have recently earned the credential of Certified Patient Experience Professional (CPXP).
Since the launch of the ‘triple aim” and the initiation of the Affordable Care Act, the impact of patient satisfaction on the healthcare industry bottom-line has taken on new priority. The connection between employee engagement and patient experience also continues to emerge. Surveying patients after discharge is big business and there are multiple vendors available to provide HCAHPS and other additional customized questions sets for facilities of all sizes.
