In 2017, Lea Albright, Hospitalist Program Manager, needed to impact physician communication and discharge instruction HCAHPS scores. With limited practice by private physicians, the activities of the hospitalists were driving the data. A lack of provider specific patient comments from HCAHPS scores limited buy-in by physician leaders to enforce needed behavior changes to improve communication.
If you have worked anywhere in a service industry, you are fully aware of the value of relationships. Whether you are serving retail customers, hotel guests or patients and families in the hospital they must trust that you know what you are talking about, listen to their needs/concerns, and work to meet those needs. Unfortunately, in the healthcare industry, the “customer isn’t always right.” Their wants may not align with their needs and we are constantly balancing service with safety, therefore the strength of the relationship may suffer.
I’m currently working on a literature review to compile evidence and best practices around nurse leader rounding on patients and employees. It is interesting that with everyone jumping on the rounding bandwagon, very few of these published articles in this area are research. Instead, the journals abound with rounding case reviews or process improvement projects all geared toward HCAHPS as an outcome or gold standard of excellence.
Leadership rounding with patients allows the nurse manager to directly impact patient experience and satisfaction. Nurse leaders are constantly balancing multiple tasks and priorities at any given moment. With a digital rounding tool, nurse leaders can effectively manage the patient experience, improve staff engagement, and communicate with other departments. We’ve composed 4 different strategies to make your rounds more effective.
The term “big data” in healthcare has become synonymous with informed decision making. We live in an age where vast amounts of aggregated data and resources are available to key decision makers. Processes like patient leader rounding can provide substantial insight into patient experience, satisfaction, and safety from the data gathered during rounds. But there’s a problem with this data: it can be challenging to dissect relevant and actionable insights.
When you have to manage over 100 employees, it can be difficult to provide personal feedback and create that personal relationship with each staff member. Employee rounding is a system that ensures clear communication and builds trust between staff and management. The goals of rounding are to create approachable management, strengthen relationships, find improvement opportunities, and show appreciation to employees. Below are four reasons why you should implement employee rounding in your hospital.