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Best Practices- Improving Patient Satisfaction Scores Utilizing Volunteers

Best Practices- Improving Patient Satisfaction Scores Utilizing Volunteers. Margaret Cullivan RN, MEd, CAVS Director of Patient Relations Sentara Williamsburg Regional Medical Center. Objectives. To explore HCAHPS Survey questions and understand key drivers

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Best Practices- Improving Patient Satisfaction Scores Utilizing Volunteers

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  1. Best Practices- Improving Patient Satisfaction Scores Utilizing Volunteers Margaret Cullivan RN, MEd, CAVS Director of Patient Relations Sentara Williamsburg Regional Medical Center

  2. Objectives • To explore HCAHPS Survey questions and understand key drivers • To understand the impact volunteers have on improving patient satisfaction • To strategically engage volunteers with patients and families • To have the tools and knowledge to develop a strong PAL volunteer team • To identify key hospital personnel to promote a successful PAL program

  3. Sentara Williamsburg Regional Medical Center

  4. Sentara Williamsburg Regional Medical Center (SWRMC) • Built in 2006 • 145-bed acute care community hospital service area includes Tidewater Hampton Roads • Mission: TO IMPROVE HEALTH EVERYDAY

  5. Sentara’s Customer Service Commitment: “Exceptional Service Without Exceptions, Always” Without. Exception. Always.

  6. A Culture of Always • To Sustain our Culture of Always, we commit to: • Always keep you safe • Always treat you with dignity, respect and compassion • Always listen and respond to you • Always keep you informed and involved • Always work together as a team to provide you quality healthcare

  7. Awards and Recognitions • Truven Top 100 Hospital • Leapfrog Straight-A rating • Healthgrades • Patient Experience • Quality • Chest Pain Accreditation • Inpatient Rehab – 2016 Top Performer Award • Sentara Labs – 2016 Lab of the Year • Joint Center – Blue Distinction • Beckers Top 100 Community Hospitals in U.S. • NRC Top 3 for Patient Satisfaction • Recognized for national excellence in Maternity Practices in Infant Nutrition and Care

  8. National Research Corporation (NRC Health) • “NRC Health has helped healthcare organizations illuminate and improve the moments that matter to patients, residents, physicians, nurses, and staff for 35 years”—NRC Health • Sentara Survey Company

  9. Improvement Best Practice Award Finalist

  10. HCAHPS Defined The Hospital Consumer Assessment of Healthcare Providers and Systems A Fresh Perspective on HCHAPS: How Can you Always Helps Patients (and Providers) Succeed?-Carrie Brady JD MA

  11. HCAHPS Questions

  12. Volunteer Impact in Improving Patient Satisfaction • Patient Assistant Liaison (PALS) • Guest Service Team • My Chart Bedside (MCB) • Sentara Tracking and Review System (STARS) • Patient and Family Advisory Council (PFAC)

  13. Patient Assistant Liaison (PALS) • Launched in 2008 • Team design includes a volunteer to lead • Train the trainer approach • Buddy system increases confidence • PAL Volunteers’ Role : • Non clinical volunteers who purposefully round with a scripted tool to identify opportunities to improve the patients experience • Focus on patient safety specifically falls • Identify Service Excellence champions to be celebrated by unit manager/team

  14. P.A.L ROUNDING • PAL volunteers round to make sure the patient’s personal preferences are met. • “Nothing About Me Without Me” • PAL volunteers assist in recognizing any family concerns or needs and help escalate concerns to the unit manager/Patient Advocate

  15. Some examples of the non clinical services that our PAL Volunteers may provide include: • Orient patient/family to the Patient and Visitor Guide • Assist with noting special requests/needs on the white board • Assist patients and families with meal ordering • Set up trays for self-feeding, and opening packages and other things that the patients may find difficult to do • Assure that the patient is comfortable – fluff pillows, etc. • Get newspaper from concierge • Escort patients/ families to chapel, gift shop, piano performances, etc.

  16. PAL Partnership with Hospital Personnel • Educate Managers about the value of PALs • Provide PAL with Hospital Training • Provide PAL with Unit Specific Training • Provide PAL with a experienced PAL Mentor • Identify Unit Chain of Command • Results in positive Staff buy-in

  17. Case Study • Do you feel all precautions were implemented to keep you safe and prevent falls while you were in the hospital? • Dr. Bob Bender, Volunteer PAL Leader • Member of the Falls Committee Team • Facilitated forums with front line staff to identify reasons for falls • Reports out to the Patient and Family Advisory • Results-2016 Goal Achieved

  18. Formula for Success • Match Volunteer talents and passion with the needs of the hospital • Make them feel valued • Reward and Recognition

  19. Review Objectives • To explore HCAHPS Survey questions and understand key drivers • To understand the impact volunteers have on improving patient satisfaction • To strategically engage volunteers with patients and families • To have the tools and knowledge to develop a strong PAL volunteer team • To identify key hospital personnel to promote a successful PAL program

  20. THANK YOUQUESTIONS?

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