Plan of Care Whiteboards Post 2: Improving Satisfaction and Length of Stay at Riley Hospital for Children

Experience Innovation Network

Nurses in the PICU at Riley Hospital for Children are dedicated to their work.  They take care of some of the sickest kids, and try to provide comfort and support to parents and families as well.  But despite their best efforts, survey scores for parents’ trust in ICU nurses, feeling nurses explained clearly, and believing they had enough input into their child’s care were only in the mid-seventies (for percent always).

Knowing how important communication and trust are to parents of PICU patients, three experienced PICU nurses applied for and received a grant from the AACN and devised a solution to improve plan of care communication.  They combed evidence-based best practices, conducted an appreciative inquiry with a high-performing unit within their hospital, spoke with fellow care team members, and tapped into the expertise of their Parents as Faculty program to get a clear patient/family perspective.  The solution they created built…

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Patient Experience Versus Satisfaction: What is the Difference?

Paul Roemer describes the difference between “patient experience” and “patient satisfaction” in this blog. My concise explanation of the difference — and there is definitely a difference! — is that “patient satisfaction” is the rating a patient gives their experience based on how well their expectations were “satisfied” (met).

Pale Rhino Consulting

Think about the answer to this question, how many nights have you spent in a hotel in the last decade?  For most of us the answer is more than one hundred.  How many nights have you spent in a hospital in the last decade?  For most of us the answer is probably between none and ten.  So then, when you go somewhere to spend the night and have your meals delivered, from which organization do your expectations about being satisfied most likely come?

Patient, customer. Hospital, hotel. Tomato, ta-mah-tow.  For those who want to argue that there are no similarities feel free to continue to do so.  For the rest of us let us look at how to improve patient satisfaction.

A few days ago I spoke with a hospital CEO about his efforts to improve the patient experience and about patient satisfaction.  He said that for years his…

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Is your doctor paying attention?

An excellent blog by Carolyn Thomas on the importance of paying attention — both by physician and patient alike.

Heart Sisters

by Carolyn Thomas    @HeartSisters

When Mayo Clinic’s Dr. Mary O’Connorpublished her compelling essay called The Woman Patient: Is Her Voice Heard?“, she raised some frightening questions, particularly for those of us carrying the XX chromosomes.  Examples of what she calls the medical profession’s unconscious bias” against female patients include:

  • women are 22 times less likely to be referred for knee replacement surgerycompared to men presenting with the same symptoms and diagnoses
  • girls on pediatric kidney transplant lists are 22% less likely to get a new kidney compared to boys
  • women in their 50s and younger are seven times more likely to be misdiagnosed and sent home from Emergency compared to their male counterparts of the same age presenting with comparable heart attack symptoms(1)

But perhaps the most disturbing lesson was the pervasive sense that somehow docs are just not getting…

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CVS’s Lesson: Carpe Diem