Grass Roots QI
Grass Roots QI
On the Pediatrics Unit at William Beaumont Hospital of Royal Oaks, MI, nurses ask parents five simple questions — first thing, each shift, every day. They ask if parents understand the child’s diagnosis, tests, treatment, medications, and pertinent dietary or activity restrictions. In minutes, the discussion clears up misunderstandings, calms anxieties, and involves parents in care plans. Ellen Sneider, RN, NM, Pediatrics, says, "Sometimes you might assume that someone else has asked the questions, but parents don’t have a problem with being asked several times. In fact, they appreciate it because they feel cared for."
- IMPROVEMENT OPPORTUNITY
Historically, staff sought and used family feedback. But a recent switch to Press, Ganey [(800) 232-8032 or (219) 232-3387; www.pressganey.com] patient satisfaction surveys turned up "excellent" ratings of 70% to 90%, and that wasn’t high enough.
- Solutions
A nurse research assistant, "borrowed" from one of the pediatricians, administered to each family the five-question survey described above. Satisfaction improved immediately. "However, we didn't have resources to hire one person to survey families," Sneider says. So, nurses incorporated the questions, printed on pocket cards, into their daily routines. "It was a change of mindset, to see ourselves as being here to provide customer service," Sneider says. "We have to remember that while we understand that a kid's going to get better, a parent takes it differently."
Improvements in progress: (1) Remodeling the 1950s-vintage unit. (2) Shift to care plan management model with one clinician coordinator for each patient.
- RESULTS
Parents appreciate each nurse’s knowledge of what’s going on with their child. Press, Ganey scores average 85% to 90%.
- Keys to success
• Inservice training presented the questions as review of existing skills, rather than new technique.
• Nurses like how it calms parents' anxieties and simplifies clinical work.
• Sneider continually "keeps the questions in the forefront," discussing feedback at staff meetings and modeling interactions as she meets parents in the halls and in patient rooms.
- Contact
Ellen Sneider, Pediatrics, William Beaumont Hospital, 3601 W. 13 Mile Road, Royal Oak, MI 48073. Telephone: (248) 551-4789; long-range pager (810) 518-2091.
Subscribe Now for Access
You have reached your article limit for the month. We hope you found our articles both enjoyable and insightful. For information on new subscriptions, product trials, alternative billing arrangements or group and site discounts please call 800-688-2421. We look forward to having you as a long-term member of the Relias Media community.