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Orthopaedic Nursing:
doi: 10.1097/01.NOR.0000330305.45361.45
Article

Proactive Patient Rounding to Increase Customer Service and Satisfaction on an Orthopaedic Unit

Tea, Christine; Ellison, Michael; Feghali, Fadia

Continued Education
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Abstract

Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated.

© 2008 National Association of Orthopaedic Nurses

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