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

Tea, Christine; Ellison, Michael; Feghali, Fadia

doi: 10.1097/01.NOR.0000330305.45361.45

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.

Christine Tea, MSN, RN, Service Line Director, Inova Fair Oaks Hospital, Fairfax, VA.

Michael Ellison, MS, Research Analyst, Inova Health System, Falls Church, VA.

Fadia Feghali, MS, RN, CMSRN, Patient Care Director, Inova Fair Oaks Hospital, Fairfax, VA.

The authors have no significant ties, financial or otherwise, to any company that might have a significant interest in the publication of this educational activity.

© 2008 National Association of Orthopaedic Nurses