WHY DO YOU WORK HERE?

PATIENT ROOM PATIENT ROOM ENTRYENTRY

Improving Patient Satisfaction Through Our Compassionate Service

WHAT ARE WE DOING TODAY?

• Press Ganey results

• Observations

• Proper patient room entry

• Review of door signs

• Role Play!

PRESS GANEY RESULTSFriendliness of Person Passing Tray

June 2010-August 2010

• June-July: 6 out of 11 units showed significant improvement

• July-August: 2 out of 11 units showed significant improvement

• Overall: dropped from almost the 90th percentile to lower than the 10th percentile from June-August

OBSERVATIONS3rd and 4th floor

Positives

• Everyone sanitized before and after entering room

• Everyone knocked before entering

• Everyone used a friendly tone of voice

OBSERVATIONS3rd and 4th floor

Areas for Improvement

• Maternity- knock softly

• Wait for permission before opening door

• Verify patient’s name and birth date before serving (mm/dd/yyyy)

• Ask if there is anything else you can do for them

• SMILE!

STEPS FOR PROPER

PATIENT ROOM ENTRY

BEFORE ENTERING

1. Sanitize your hands

2. Check tray for accuracy

3. Pay attention to any signs on the door, and follow instructions

4. Knock, identify yourself, wait for permission to enter, then open door

WHILE IN ROOM

1. Smile and greet the patient

2. Verify the patients name and birth date (mm/dd/yyyy)

3. Place tray on the bedside table

4. Adjust table to correct height and place in front of the patient

5. Remove plastic wrap and dome from tray

6. Ask the patient if everything on the tray is correct

7. Ask the patient if they would like help opening anything

BEFORE YOU LEAVE

1. Ask the patient if there is anything else you can do for them

2. Hosts: make sure your number is on the whiteboard and visible to patient

3. Ask the patient if they would like their door OPEN or CLOSED

4. Smile, thank the patient, and tell them to enjoy their meal

5. Exit quietly6. Sanitize your hands

WHAT NOT TO DO

1. Adjust the beds or the patients themselves

2. Enter isolation rooms- hosts: follow sign directions, then enter-servers: DO NOT ENTER, take tray to nursing station

3. Enter Maternity room of a mother with a deceased infant- take tray to nursing station

DOOR SIGNS

WHAT HAVE I LEARNED TODAY?

• Proper way to interact with our patients

• What each door sign means and how to follow them

• Patient satisfaction and safety is very important!

QUESTIONS?