Patient Experience

Lena J. Weiner, March 1, 2017

HealthLeaders Media Council members discuss how they enhance patient experience in their organizations.

This article first appeared in the March 2017 issue of HealthLeaders magazine.

 

Rachel Provau
CNO
Bayfront Health Spring Hill
Spring Hill, Florida

Rachel Provau
Rachel Provau

We subscribe to Studer Principles at Bayfront Health Spring Hill, and we follow them very closely. They focus on patient experience, with the pillars of quality, people, growth, finance, and community service. We call our program Community Cares. I think adhering to these principles has helped us to be successful and to better engage with patients.

I think it's important to remember that we see patients who are at their worst, and are not in their own environment. Going out of your way to make the environment comfortable, ensuring that you're not walking into a room with a clipboard and looking down at patients in the bed instead of meeting them at eye level, and always applying the practice of reminding yourself that it could be your family member in the bed will lead to effective communication with patients.

We also teach all of our staff an acronym, SAFE, which stands for "support the team; ask a question; focus on the task; and effective communication." If you take those components, you have the key to being successful in 99% of patient encounters.

We have utilized nurse leader rounding and nonclinical directors to visit patients' rooms, introduce themselves, and ask how it's going. We have made a significant improvement in patient engagement and communication over the last 12 months.

Lena J. Weiner

Lena J. Weiner is an associate editor at HealthLeaders Media.

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