The Department of Nursing completed its 100,000th patient experience round this week, using iRound technology. Since its initial pilot on several patient care units in December 2013 and launch across all units in June 2014, iRound-enabled patient experience rounds have made a dramatic impact on HCAHPS scores at Christiana Care.
“Patient experience rounds are something that our nurse leaders have always done,” said Diane P. Talarek, MA, RN, NE-BC, chief nursing officer and senior vice president, Patient Care Services. “But through this innovative new technology, it has made rounding easier, allowing for better data collection and trending of opportunities. This helps us to understand the needs of our patients and deliver on the promise of The Christiana Care Way.”
Since launch, iRound-enabled patient experience rounds have facilitated:
- 645 service recoveries, including Environmental Services, Facilities Engineering, Nursing and Food & Nutrition.
- 4,298 instances of staff recognition.
- Tens of thousands of real-time patient comments that feed into the Voice of the Patient reports, enabling nurse managers to identify trends and focus areas for patient care teams.
“Patient experience rounds are about creating an individualized, personal experience for our patients,” said Shawn R. Smith, MBA, vice president, Patient Experience. “Simply stated, iRound is a tool that helps us to create these experiences, and ultimately to deliver higher-quality care. We learn about each patient’s unique needs, learn about how their experience is going in the hospital and are able to make adjustments in real time. We know from a recent Value Institute study that when patients are rounded on with iRound, they are four times more likely to complete their HCAHPS survey, and they report a more positive experience.
“I congratulate my nursing colleagues for the amazing work that they are doing in advancing The Christiana Care Way. I also want to thank my team and our partners in the Value Institute, the Virtual Education and Simulation Training Center and our Patient and Family Advisory Council for developing best practices and providing innovative training to our staff, incorporating the voice of the patient in all that we do.”