Recommended
More Related Content
What's hot
What's hot (20)
Similar to Shelly Hawk RN, BSN
Similar to Shelly Hawk RN, BSN (20)
Recently uploaded
Recently uploaded (20)
Shelly Hawk RN, BSN
- 1. Shelly Hawk RN, BSN CLINICAL MANAGER, SAINT FRANCIS HOSPITAL SOUTH TULSA, OK
- 2. Projects – HCAHPS Relationship Based Care – HCAHPS patient satisfaction project in the hospital setting Main Objective – to improve patient satisfaction scores by engaging staff Communication with Nurses – Respect, Listening, Explanation Responsiveness of Staff – Call light responsiveness and Bathroom help Communication about Medication – Explaining the medication and their side effects Environment awareness – Cleanliness and Maintaining quiet environment Discharge Information – discharge explanation and symptoms to monitor To Improve overall rating
- 3. Key Elements Medication Booklets and Side Effect Cards distributed to all patients upon admission Implementation of Quiet Hours to allow patients rest and comfort during their stay Establishment of Bedside reporting during the evening hours Patient communication boards created and hung in every room Hospital Housekeepers rounding more frequently to de-clutter rooms Discharge Instructions re-vised to ask the patients the key questions regarding their home care
- 4. Outcomes & Evaluation… Improved scores drastically within 3 months of the mandatory in-services Overall rating of patient’s perception of their care went from 65% in December to 92% in March Ongoing education and evaluation will continue for hospital New employees will be introduced to patient satisfaction slide prior to department orientation
Editor's Notes
- Shelly Hawk RN, BSN Graduated from University of Oklahoma in 1994. Currently enrolled in the Master’s program at Northeastern State University, graduating Spring 2015. Family: Married for 24 years to Chris Hawk. Have two children, Alyssa Hawk 13 years old and Logan Hawk 11 years old. Employment: Clinical Manager at Saint Francis Hospital South since 2013 Specialty: Women’s and Children’s Services
- Shelly’s selected studies, she chose to research information on how to implement Relationship Based care in the clinical setting. This turned into a major group project at her current place of employment to improve their HCAHPS scores. The leadership team met several times to discuss strategies on how to engage the staff. Mandatory in-services were conducted in January. Over 460 staff members attended the training. The main objective of the inservices was to engage all staff members to change the way they practice to improve patient satisfaction. Main topics – Nurse Communication: making sure each individual in the hospital was treated with respect by listening to the patient and explaining procedures/treatment Medication Education: making sure that each nurse taught the patient about the medications they are on by explaining why they are on the medication and what their side effects are. Responsiveness of staff: to reduce call light response times and to increase patient’s needs for bathroom help Environment: encouraging the nurses to help keep the patient’s rooms clean and by keeping the patient’s environment and nurses station quiet Discharge teaching instructions: by implementing new processes to make the patient’s discharge process from the hospital easier by providing accurate education on how to care for themselves and their babies. Overall rating… to improve overall rating of the patient’s stay
- This slide shows the improvement the hospital has made since the in-services were provided. Ongoing education and evaluation will continue for current staff New employees will receive the mandatory HCAHPS in-service upon hire.