Shelly Hawk, RN, BSN
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The document outlines a hospital's HCAHPS patient satisfaction project aimed at improving scores in areas like communication with nurses, responsiveness of staff, communication about medication, and the hospital environment. Key elements of the project included distributing medication booklets and side effects cards to patients, implementing quiet hours, establishing bedside nursing reports, creating patient communication boards, having housekeepers round more frequently, and revising discharge instructions. An evaluation found that patient satisfaction scores drastically improved within three months, with overall ratings increasing from 65% to 92% after mandatory staff trainings on the initiatives were conducted.
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Shelly Hawk RN, BSN
The document outlines a relationship-based care project at Saint Francis Hospital South aimed at improving patient satisfaction scores on HCAHPS surveys. The project focused on better communication with nurses, staff responsiveness, explaining medications and discharge instructions. Key elements included distributing medication information to patients, quiet hours, bedside reporting, communication boards and more frequent room cleanings. Evaluation found scores improved drastically within 3 months, with overall patient ratings increasing from 65% to 92%. Ongoing education and evaluation will continue to sustain these gains.
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Shelly Hawk RN, BSN
The document outlines a relationship-based care project at Saint Francis Hospital South aimed at improving patient satisfaction scores on HCAHPS surveys. The project focused on better communication with nurses, staff responsiveness, explaining medications and discharge instructions. Key elements included distributing medication information to patients, quiet hours, bedside reporting, communication boards and more frequent room cleanings. Evaluation found scores improved drastically within 3 months, with overall patient ratings increasing from 65% to 92%. Ongoing education and evaluation will continue to sustain these gains.
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This document discusses a proposed occupational therapy outreach program for elderly patients being discharged from the hospital. The program aims to empower patients and their families to better manage their conditions at home through tailored interventions. This is intended to smooth the transition from hospital to home, improve functional outcomes, and enhance patient flow. Initial results are pending but anticipated benefits include better preparing patients and families for discharge to reduce readmissions and make most efficient use of health resources.
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UHC, Patient Satisfaction Collaborative
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Brandy Sewell resume 2
Brandy Sewell has over 16 years of experience in healthcare, including as a Licensed Practical Nurse since 2009. She has worked in home healthcare, assisted living facilities, and independently treating pediatric clients. Her skills include medication administration, wound care, tracheotomy care, and implementing behavior plans. She is highly organized with strong attention to detail and a proven ability to build rapport with patients and their families.
chanel CV
Chanel Pervere has over 5 years of experience as a medical assistant. She has a Bachelor's degree in Community Health Sciences from the University of Nevada Reno, with a 3.8 GPA. Her experience includes working as a medical assistant for Renown Medical Group and Renown Urgent Care, where she assisted physicians, performed medical tests, and operated an electronic medical record system. She also has volunteer experience assisting individuals with disabilities.
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Shelly Hawk, RN, BSN
- 1. Shelly Hawk RN, BSN CLINICAL MANAGER 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 a Smaller Hospital in Tulsa, OK 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.