Maximizing Positive Maximizing Positive Patient Outcomes Patient Outcomes through the Care through the Care Improvement Team: Improvement Team: A Partnership with Patients A Partnership with Patients and Staff and Staff Martie Carnie, AS, PFAC Colleen Zidik, BSN, MBA, RN Debra Moody, BSN, RN Carolyn Hayes, PH.D, RN
33
Embed
Maximizing Positive Patient Outcomes through the Care Improvement Team: A Partnership with Patients and Staff Martie Carnie, AS, PFAC Colleen Zidik, BSN,
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Maximizing Positive Maximizing Positive Patient Outcomes through Patient Outcomes through
the Care Improvement the Care Improvement Team:Team:
A Partnership with Patients and A Partnership with Patients and StaffStaff
Martie Carnie, AS, PFACColleen Zidik, BSN, MBA, RN
Debra Moody, BSN, RNCarolyn Hayes, PH.D, RN
In the Beginning: In the Beginning: Changing the CultureChanging the Culture
1997: Joint Venture BWH & DFCI
Informational Town Meeting Active Work GroupAffiliation with IFCC
Changing the Culture: Changing the Culture: Evolution of Glitch RoundsEvolution of Glitch Rounds DFCI Inpatient beds moved to BWH
– Each patient had a personal escort/advocate – Informal rounding of Patients with Patients
Issues uncovered with informal rounds: Clinical Environmental Personnel Communication Educational
Glitch Rounds: Glitch Rounds: The Early Days The Early Days
Glitch Committee formalized by Inpatient Leaders (MD, RN, QI) with Patient Rounders– Informal weekly meetings– Members identified– Active problem solving
Quick and easy fixes Multidisciplinary solutions Sticky situations
Glitch Rounds: Glitch Rounds: The Picker EffectThe Picker Effect
QI reports influenced and prioritized the focus of the work– Clinical Issue of Emergent
Admissions: Need to bypass emergency room visits
Neutropenic Pathway Algorithms trialed
– Educational Issues: Need to follow up with patients at home
Day after Discharge Calls
Glitch Rounds: Initiation of Glitch Rounds: Initiation of Day after Discharge Day after Discharge
CallsCalls Brainstorm of Picker questions
– What do the poor scores mean?– Need more information from the patient
perspective– New Questionnaire developed using staff
and patient input (used in addition to the Picker Survey)
Staff RN on “light duty” conducted calls Partners in Excellence Award in 2000
Glitch Rounds: Glitch Rounds: The Accolades The Accolades
Partners in Excellence Award in 1998 Patient Advocate participation in Joint
Commission Accreditation visit Patient Advocates as a resource Formalized into Care Improvement
Team of today, continuing the partnership with patients and staff
Glitch Rounds: Transition Glitch Rounds: Transition to the Care Improvement to the Care Improvement
TeamTeam Membership has tripled since original Glitch rounds– Directors (MD, RN)– Patients– Staff at all levels & all disciplines
Meetings are monthly Invited Guests to address current
concerns
Care Improvement Team: Care Improvement Team: Day after Discharge Day after Discharge
CallsCalls Resource for calls was lost in 2002/2003 Gradual reduction in calls without
resource CIT Prioritized follow up calls in 2005 Staff RNs and Care Coordination RNs
conduct follow up phone calls Staff concern the call is an “intrusion”
41.86%
13.95% 18.60%2.33%
11.63%
11.63%
Medication Questions
Prescription Question
Activity
Physical Issues
Services
Follow up
Issues Identified in Follow Issues Identified in Follow up Phone Callsup Phone Calls