title: Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.
abstract: Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated.
authors.affiliation: Inova Fair Oaks Hospital, Fairfax, VA, USA.
authors.forename: Christine
authors.initials: C
authors.lastname: Tea
authors.forename: Michael
authors.initials: M
authors.lastname: Ellison
authors.forename: Fadia
authors.initials: F
authors.lastname: Feghali
mesh_terms: D004496:Education, Continuing; D006801:Humans; D009741:Nursing Staff, Hospital; D016530:Orthopedic Nursing / Q000592:standards*; D017060:Patient Satisfaction; D011787:Quality of Health Care