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THE OHIO STATE UNIVERSITY COMPREHENSIVE CANCER CENTER - ARTHUR G. JAMES CANCER HOSPITAL AND RICHARD J. SOLOVE RESEARCH INSTITUTE Implications for Practice Improving Patient Satisfaction With Preadmission Phone Calls Authors: Andrea Scurria MBA, BSN, RN, CCRN;Carrie Aurin MS, BSN, RN, OCN ® Project Team: Andrea Scurria MBA, BSN, RN, CCRN; Amy Tootle BSN,RN; Carrie Aurin MS, BSN, RN, OCN ® Institution: The Ohio State University Comprehensive Cancer Center- Arthur G. James Cancer Hospital And Richard J.Solove Research Institute Outpatient work up includes large amount s of information, verbalized by patients as overwhelming. Lengthy gap between education from outpatient to true inpatient admission, leaving room for miscommunication or information lost in translation. Staff recognize a need for reinforcement of patient education, quality, and safety initiatives prior to admission. Lack of inpatient quality initiative knowledge. Call to Action Education Patients and families verbalize understanding of unit protocol and procedures on admission. Increase in patient understanding towards reducing falls. Increased patient compliance with night time fall practices such as bed alarms and call light use. Patient and families have greater compliance and support of unit infection prevention protocols. Increased staff satisfaction with patient education and reduction of admission re-education need. Increase communication and collaboration in all areas of BMT program including coordinators, nurses, clinic, social work, and dietary. Data from March 2013 James CCC Patient Satisfaction Performance Matrix Photo 1 pt. outline; third color from left in color scheme Educate patients on unit expectations Discuss nurse sensitive quality indicators Discuss unit and safety initiatives Review importance of self care- showering, activity, nutrition, and mouth care Answer questions Anonymous survey of current patients, who were asked: Would a preadmission phone call have been helpful? What education would have made the hospital stay more comfortable? What do you wish you would have known before this stay? Survey Data Collected Oct-Nov 2012 Developed a script for upcoming patients BMT Patient Coordinators provide admission lists and contact information one week prior to scheduled admission Intake meeting to review admissions for the week Implement preadmission phone call to patients before admission Follow up with patient on unit within two days of admission Before discharge meet with patient and family to assess preadmission phone call and patient satisfaction, feed back for any suggested changes for preadmission call Strategy and Implementation Investigating a Solution Documentation Every call entered as a patient encounter into the electronic medical record with individualized notes. Smart phrases used to consistently document discussed topics. Charge nurses updated with patient specific needs for upcoming admission. Decrease Patient Falls One unit fall reported April – July 2013 Eliminate C-Diff Initiation of bleach wipes decreasing c-diff by 48% (July 2013) Decrease Central Line Infections CHG wipes Quiet at night Volunteer rounding 71% 29% Pre Admit call yes? Preadmit call no? Unit Initiatives – Action – Results
