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Communication Goes a Long Way
Member satisfaction increased once folks on the pediatrics unit began a campaign to improve communication with each other.
- A happy staff is a productive staff and better serves the members.
- Having short, informal but frequent meetings
The Key to Great Service: Call and Response
Service scores shot up when this oncology team paired a nurse with a buddy to help with patient response.
- Responding to a patient’s needs is central to their care.
- Pairing with a buddy can shorten patient response times
Always Answer the Phone
This oncology department's service scores went up when it corrected wrong numbers, added voice mail and made other improvements.
- Providing the best service to our patients and members means being there for them.
- Providing correct phone numbers is a good first step
Be Quiet. Respect Nap Time
When this mother/baby unit instituted a regular nap time, moms got more rest and the success for breastfeeding increased.
- Nap times help reduce the number of requests for respite care.
- Created an afternoon nap time, and communicated to staff and family about this quiet period
Personalize The Need for Screening
After identifying eligible members for colorectal screening, the team developed a personalized story for each patient, and created a follow-up process to contact them.
- Early detection is paramount to successful cancer treatment.
- Bringing the message to a personal level helps patients to understand
Whiteboard Helps Rehab Communications
Information-sharing improved among different groups of the care giving staff.
- Nurses, physical therapists, patients and family members all have the same information about the case.
- Using a whiteboard in patient rooms to record physical therapy sessions