2019 Tennessee Nurses Association Book of Reports

2019 TNA-TSNA JOINT CONFERENCE | NURSES: THE REAL SUPER HEROES
behavioral health patients. An anticipated finding is the need for additional and regular training to increase staff
perceived competence and awareness of available resources.
Recommendations for Practice/Research:
Not reported
Utilizing Nursing Communication Cluster to Improve Patient Healthcare Experience
Problem Addressed:
Melinda Evans (Presenter)
Tamara McKenzie (Co-Presenter)
Nursing leadership recognized need to improve patient satisfaction scores and how well nursing staff was
addressing patient’s immediate needs on Memphis Veterans Affairs Medical Center (VAMC) Acute Care unit.
Acute Care (2 South) created a nursing communication cluster that included evidence-based practices to help
bridge the gap between caring and communication with the Memphis VAMC patient population. In addition,
this communication cluster would also improve communication practices between nursing team members. The
initiatives included: implementing bedside shift report (BSR), executing nursing leader daily rounding, nursing staff
hourly rounding, maintaining activated call light and providing patient service training to all nursing staff.
Objectives:
Nursing Communication Cluster was specifically created to:
1. Improve staff response time to patient call lights
2. Reduce the number of times patient used call lights through hourly rounding
3. Improve patient satisfaction and communication between staff and patients with Bedside Shift Report.
Methods/Procedures:
The first 90 days of the Communication Initiatives helped introduce the ideas to staff and to get members
acclimated to doing Bedside Shift Reports and Hourly Rounding the correct way. The project leader also
recognized that changing culture and mindsets takes time. The next phase (90-180) will be used to collect data
that will help usher in consistent and long-lasting change. During Phase 2, the unit will focus on data improvement
measures that demonstrate improvement in patient satisfaction scores. Additionally, a greater emphasis will be
placed on monthly customer service training that focuses on how to properly greet, connect and build rapport
with the patient.
Findings:
Pending outcome of Phase 2 of project (90-180 days) which include reduction in call light and amount of
time taken to respond, increase of hourly rounding documentation. As well as review of Survey of Healthcare
Experiences of Patients (SHEP) Scores 2019, Quarter 3/4.
Recommendations for Practice/Research:
Recommended to continue with implementation of the Memphis VAMC Communication Cluster over next 90-
180 days and prepare for roll-out to other inpatient units hospital-wide. With continued focus on training staff
on patient satisfaction tactics. With anticipation of official Survey of Healthcare Experiences of Patients (SHEP)
Scores
87