So, they quickly communicated with the hospital to open the main lobby doors earlier so that to make sure they were open for the first two appointments of the day. Implementing What They Learnedįrom this specific shadowing experience, the program was able to identify that changing the hours of their main lobby could make a huge difference in patient satisfaction. This allowed the facility to make a few simple, yet effective, adjustments that made a big impact. So even walking a short distance could be a major task for the patients.īy shadowing, it was easy to see the delayed surgery schedules started from the moment the day began. Now, that may not sound like a big deal, but keep in mind that the people arriving at the facility that morning were receiving a knee or hip replacement surgery. Not only did this frustrate and confuse patients, but it also forced them to walk from the main lobby to the emergency room entrance. It was quickly identified that the process had flaws from the start – patients were told to arrive at the main lobby of the hospital, but the main doors were locked at these early hours. when the first two patients arrive for surgery. The Bone and Joint Center knew that if they were to have a clear understanding of exactly where the problem began in their process, they’d have to start at 5:30 a.m. Starting at the BeginningĪlright, now that we are all caught up, let’s get back to identifying the problem. Shadowers following the patients and families through their entire care cycle, from admissions to discharge. This shadower should be someone who pays close attention to detail and approaches the experience with an open mind. The person who is participating in the program as a shadower should be someone who is not heavily involved in the process, such as a student or volunteer. The hope is to identify areas of improvement through co-design that will engage with patients, families, staff, and physicians to improve experience, efficiency, and staff satisfaction. It is the idea of following (aka, shadowing) patients and their families through each step in their healthcare process. To get an unbiased opinion on the process, the Bone and Joint Center chose to use patient and family shadowing to help identify opportunities for improvement t in their current surgery system.īefore jumping right into the case study and its results, you may be wondering what exactly patient and family shadowing is. Once surgery delays were known to be a root problem, they decided to dig deeper into their current state to identify what gaps in care are building up to late start times. This story starts off when the Bone and Joint Center at Magee-Womens Hospital of UPMC identified that late start of surgery times had a direct, negative, impact on patient satisfaction. So, let’s take a look at one of these situations.
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