From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Jennifer Lorenz

As part of a systemwide patient experience improvement initiative launched last year by University Hospitals Health System (UHHS), University Hospitals (UH) developed a plan to improve how its nursing staff communicate with patients. Using a data-driven strategy, UH educated staff on tactics and strategies such as hourly rounding, bedside handoff, nurse leader rounding, and post-discharge call-backs from a nurse leader. Join this session to learn how to implement a communication improvement plan, instill accountability and transparency through the reinforcement of key behaviors and the use of real-time coaching at all levels of leadership, and create a sustainment plan to ensure that the key behaviors drive high-quality outcomes and become part of your hospital?s culture.