• Orthopaedic nursing · Jul 2008

    Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.

    • Christine Tea, Michael Ellison, and Fadia Feghali.
    • Inova Fair Oaks Hospital, Fairfax, VA, USA.
    • Orthop Nurs. 2008 Jul 1; 27 (4): 233-40; quiz 241-2.

    AbstractCustomer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated.

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