The Roadmap Construction Crew • • • • • • • • • • • • • • Sharon Dillard – VP Nursing, OUMC Edmond Gordon Heiselbetz – VP Support Services Krystal Murer – Perioperative Services Process Improvement Analyst Kim Corcoran – Coordinator, Nursing Administration Jennifer McAlister – Manager, Ortho/Neuro, OUMC Erin Ogee – Director, Procedural Services, Dialysis, MICU, ICU West Deb Mordecai – VP Adult Services, OUMC Eric Ferguson – Manager, Creative Services Cathy Pierce – VP Pediatric and Women’s Services, TCH Toni Steele – VP Patient Access and Nursing Administration Julie Fanselau – Director, Respiratory Care and Sleep Lab, OUMC and TCH Mitsy Martin-Davis – Director, Rehab Services, OUMC and TCH Connie Gargano – Director, Cardiovascular Services, OUMC Kendal Pinkston – VP Operations, TCH This Afternoon’s Focus • Launch the concept of the No Pass Zone • Kickoff of the No Pass Zone campaign • Introduce the No Pass Zone tools for implementation • Review Linkage Grid and Next Steps • Have fun! Introduction At OU Medicine, it’s everyone’s job to assist our patients, their families, our visitors and each other. As with all best-practice patient-centered care organizations, OU Medicine is dedicated to providing EXCEL-lent care, ALWAYS! Introduction • We Will improve our patients’ experience by responding quickly & effectively to their needs • We Will accomplish this by creating an environment of CARING & RESPONSIVENESS using a NO PASS ZONE! • Together WE Will make a difference! No Pass Zone Rap Grab your lunch and join us for the construction of our No Pass Zone No Pass Zone The No Pass Zone Emphasizes that Patients and Visitors Are Not An Interruption of Our Work They Are OUR REASON For Being Here! The Why - HCAHPS • During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it? 3Q 4Q 1Q 2Q 3Q 4Q 2011 2011 2012 2012 2012 2012 OUMC TCH Women’s Edmond 48% 56% 63% 65% 51% 61% 71% 54% 52% 69% 63% 55% 48% 62% 66% 47% 49% 65% 61% 54% 45% 60% 65% 46% HCAHPS 75TH 71% 71% 71% 71% 90TH 77% 77% 77% 77% The Why - HCAHPS • During this hospital stay, how often were your room and bathroom kept clean? The Why - HCAHPS • During this hospital stay, how often was the area around your room quiet at night? The Why - HCAHPS • During your hospital stay, how often did you get the help in getting to the bathroom or in using a bedpan as soon as you wanted? OUMC TCH Women’s Edmond 3Q 2011 4Q 2011 1Q 2012 2Q 2012 3Q 2012 61% 55% 75% 77% 62% 69% 78% 63% 62% 55% 72% 65% 61% 66% 82% 59% 63% 70% 73% 62% 4Q thru 12/20 47% 60% 76% 58% HCAHPS 75TH 71% 71% 71% 71% 90TH 77% 77% 77% 77% What is “The No Pass Zone”? OU Medicine Employees are EXPECTED to NEVER PASS: • Call Lights • 10 / 5 Rule Opportunities – Way Finding Opportunities • Trash & Clutter • Hand Washing Opportunities No Pass Zone • Includes EVERY OU Medicine employee • It requires YOU to respond to patients or visitors in need • If you are unable to help the patient or visitor, YOU will find someone who can help them • EVERY Employee, EVERY Patient/Visitor, EVERYwhere, EVERY Time! Whenever You See A Call Light, follow this simple rule: • N – Never pass them by • O – Observe patient privacy • • • • P – Provide what they are asking for, OR A – Access someone who can S – Safety First, never put patients at risk S – Smile & use AIDET Route To Success What To Do When Non-Nursing Team Members Respond To a Patient Call Light Don’t pass up the opportunity! Use AIDET, evaluate patient request and respond accordingly. Turn call light off by pressing cancel button on call light console. Ask patient if there is anything else you can do for them, “I have the time.” Don’t pass up the opportunity! Use AIDET, evaluate patient request. Use Patient Communication Board to identify nurse’s phone number and call nurse directly. If Nurse is not available Look for HUC or other nursing unit staff Communicate specific duration and person that will assist to the patient. Ask patient if there is anything else you can do for them, “I have the time.” What Everyone CAN Do If you see a call light on, you CAN do the following for a patient: • Reposition call light, telephone, bedside table, chairs, trash can, tissues or other personal items within reach. • Assist with making phone calls or answering the telephone. • Change TV channels or turn the TV on or off. • Turn lights on or off. • Obtain personal items such as blanket, pillow, towel, washcloth, slippers, and toiletries. • Obtain other items such as pens, pencils, books, magazines, etc. • Open and/or close privacy curtains. • Reduce clutter. • If entering an isolation room, follow proper PPE requirements. Non-Clinical Staff CANNOT Only Nursing Staff Can: • Manage an IV and/or infusion pump • Offer pain relief • Remove meal trays or water pitchers • Assist patients with eating and drinking • Physically assist a patient • Turn off any alarms • Explain clinical matters/treatments as appropriate to your discipline • Raise or lower a patient bed Please remember to use key words if you CANNOT assist. • Let me find the appropriate person to help you. I will let you know how long it will take. Key Words • Hello, my name is (name), from the (department). I noticed that your call light is on. Is there something that I can help you with? • If you can: Yes, I can help you with that. • If you cannot: Let me find the appropriate person to help you. I will let you know how long it will take. • Remember to ask before leaving: Is there anything else I can do for you? I have the time. 10 / 5 Rule • At ten feet, acknowledge by making eye contact and smiling • At five feet, greet with a Hi, Hello, Good Morning, etc • Go the extra mile and help with directions. If someone appears lost, stop and ask Can I help you? – If they do need help, escort them to their location to within two directional steps, or find someone who can. Trash and Clutter • If you see it, pick it up and throw it away. – In patient rooms, Outside, In Stairwells, Hallways • Be aware of equipment (if it is not in use, move to appropriate storage) • Avoid clutter from overstocked supplies Hand Washing • In front of the patient, every time • Before and after each patient encounter • Use key words – For your safety, – To prevent infection, • Hold each other accountable Shhhh Keep It Down! Quiet Departments • We aim to provide an environment conducive to healing and recovery • Be aware of the noise you create during your daily work – day and night • Keep each other accountable Resources / Communicate to Staff • • • • • • Route to Success No Pass Zone Video No Pass Zone Newsletter No Pass Zone Roadmap No Pass Zone Campaign Tools Translating Caring Theory Into Practice: The Carolina Care Model Open Discussion • Anticipated outcomes • Perceived or identified boulders • How can we support you Linkage Grid and Next Steps Assignment Department Director Department Director Departmental Leadership Tools and Validation Complete By Review No Pass Zone Roadmap Begin implementation of the No Pass Zone Roadmap; keep the course of the roadmap and reach out for assistance when needed; Share information with departmental leadership team to create culture Discuss plan with one-up Discuss plan with one-up 2/21/2013 Hold departmental staff meeting to share No Pass Zone concept using tools available; 100% Staff to complete Healthstream Education Discuss plan with one-up; begin validation during EXCEL Focus Hours 3/31/2013 Activity 3/1/2013 Completed Yes/No Questions?