There are clearly many elements to delivering consistent, superior patient care. In terms of patient satisfaction and experience, proactive rounding that incorporates the 5 Ps is the foundation. You can do a lot of other things well but poorly executed patient rounding has the potential to negate all other efforts.
The combination of hourly rounding and the 5 Ps is designed to meet the needs of patients and their caregivers, by improving access to timely, quality and safe healthcare.
Furthermore, this approach improves detection of the deteriorating patient, improves patient satisfaction, reduces the rate of falls, pressure ulcers, medication errors and call light usage. Not to mention the positive impact it has on HCAHPS scores.
We attest that an hourly check on every patient every day (less at night to ensure proper rest) provides the best care and experience possible.
I know you are thinking "we cannot go with scripts." If you want to be able to sustain this approach long term, you will insist on a script. Can they be personalized some? Of course. Scripts serve two important functions: 1) you have a standard to which you can hold staff accountable and 2) you have a basis on which to train new staff. Our advice: MAKE A SCRIPT.
Introduce yourself to your patient. Tell them a little bit about yourself, including how long you have been working in your profession, your title, etc.
Using your patient communication boards 100% every day contributes as a significant factor in improving patient satisfaction. Make sure the communication board is current and that the rounding is checked on the board. See our Communication Board video here.
“Because we want you to receive the best care possible, we are going to round every hour while you are in the room. We will not wake you if you are sleeping unless your doctor has asked us to do so. We will check on your pain, your comfort, and ask if you need to use the bathroom.”
PAIN: “How is your pain?”
POSITION: “Are you comfortable?” [Turn and position patient for comfort.]
POTTY: “Do you have bathroom needs?”
PERIPHERY: “Do you need me to move the phone, call light, trash can, water cup, or over-bed table?” [Move the phone, call light and/or trash can within reach. Arrange the over bed table and fill the water cup. Ensure all equipment is plugged in. Eliminate unnecessary clutter.]
PUMP: Check the IV pump.
Close with, “Is there anything else I can do for you while I’m here? I have the time."
Despite much set-up effort, most hospitals are unable to execute hourly rounding well and consistently.
Despite these seemingly insurmountable obstacles, affecting real change is not just possible, it is attainable with steadfast implementation - and the results are worth it.
The 5 Ps is one of the 17 Approaches to Improving Patient Satisfaction. Read the FREE eBook.