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Patient Experience Case Study - Bayshore Medical Center and East Houston Regional Medical Center
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See the opportunities and challenges healthcare organizations face in addressing the patient experience.#

Case Studies provide real stories of current efforts, including programs being initiated, practices being implemented, and outcomes being targeted and/or achieved. Case studies are presented as both an opportunity for learning from others as well as a spark for further ideas on how we work to improve the patient experience. If you have a case study to share please contact us.

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Related Body of Knowledge courses: Communication.

Bayshore Medical Center

East Houston Regional Medical Center

Improving Communication with Nurses

What was the challenge, opportunity or issue faced?

Addressing "Communication With Nursing” HCAHPS question… Often the "personal connection” between patients and nurses was missing, either by patients or nurses missing the opportunity to find common ground between them.

What did you do to address it?

"Know Your Nurse” cards were developed, which contain a small piece of personal information about the nurses, as well as a photo and the extension they could be reached. Patients can see their nurse’s face, know their nickname (if they have one), and any hobbies and languages spoken. There is also a place for nurses to indicate their education level which can impact the patient’s perception that their nurse was "educated” as opposed to "trained,” which research has shown impacts a patient’s perception of safety and security.

What outcomes were achieved?

Improved real time feedback for nursing communication. During leadership rounding, patients can shuffle through their cards and specifically identify those nurses who went above and beyond (as well as those who did not) and the nurses can receive feedback in more real time. Gone are the days where a compliment is given to "the nurse with the ponytail and blue scrubs;” now there is a definite identification of who the patient is indicating.

About Bayshore Medical Center and East Houston Regional Medical Center

Bayshore Medical Center and East Houston Regional Medical Center is a multi-campus acute care facility with over 400 licensed beds and 1500 employees serving the Pasadena and East Houston communities.

The idea of Know Your Nurse Cards was shared on a recent Topic Call from The Beryl Institute. Members can click here to access the Topic Call Recording. Not a member? Learn more about Topic Calls here.

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