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Patient Experience Case Study - Carroll Hospital
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Improving the Patient Experience through the Implementation of a Nurse Rounding Solution

What was the challenge, opportunity or issue faced?

Due to its manual process, Carroll Hospital’s nurse leader rounding program suffered from rounds that took too long to complete. Workflow was further hindered by labor-intensive inputting and review of data. As a result, patient satisfaction suffered.

What did you do to address it?

In February 2017, Carroll Hospital partnered with GetWell Rounds+™ to provide a digital nurse-rounding solution that allows rounds to be conducted on a tablet at the patient’s bedside as well as from any mobile or desktop device or patient kiosk in the hospital.

The use cases for the rounding solution include checklists, audits, surveys, reporting, trending and benchmarking. We could also use the platform to send real-time text and email alerts to relevant care teams on each unit for improved service recovery. Additionally, the solution is being used as a management tool for clinical supervisors to review in an effort to monitor rounds, looking at data during particular shifts and comparing the success to metrics from other units.

All digital rounding has also been integrated directly into the hospital’s electronic health record (EHR) system, allowing for immediate data entry. With rounding data that is always up-to-date, clinical teams can now monitor patients in real-time, prioritizing patient needs for improved care.

To further improve the experience and quality of care, standard nurse leader rounding questions were developed to obtain patient and family feedback. The results are used for the development and implementation of improvements to patient care and other hospital services.

What outcomes were achieved?

Four months after implementation of digital rounding, HCAHPS scores reflected a significant increase in patient satisfaction, including a considerable jump in scores in response to the “Overall Rating of the Hospital” survey question, from 61.0 to 76.5

Related HCAHPS score improvements include:

  • 76.8 to 81. 9 Ease of Communication with nurses.
  • 73.2 to 77.8 Patients felt that nurses listened carefully.
  • 69.7 to 78.6 Clinical staff helped to relieve pain.
  • 72.3 to 77.8 Ease of communication with doctors.
  • 71.3 to 77.8 Patients felt doctors listened carefully.
  • 71.3 to 86.9 Doctors treated patients with courtesy and respect.
  • 82.8 to 86.8 Patients felt proper discharge instructions were given.
About Carroll Hospital

Carroll Hospital is a 179-bed acute care hospital serving Westminster, MD. Since 2015, the hospital has been part of LifeBridge Health, a health system that includes three acute-care hospitals, a geriatric facility and numerous outpatient clinics in the greater Baltimore area. In 2016 alone, Carroll Hospital saw 13,791 inpatient admissions and outpatient observation episodes and 52,371 emergency department visits.

About GetWellNetwork®

GetWellNetwork® is the Precision Engagement™ health care company. Their solutions engage patients and families, empower clinicians and deliver outcomes that matter. From inpatient to outpatient, to physician practices and urgent care clinics, to patients on-the-go, GetWellNetwork offers the only cross-continuum platform that performs across every care setting.

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