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end of life
patient advisory council
Effective Nurse Leader Rounding
Effective Nurse Leader Rounding
During nurse manager interviews on units, an identified best practice for the high performing HCAHPS units was evident: Effective Nurse Manager Rounding. It was determined that development of a standardized process was necessary across the health system, but successful deployment of a standard process across 10 hospitals and two states requires a comprehensive and collaborative approach.
The information from the unit reviews was shared with the Cleveland Clinic Nursing Institute Council, and the Office of Patient Experience facilitated a team to develop a standard nurse manager rounding process for the Cleveland Clinic enterprise. Cleveland Clinic’s Effective Nurse Leader Rounding team used the “Plan-Do-Check-Act” methodology to accomplish its objective. The team developed a consistent prior, during and post rounding process:
Prior to Nurse Leader Rounding
Explain the importance/rationale for patient rounding thoroughly to staff
Make the rounding experience your own. Keep the process consistent but utilize words you are comfortable with
Round with purpose. Be fully present for each patient, family member and/or visitor
Use this as an opportunity to identify two focus questions for areas that need improvement
Have all necessary materials with you (e.g. business cards, census, staff assignments, dry erase markers, etc.)
During Nurse Leader Rounding
Managing up staff (“You are in good hands with your nurse, ________.”)
Experience care questions (“What is important to you during your stay?”)
Exceptional staff recognition (“Is there anybody you would like to acknowledge that has been especially helpful?”)
Thank and close – offer business card (“Is there anything else I can do for you?”)
Provide immediate feedback to staff. (Point out excellent behaviors or opportunities for improvement based on comments from patients/families)
Report major issues to nursing director
Provide ongoing feedback to staff
Several tactics and tools were employed to provide education and training, including involvement of senior leadership and two-hour workshops every other week over two months to allow the nurse leaders to network and learn from each other.
Better Management of Patient Expectations
: the nurse manager has the opportunity to directly manage patient expectations and impact patient satisfaction
Increased Employee Engagement:
Caregivers react positively to seeing leaders in their local areas. Rounding gives front-line staff members the opportunity to interact directly with nursing leaders.
Leadership recognition by caregivers and patients
Improved Quality of Care:
Expected behaviors by front-line nurses are assessed daily and are immediately addressed
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.
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