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Patient Engagement Tip of the Month

Geri Lynn Baumblatt, MAGeri Lynn Baumblatt, MA, is the Executive Director of Patient Engagement at Emmi where she oversees the creation of multimedia patient engagement, education, shared decision-making, and behavior change Emmi programs and interactive phone calls. She hosts an annual October Health Literacy Month blog series for Engaging the Patient. She regularly speaks and serves on health literacy and shared decision making panels for organizations like AHRQ, the Institute for Healthcare Advancement, Health Literacy Missouri, and the Center for Plain Language. She also serves as an Editorial Board member for the Journal of Patient Experience. Emmi Solutions works with decision scientists, behavior change experts, patients, and clinicians; they draw on their research and experience to create content that helps patients engage in their care.


Showing all Blog Posts with tag: rounding View All Blog Posts
Posted: Tuesday, June 30, 2015

Channeling Your Inner Sherlock Holmes

By Geri Lynn Baumblatt, MA, Executive Director of Patient Engagement, Emmi
Lynn Charbonneau
Co-author: Lynn D. Charbonneau, MBA, Director of Patient Experience at Northside Hospital
Making a personal connection to the patient right from the start can engage them and set the tone for their entire experience. But there’s a better way than simply asking a patient, “How are you?” When you step back to think about it, is it any wonder people often reply, “How do you think I am? I’m lying in a hospital bed.”  

How can we ask a more personal question and make a better connection? Look for cues and clues. Are there flowers in the room?  If yes, say, “Who sent you the lovely flowers?” Is there a card on the bedside stand or in the window sill? Who sent it? Is there a photograph in the room?  What are they watching on TV? Noticing anything new can spark a conversation and gives them a chance to talk about the people and things that matter to them.

Next time you return to their room, if there doesn’t seem to be anything new to ask about – is or was there a person at the bedside to ask about? Or if a patient looks concerned: “You seem worried, what’s on your mind?”  

This method of “asking with skilled inquiry” with open-ended questions gives the patient an opportunity tell their story. It’s an invitation to open up.

At Northside Hospital, HCA West Florida Division, every meeting, every huddle is opened with a “Mission Moment.”  This creates an opportunity for everyone to tell these stories, gives everyone a chance to recognize how we feel connected to the patients, and to feel good about the work we do.  This also creates a better experience and more of a connection for the caregivers. It’s easier and more meaningful to care for people we feel connected to.

Recently, I was rounding and saw one of our patients and his wife was sitting on the bed. I walked in and introduced myself, and he asked me “Why is it YOU people always ask the same questions over and over? Don’t you talk to each other?”

I explained we ask the same questions because we want to make sure patients tell us as much about their history as they can. Then I asked, “Who is this lovely lady?” 

A big grin came across his face, and he said, "This is my wife of 46 years.” His perspective shifted from being annoyed to being cared about and having a chance to talk about who matters to him.



Lynn D. Charbonneau, MBA, Director of Patient Experience at Northside Hospital, part of HCA’s West Florida Division.  With 39 years of healthcare experience with 25 years in patient experience improvement, she has a national reputation for her work around coaching and transforming organizational culture. @ldcharbonneau


Tags: patient engagement, communication, rounding
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Posted: Thursday, February 26, 2015

Engaging Patients in Hourly Rounding: Improving the Patient and the Caregiver Experience

By Geri Lynn Baumblatt, MA, Executive Director of Patient Engagement, Emmi
Co-author: Greg Berney, Senior Manager of Patient Experience at Cone Health
Several months ago, a Patient Experience Manager at Cone Health was rounding with a nurse on a med/surg department. We’ll call him “James.” As James discussed different patient experience improvement tactics, he verbalized a concern with hourly rounding logs. “Each time I put my initials on that log I feel frustration with leadership because it feels like they don’t trust me.” Leaders, in turn, felt frustrated because the logs were their only way of ensuring hourly rounding was happening.

While James identified a lack of trust as his main frustration, this also articulates a greater challenge in improving the Patient Experience: ensuring our goals and how we motivate caregivers to meet those goals match. As James would tell you, there is nothing about writing his initials on a log sheet that help him provide better care at the bedside. In fact, the log sheet introduces a new goal and motivation for many caregivers - fill it out faithfully and you won’t be hassled by your boss! Hourly Rounding had become a task for James instead of a tool that to provide better care.

How can we tap into caregivers’ natural motivation, and partner with patients, to improve the patient and caregiver experiences at the same time?

At Cone Health, Hourly Rounding was re-launched with a specific focus on helping caregivers understand what’s in it for them. The entire training is around helping each nurse proactively communicate to their patients in a way that ends up reducing call lights.

The best part: patients who hit their call light less frequently tend to do so because they feel their needs are being met!

Engaging Patients In the Process

Instead of using rounding logs to validate their process, Cone has added a question to the Patient Perception of Care survey specifically asking the patient if a nurse came in the room every hour.  Additionally, some patients give this feedback in real time by keeping their own log sheet of which staff members came in the room and when.  

Patient tracking provides added patient engagement benefits that aren’t available through traditional tracking methods:
  • Patients automatically have a better understanding of the processes, which reduces anxiety or fear about being in pain or being forgotten.
  • This allows patients to more naturally partner with caregivers to ensure their needs are met on a mutually convenient schedule.
  • Staff have additional motivation to explain the purpose and process of rounding.  
One could easily view Hourly Rounding as a transactional task - something that we do to patients. Instead, engaging patients creates a more interactional model in which patients are informed and empowered.  In this way, patient engagement leads to improved caregiver experience as well.  



Greg Berney is the Senior Manager of Patient Experience at Cone Health in Greensboro, NC where he addresses organizational Patient Experience and Patient Engagement opportunities from problem identification through innovation, planning, and execution of improvement initiatives. Greg provides project management and consultation for an organization of 6 inpatient hospitals and 100+ emergency, ambulatory and outpatient areas in close collaboration with senior administrative and physician leadership.  Greg’s recent speaking engagements include the Beryl Institute Patient Experience Conference, Dignity Health’s Patient Experience Summit, and the NextGen Patient Experience Summit. Follow Greg on Twitter at @gregberney.

Tags: patient engagement, communication, rounding, employee engagement
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