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Hospital and Caregiver Honored During Patient Experience Summit

Thursday, May 29, 2014
AfPE Staff During the 5th Annual Patient Experience Summit, AfPE recognized the winners of its annual Practice of the Year Award and its inaugural Outstanding Caregiver Award.

Santa Barbara Cottage Hospital, a 483-bed acute care teaching hospital and trauma center in California, was honored with the annual Practice of the Year Award for implementing a model to improve medication communication. The inaugural Outstanding Caregiver Award was presented to Brandon Jones, RN, BSN, CEN, unit director of the emergency department of Carilion Roanoke Memorial Hospital in Virginia for his outstanding service and superior commitment to the patient experience.

The Practice of the Year Award is designed to honor outstanding innovations or improvements that enhance the patient experience and promote best practice development through the exchange of ideas among peers. Santa Barbara Cottage Hospital implemented teach-back, a technique to address patient education and communication about new medications in its cardiac telemetry unit.  After success in the pilot period, the program was implemented in the medical-surgical units and then hospital-wide.

Since implementation, the CT unit has shown improvement in HCAHPS data in the medication communication domain, moving from the 11th percentile in second quarter 2012 to the 82nd percentile in fourth quarter 2013. The medical-surgical floors as a whole have demonstrated an improvement in HCAHPS data moving from the 47th percentile to the 62nd percentile. Learn more about this program.

The Outstanding Caregiver Award recognizes a caregiver who goes above and beyond his or her job responsibilities, demonstrates AfPE values and champions the patient experience. Jones developed a training program customized for the emergency department team in his hospital called “The Patient Experience Workshop.” He conducted four hour workshops every week for three months and has personally trained 98% of staff in the emergency department. The workshop is now incorporated into new employee orientation.

Based on data, his dedication has resulted in significant increases in overall quality of care, nursing understanding and caring, and significant decreases in patients leaving the emergency room without being seen. Learn more about his work.

AfPE thanks the 2014 Awards Committee for participation this year in judging entries.  

For more information on AfPE's 2014 Practice of the Year

For more information on AfPE's 2014 Outstanding Caregiver

Tags: culture, Patient Experience Summit, service, best practices, HCAHPS, nursing
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