Patient Experience newsletter, August 2019, C3 making an impact

Monthly updates from the Office of the Patient Experience

Compassionate, Connected Care making an impact on the patient experience

The patient experience includes every single point of contact a patient or family member has with UI Health Care, whether it’s face-to-face, over the phone, or on our website. We strive to make each encounter professional, compassionate, empathetic, and beyond expectations by working together to build a positive patient experience.

Our patients and families deserve to have not only the best clinical care, but the best experience possible every time they are with us, and patient experience is interrelated with safety, quality, and employee engagement. With those ideals in mind, frontline staff worked alongside hospital leadership to develop a set of behaviors and common language to address something that our patients have truly demanded—a culture of caring where the patient is at the center of everything that we do.

The Compassionate, Connected Care program (C3) is that common language. By focusing on compassion, empathy, and connection, we are able to create a better healing experience for our patients that allows staff members to become more engaged in their work. In this fun, interactive, and engaging training, staff members hone their skills around specific empathy statements, managing expectations, and coordinating care.

To date, C3 has been implemented on 20 inpatient units with approximately 2,300 staff members including nursing, pharmacy, food and nutrition, as well as other ancillary services that interact with patients. C3 will continue to be rolled out to remaining inpatient areas and then will be brought to outpatient and clinic settings. Since implementation, UI Hospitals & Clinics has seen significant increases in patient satisfaction survey results.

We believe that compassionate, connected care is what our patients and their families are asking for, and what they truly deserve. And in case you missed it, read a message that our CEO Suresh Gunasekaran sent last month on this topic: “The momentum we’re seeing is real.”

Sign up for Excellence Every Time: September 2019

Join us for the next session of Excellence Every Time to learn how you can positively impact safety, quality, and the patient connection. All sessions in September will be held at the Marriott Hotel and Conference Center in Coralville and are open to all UI Health Care employees:

  • 8 to 11 a.m. Tuesday, Sept. 24
  • 1 to 4 p.m. Tuesday, Sept. 24
  • 8 to 11 a.m. Wednesday, Sept. 25
  • 1 to 4 p.m. Wednesday, Sept. 25

Signing up is easy through Self Service > Personal > My Training > Enroll in Courses. Transportation will be available from the Health Care Support Services Building and from West Campus Transportation Center. Questions? Email excellenceeverytime@healthcare.uiowa.edu.

Recent patient comments about ‘paying attention’

  Positive

  • “All of my nurses and drs. were wonderful and did an excellent job of providing care and attention to my medical, emotional needs. Very thorough.”
  • “Excellent nursing. Attentive. Good protocol; close attention gives peace of mind. Couldn’t have been any better—best I’ve had anywhere.”
  • “I had no bad experiences. My nurses were very pleasant and attentive everyone was very busy but did not rush with my care.”
  • “I have never felt more important. I think the nurses knew what I needed before I did. They were very attentive to my needs. They made my hospital stay very easy to endure.”
  • “Personal attention of nurses, doctors, and aides was well above and beyond. I want to thank them for saving my life. There truly are angels in this world. And Iowa City.”
  • “Personal touch—attentive to our needs—always answered our questions. Nursing staff was excellent.”
  • “Waiting area personnel very attentive in trying to find surgeon to talk with us in a timely manner after surgery completed.”
  • “We have always been given the necessary time and attention needed during our clinic visits. Phone calls have been answered efficiently and returned timely by the appropriate care giver.”
  • “It was the first time I saw the provider, but she was very understanding, courteous, attentive. Made sure all my questions were answered, explained what my follow up appointment (procedure) was going to consist of. I absolute loved her and would not mind seeing her in the future again.”
  • “We had excellent care and attention. Everyone who came in the room asked what they could get for us before they left the room. Made us feel like we were the only family at the hospital.”

  Missed the mark

  • “Would have liked a little more attention during the night hours. Button not answered in a reasonable time. Waited 1/2 hour or more several times.”
  • “It be nice if they listened more attentive to families about their loved ones when the family know the patients baseline or other important facts the patient may not can convey themselves.”
  • “Instead of going over discharge instructions nurse told me to read them and pay attention to items she highlighted—to call if any questions. This was not OK by me.”
  • “ARNP spent more time complaining about about her clinic billing that paying attention to me. Exam was rushed.”
  • “She was busy with completing her tasks to really give me any real attention.”
  • “The provider shows more attention to the computer than to me. I feel like she’s more interested in my data than in me.”
  • “In past we have been left in waiting area between test for an extended period…lost in the shuffle between the test. Twice I’ve had to bring to their attention that we had been waiting a long time, over 30 minutes, one of the times even after I had said something the message wasn’t passed on and we waited another 30 minutes.”
  • “The woman at the registration desk was more interested in playing with her fingernails than paying attention to the registration process.”
  • “Personal cell phone usage is inappropriate. I had to knock on the wall to get the attention of my lab tech, who was sitting in the patient chair watching a video loudly. She left it on as she drew blood and it kept dinging as she received message notifications. Nurse/assistant was also using a personal cell phone during my appointment.”
  • “That I would not be rushed. and treated like a piece of machinery on an assembly line. More time and attention to discuss issues.”