Patient experience newsletter, Jan. 2019: New C3 cohort

Monthly updates from the Office of the Patient Experience

New C3 units

In January, multiple Compassionate, Connected Care (C3) training sessions will be conducted by the Office of the Patient Experience with staff members from MICU, SNICU, 5 South, 7 JPP, and UI Stead Family Children’s Hospital Levels 9 and 11 around the C3 process. This training focuses on using compassion and empathy to alleviate patient suffering, as well as building stronger connections with patients and their families.

Medical Intensive Care Unit (MICU) is a 26-bed Silver Beacon unit that cares for the most complex medical patients in the state of Iowa. While all of our staff physicians are critical care pulmonologists, they specialize the cares of many other patient populations and diagnoses. The MICU leads UI Hospitals & Clinics in nurse-driven evidence-based practice projects that have changed the care of patients hospital-wide. The MICU is known for its team atmosphere, and offers endless learning opportunities for both experienced and new graduate nurses due to the high acuity, complexity, and diversity of patients.

UI Stead Family Children’s Hospital Level 9 is a pediatric inpatient unit with 28 private beds and may care for patients from endocrinology, gastroenterology, gynecological surgery, neurology, neurosurgery, nephrology (including kidney transplants), orthopedics, surgery, trauma, and urology. The ninth floor inpatient unit is also home to the innovative Cornish Human Brain Research Laboratory—the first in the nation at a children’s hospital. A monitoring room, one patient room, and a separate EEG monitoring room will comprise the lab, aimed at advancing treatment of children with epilepsy and other neurological diseases. 

Level 11 of UI Stead Family Children’s Hospital

UI Stead Family Children’s Hospital Level 11: The Pediatric Cancer Center is an 18-bed inpatient unit and an outpatient clinic and infusion center, seeing pediatric hematology, oncology, and bone marrow transplant patients. The team consists of doctors, nurses, social workers, pharmacists, child life specialists, medical and nursing assistants, and others, who have a strong patient-and-family-centered approach. The Pediatric Cancer Center is a member of the Children’s Oncology Group, Iowa’s only nationally ranked pediatric oncology center, and Iowa’s only pediatric accredited bone marrow transplant center.

Surgical and Neurosciences Intensive Care Unit (SNICU) is divided into three different bays, with 36 beds. They are a Silver Beacon unit that cares for post-surgical and trauma patients requiring intensive care from neurosurgery, neurology, trauma surgery, general surgery, orthopedics, transplant, urology, and gynecology oncology. SNICU has developed a culture of multidisciplinary care that encompasses caring for the patient and family to cope with the psychological and psychological components of their illness or injury.

5 South is a general medicine unit that was opened in July 2016. The primary population on this floor is patients with the internal medicine hospitalist team. This 13-bed all private room unit was created to assist with the high census that UI Hospitals & Clinics has been experiencing. Nursing staff on this unit were recruited and are excited to be a part of UI Hospitals & Clinics.

7JPP medical observation unit opened up in July 2018 in an effort to help improve the patient flow of observation care. This unit is staffed with a dedicated team to care for this patient population and assist with patient throughput. The seven beds serviced are turned over daily and a plan of care developed for these outpatients. Staff on this unit work closely with the navigator and ED staff to triage patients and expedite observation workups.

Recent patient comments about listening


  • “The nurses were incredible! Very good at their jobs. Very personable. Very caring. They listened. They answered all questions. I was so impressed with all of them!”
  • “Physician/residents took time to explain the next treatment steps, listened to my concerns—I felt very reassured by my physician.”
  • “Knowledge of the doctors and surgeons and nursing staff. No rush decisions were made. Took time to listen and consulted other staff for best way to proceed with treatment.”
  • “Doctors and nursing staff listened to any concerns and answered questions. My wife felt welcome to stay with me and help care.”
  • “Nurses were great at empathizing and listening to me while being under stress.”
  • “The nurses I had were amazing. They understood my frustration and listened actively. They were able to not take my small, pain-filled rant personally. Thank you so very much!”
  • “Thank you for not being judgmental and spending as much time as needed. Also thank you for listening to me.”
  • “He really listens even though he might not agree with my thinking he shows me a great deal of respect.”
  • “She listens, remembers what I share with her, and truly seems to care about me as a patient AND a person. Excellent care provider, top notch!”
  • “Your staff never make you feel rushed. They always listen well and spend whatever time is needed with a patient.”

 Missed the mark

  • “Surgeon needs remedial class in communicating with/listening to patients.”
  • “I didn’t feel like my doctor did a good job listening to me or considering my concerns. I had a lot of questions, and he made me feel like he was too busy, or that I was somehow wrong for asking so many things.”
  • “Dr.’s need to listen more… actually listen and not just casually disregard and write off whatever patients say.”
  • “Nurse wouldn’t listen to us about my child’s pain.”
  • “One nurse did not listen to doctors during rounding!! Too many kids per each nurse!!”
  • “Did not listen; wouldn’t let my mom speak. He said, ‘I’ll ask the questions.'”
  • “Dr. seemed hurried, and that talking to me was taking too long. I understand I’m not the only patient she has, but I think my prescription I was taking and came to get renewed was screwed up, because she wasn’t listening.”
  • “Better communication, not make patients feel threaten and uncomfortable. Listen to us without getting upset, have patience.”
  • “She was pushing what she preferred vs. listening to me or my daughter as to what was needed.”
  • “Felt dismissed. Dr. did not review medical record sent. Nice enough but waste of time. Didn’t seem to listen to concerns because mind was made up prior to seeing our daughter.”