Patient Experience newsletter, Sept. 2018

Monthly updates from the Office of the Patient Experience

New C3 units

In July and August, multiple Compassionate, Connected Care (C3) training sessions were conducted by the Office of the Patient Experience with staff members from 3BT, 2RC, 4RC, and 8JCP 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.

The units that participated included:


Burn/Trauma (8 John Colloton Pavilion) is the only Burn Center in the state of Iowa and one of 62 ABA verified burn centers in the nation. Their specialty population includes adult and pediatric burn patients from the ICU phase to discharge.

They collaborate with the Emergency Department, and their other populations are adult intermediate care trauma patients and wound patients. They are the wound care center of excellence at UI Hospitals & Clinics.

Gold Beacon Award for Excellence was awarded to 4RCP in Feb. 2015


Intermediate Medical-Surgical Cardiology Unit (4 Roy Carver Pavilion) is a 48-bed unit providing care for adult medical cardiology, cardiac, and thoracic surgery patients. The unit also provides care to patients with cardiomyopathy, pulmonary hypertension, chest pain, post percutaneous coronary interventions, and left ventricular-assist-devices, as well as arrhythmia management.

Through a multidisciplinary teamwork approach, 4RCP was awarded with a Gold Beacon Award for Excellence by the American Association of Critical-Care Nurses in 2015; this is the only Gold Beacon Award in the state of Iowa.


The Surgery Specialty Unit (2 Roy Carver Pavilion) is a 34-bed surgical unit that provides post-operative care for a variety of patients undergoing complex procedures such as:

  • Digestive diseases
  • Bariatrics
  • Trauma
  • Solid organ transplant
  • Vascular
  • Emergency general surgery

The Surgery Specialty Unit believes it is their responsibility to provide patient centered care that will enable surgical patients and their families to cope with the physiological and psychological aspects of their illness or injury. They believe that excellent clinical skills intertwined with compassionate care helps achieve maximum quality of life.


The Medicine Psychiatry Unit (3 Boyd Tower) is an acute 15-bed locked unit, which provides comprehensive care for adult patients with acute medical illness in conjunction with a psychiatric disorder. Their collaborative approach includes social workers, staff physicians, resident physicians, dietician, nurses, pharmacists, care coordinators, occupational therapists, activity therapists, and physical therapists.

The Medicine Psychiatry Unit remains the only unit of its kind in the state of Iowa.

Sign up for Excellence Every Time

Join us at the Graduate Hotel in Iowa City, Oct. 10 or 11, for a program all about University of Iowa Health Care. Who we are. How we work. And how we keep our patients at the center of everything we do. We’re focused on safety, quality, and the patient connection.

This program is different from past Service Excellence events, which is being incorporated into new staff orientation.

Choose one of four sessions:

  • 8 to 11 a.m. Wednesday, Oct. 10
  • 1 to 4 p.m. Wednesday, Oct. 10
  • 8 to 11 a.m. Thursday, Oct. 11 (lots of spots left in this session!)
  • 1 to 4 p.m. Thursday, Oct. 11 (session full)

This event is open to all UI Health Care employees.

Transportation will be available from HSSB and West Campus Transportation Center. More details to come.

Signing up is easy through Self Service > Personal > My Training > Enroll in Courses. Or see our cheat sheet.

Patient comments about staff being attentive


  • “Everyone @ UI was so awesome! It was like we were the only ones there. Very attentive, caring, compassionate everything you could ask for in an already stressful situation.”
  • “The nursing staff was EXCEPTIONAL!! Professional, diligent, caring, attentive, kind, and compassionate. I was VERY impressed!”
  • “WONDERFUL!!! Soothing, calming atmosphere, skilled and competent staff, lots of attention to details for child and family during a hospital stay.”
  • “Scheduling staff have always been very thorough in the questions and verification process. It gives me confidence that they are truly listening and are attentive to our needs. Thank you for have professional staff that show they care about what’s best for us and seem to really enjoy what they do for the patient.”
  • “The doctor was very busy, but made time to schedule me late in the day. He devoted his time and attention to my health concern, and made sure that all of my questions were answered, and that I understood completely the course of treatment for me. Excellent experience!”
  • “My wife spent the night in my room in the recliner, my nurse was very attentive to her needs, offering her a pillow, blankets, and a place to freshen up, etc. My wife was very appreciative of the concern for her comfort.”
  • “Nurses were very attentive, courteous, and kind to myself as well as my family. They were very good about explaining what was going on in plain language.”

 Missed the mark

  • “Nurses on evening shift were less attentive as I got close to being released. Care was not the same level in evening as day nurses.”
  • “More attention given to patient hygiene—it took a call to patient advocacy, after 4 days, to get them to wash the dried blood out of my husband’s hair and off his face. That’s shameful!!”
  • “Nurses need to pay attention to where a paralyzed persons legs are when putting rails up and down. I found a burn on my leg from it.”
  • “Clinic was nice, just whoever enters in the information into the computer pay more attention when doing it.”
  • “Bathroom in waiting area needs attention more than less.”
  • “Some assistants seemed unaware of detail like keeping the bed smooth, missing the waste basket and leaving it. Paying attention to detail in the comfort of the patient is HUGE!”
  • “It seemed as though I wasn’t given much attention or urgency because the staff ‘encounters this problem frequently.'”
  • “Surgeon in ER (resident I believe) misunderstood a question I asked and laughed at me. Then performed rectal exam that no one else had due to pain level; seemed wholly unaware of how much pain she was causing for most of exam until stopping.”
  • “There were times when staff did not seem to be aware how loud they were talking/laughing. I brought ear buds from home which saved me from excess noise.”