Nurses First produces massive HCAHPS gains after just one month
Top Results
Overview
Anne Arundel hospital were keenly aware of the Maryland incentives to optimize patient experience, as stated by the CNO at the time: "If you're not actively working on patient experience, you're falling behind everyone else.' 1Unit were brought in to launch two Accountable Care Units with the Nurses first and SIBR rounds processes.
Objectives
To improve patient satisfaction scores.
Methods
1Unit worked with unit nurses to co-design the customized Nurses First job aids and processes. Online training was made available to all unit nurses and customized in-person training sessions were developed and delivered over a 3-day period on the unit.
HCAHPS survey responses were tracked by the hospital's patient experience group.
Results
In the month after Nurses First launched the two units achieved:
97th percentile score for HCAHPS rating of 'Communication with nurses' on the gen-med unit, the highest of the previous six months
99th percentile score for HCAHPS rating of 'Communication with nurses' on the ACU unit, the highest of the previous six months
90th percentile score for HCAHPS rating of 'Rate the hospital overall' on the gen-med unit, the highest of the previous six months
Conclusion
In the first month of the Nurses First program launching on the two pilot units, two key HCAHPS measures reached their highest levels in 6 months: Communication with nurses and Rate the hospital overall.
