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Recommended Citation
Oechler C, Cooper L, Oscar H. CONNECT - A Nurse's Approach to a Better Patient Connection. Nurse-driven Innovations in Care Redesign and Delivery poster presentation at Elevating Nursing Excellence: Purpose, Profession, Passion; Advocate Health Midwest Region Nursing Research & Professional Development Conference 2024; November 13, 2024; virtual.
Presentation Notes
Nurse-driven Innovations in Care Redesign and Delivery poster presentation at Elevating Nursing Excellence: Purpose, Profession, Passion; Advocate Health Midwest Region Nursing Research & Professional Development Conference 2024; November 13, 2024; virtual.
Abstract
Introduction and Context
Researchers have found that education and training significantly enhance Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores, particularly in nurse communication and patient satisfaction. In one medical-surgical unit at a non-profit hospital in the Midwest, nurses identified an area of opportunity in HCAHPS scores including “Nurse’s Explain” and “Nurse’s Listen”. While some best practices were already in place, additional support to address the growing population of diverse patients, specifically those with lower health literacy levels and language barriers, was needed.
Implementation Strategy
A patient experience workgroup was created, implementing an initiative called CONNECT (C-Connect Meaningfully, O-Open-ended questions, N-Nurses Listen, N-Nurses Explain, E-Education, C-Confirm understanding, T-Trust) to improve nurse-patient communication. CONNECT emphasizes building trust through meaningful connection and using open-ended questions to encourage active listening and explanation. To personalize care, the program includes a new tool called "All About Me", documenting patients' preferences and cultural practices, and emoji medication cards for those with low literacy or language barriers.
Outcomes & Impact
From July 2023 to November 2023 “Nurses’ Explain” data demonstrated an average of 59.4%, while there was also a noticeable decline in Nurses’ Listen. While data is still being collected, April’s patient experience scores show an increase to 87.5% for Nurses’ Explain, and Nurses’ Listen 62.5%. Bedside nurses reported a 4.95 (out of 5) average increase in knowledge and comfort with implementing changes.
Insights:
Following the successful implementation of CONNECT, other inpatient units and specialty departments have begun adopting the initiative. Leader rounding has shown an increase in positive feedback from patients and family members, underscoring the value of the initiative.
Implications:
The results of the CONNECT initiative underscore the importance of tailored communication strategies in enhancing patient satisfaction, trust, and care outcomes, with the potential for widespread adoption across other healthcare settings.
Document Type
Poster
Publication Date
11-13-2024
CONNECT - A Nurse's Approach to a Better Patient Connection
Introduction and Context
Researchers have found that education and training significantly enhance Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores, particularly in nurse communication and patient satisfaction. In one medical-surgical unit at a non-profit hospital in the Midwest, nurses identified an area of opportunity in HCAHPS scores including “Nurse’s Explain” and “Nurse’s Listen”. While some best practices were already in place, additional support to address the growing population of diverse patients, specifically those with lower health literacy levels and language barriers, was needed.
Implementation Strategy
A patient experience workgroup was created, implementing an initiative called CONNECT (C-Connect Meaningfully, O-Open-ended questions, N-Nurses Listen, N-Nurses Explain, E-Education, C-Confirm understanding, T-Trust) to improve nurse-patient communication. CONNECT emphasizes building trust through meaningful connection and using open-ended questions to encourage active listening and explanation. To personalize care, the program includes a new tool called "All About Me", documenting patients' preferences and cultural practices, and emoji medication cards for those with low literacy or language barriers.
Outcomes & Impact
From July 2023 to November 2023 “Nurses’ Explain” data demonstrated an average of 59.4%, while there was also a noticeable decline in Nurses’ Listen. While data is still being collected, April’s patient experience scores show an increase to 87.5% for Nurses’ Explain, and Nurses’ Listen 62.5%. Bedside nurses reported a 4.95 (out of 5) average increase in knowledge and comfort with implementing changes.
Insights:
Following the successful implementation of CONNECT, other inpatient units and specialty departments have begun adopting the initiative. Leader rounding has shown an increase in positive feedback from patients and family members, underscoring the value of the initiative.
Implications:
The results of the CONNECT initiative underscore the importance of tailored communication strategies in enhancing patient satisfaction, trust, and care outcomes, with the potential for widespread adoption across other healthcare settings.
Affiliations
Aurora Medical Center Kenosha