Consistent Dialogue Fosters Patient Connection
A Service Excellence initiative that began on Connors Center-8 is enhancing the communication between nurses and patients and improving patient satisfaction.
The idea of a “meet and greet” program originated from a creative exercise conducted by the OB Care Improvement Team. “The goal is to enhance skill in patient and staff connection during each encounter,” said Dorothy Goulart, MS, RN, director of Performance Improvement in the Center for Clinical Excellence (CCE).
To achieve that goal, CCE staff and nurses on Connors Center-8 developed training sessions that, among other concepts, highlighted photographer Yousuf Karsh's approach to connecting with the persons that he photographed. Nurses practiced these communication techniques, such as maintaining eye contact, smiling and speaking slowly and clearly, to create a similar connection with patients.
A “meet and greet” script facilitates making an initial connection with patients at the beginning of each shift. Structured to support nurses in this effort, the script includes introducing themselves to the patient, telling the patient how long they will be caring for them, asking if the patient needs anything and ending with a positive note. Nurses use another structured script with patients one hour before the end of their shifts.
“We have gotten lots of positive feedback from patients in the last month,” said Nurse Manager Julianne Mazzawi, RN.
It may take less than 30 seconds for a nurse to go through the dialogue, but it is effective for patients. According to Mazzawi, they remember that a nurse introduced himself or herself and that initial contact helps them feel more involved in their care and comfortable asking questions and offering important information when needed.
The program is working well and is planned to expand to a training program for patient care assistants, unit associates, unit coordinators and patient transport staff, said Mazzawi and Mary Foxon, clinical nurse educator for Connors Center-8.