Abstract
Introduction
Studies show that nurse rounding is an effective means to increase patient satisfaction
and quality of care and decrease patient-safety events. There is evidence to support
that daily leader rounding improves patients’ hospital experience as well. Patients'
experience increased confidence in their care providers, and leaders are able to address
service concerns proactively. Furthermore, recent studies have addressed patient satisfaction
in the ED setting as having an impact on patients’ perceptions of the health care
institution as a whole. Our objective was to demonstrate the effect of hourly nursing
rounds and daily leader rounds on the ED patient experience.
Methods
We used a pre- and postintervention evaluation of Hospital Consumer Assessment of
Healthcare Providers and Services (HCAHPS) survey scores. Two groups of stakeholders
developed standard work for rounding. The leader group and the bedside nursing care
groups used the evidence cited in this article to create their standard processes.
Results
During the 2-month pilot period, patient experience scores—as measured by 5 survey
questions—all improved. Results will continue to be tracked monthly and reported to
all stakeholders in real time to help hardwire the process change.
Discussion
Through collaboration and a participative approach, nurses and leaders used the current
evidence from scholarly nursing literature as well as Lewin’s theory of change to
guide a successful approach to rounding and improving patients’ experiences when receiving
emergency care.
Key words
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Biography
Susan McFarlan is Assistant Professor, Webster University, St. Louis, MO.
Biography
Danielle O’Brien is Team Leader, 3E, Medicine/Oncology, St. Mary’s Hospital, St. Louis, MO.
Biography
Eryn Simmons is Heart Transplant Coordinator at Barnes Jewish Hospital, St. Louis, MO.
Article info
Publication history
Published online: December 24, 2018
Footnotes
Earn Up to 8.0 Hours. See page 232.
Identification
Copyright
© 2018 Emergency Nurses Association. Published by Elsevier Inc. All rights reserved.
