Creating Connections to Support an Improved Patient Experience (101)

Monday, September 13, 2021

1:45 PM – 2:45 PM CDT

CE: 1

NCC Codes:
RNC-NIC: 4
NNP-BC: 5
RNC-LRN: 5

Main Presenter(s)

Elizabeth Quigley, MSN, RN, NEA-BC

Clinical Director
Penn Medicine
Plymouth Meeting, Pennsylvania, United States

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Slides Handouts

Co-Author(s)

AS

Ann Schwoebel, MSN, RNC-ICN

Clinical Nurse Education Specialist-Retired
Pennsylvania Hospital
PHILADELPHIA, PA, Pennsylvania, United States

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.
Katie Farrell, MSN, RN

Nursing Professional Practice Consultant
Penn Medicine- Pennsylvania Hospital
Lansdale, Pennsylvania, United States

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.
Lindsay Kirker, RN, MSN, RNC-NIC

Assistant Nurse Manager
Penn Medicine - Pennsylvania Hospital
Philadelphia, Pennsylvania, United States

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.
SH

Stephanie Hollister, BSN, RN

Nurse Manager Behavioral Health
Pennsylvania Hospital
churchville, Pennsylvania, United States

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.
Annelies Wood, MSN, RNC, WHNP-BC

Clinical Nurse
Pennsylvania Hospital
Warminster, Pennsylvania, United States

Disclosure: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Participants should be aware of the following financial/non-financial relationships:

Elizabeth Quigley, MSN, RN, NEA-BC: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Ann Schwoebel, MSN, RNC-ICN: Disclosure information not submitted.

Katie Farrell, MSN, RN: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Lindsay Kirker, RN, MSN, RNC-NIC: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Stephanie Hollister, BSN, RN: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Annelies Wood, MSN, RNC, WHNP-BC: I do not have any relevant financial / non-financial relationships with any proprietary interests.

Hospitals are focused on improving patient experience by delivering patient-centered care that is supported by consistent communication. Patient experience scores have become increasingly important as these scores are publicly reportable and tied to financial reimbursement. One ICN has demonstrated improvements in patient experience outcomes through the implementation of a comprehensive communication bundle including the creation of an innovative, targeted, daily nurse-generated update.

Learning Objectives:

At the conclusion of this presentation, the learner will be able to:

Identify the impact that patient satisfaction scores can have on hospitals.
Describe effective methods for identifying the greatest areas of opportunity for quality improvement efforts.
Describe communication interventions that can lead to an increase in the patent satisfaction scores.
Summarize the interventions that were developed to improve the patient experience related to communication.