Leader Rounding, Service Recovery, and Postdischarge Initiatives

presented by Aloma (Cookie) Gender, MSN, RN, CRRN-R

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Financial: Aloma (Cookie) Gender receives compensation from MedBridge for this course. There is no financial interest beyond the production of this course.

Non-Financial: Aloma (Cookie) Gender has no competing non-financial interests or relationships with regard to the content presented in this course.

Satisfactory completion requirements: All disciplines must complete learning assessments to be awarded credit, no minimum score required unless otherwise specified within the course.

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Video Runtime: 34 Minutes; Learning Assessment Time: 23 Minutes

Hourly rounding and bedside shift reporting are two initiatives that improve outcomes in health care. However, there are other strategies that can also improve patient outcomes and increase patient and staff satisfaction. The importance of activities such as nurse leader daily rounding on patients and administrative rounding on all new admissions will be discussed. Two types of interdisciplinary rounding on patients will be presented. The importance of regular rounding on staff to ensure satisfaction and retention as well as to improve systems and processes for patient safety will be discussed. Ways to involve nonclinical staff in patient satisfaction initiatives and service recovery systems will also be presented. Day-of-discharge celebrations, thank you notes, and discharge phone calls all help to leave a lasting positive impression for patient and families regarding their hospital stay. This course is appropriate for the leaders of nursing, PT, OT, speech-language pathology, and administrative leaders working in any inpatient setting, but particularly targets those in acute rehab and acute care settings. This course would also be appropriate for SNF and LTC settings.

Meet Your Instructor

Aloma (Cookie) Gender, MSN, RN, CRRN-R

Aloma (Cookie) Gender, RN, MSN, CRRN-R, is an administrator and nurse executive with more than 40 years of experience in creative leadership at rehabilitation health care facilities. She has a demonstrated track record of delivering quality, cost-effective nursing and clinical care through competencies in strategic analysis, problem-solving, decision-making, teaching, performance improvement, audit tool development, and…

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1. Leader Rounding on Patients/Staff and Interdisciplinary Rounding With Patients

Rehab, SNF, LTC, and acute care leaders need to apply other rounding initiatives that can improve patient outcomes as well as patient and staff satisfaction. This chapter will describe supervisor and administrator rounding on patients, interdisciplinary rounding with patients, and leader rounding on staff.

2. Involving Nonclinical Staff in Patient Satisfaction Initiatives and Service Recovery Programs

Leaders need to consider involving all hospital or unit departments, not just clinical departments, in patient satisfaction initiatives. This chapter will present examples of behavioral changes that other departments can incorporate to improve patient satisfaction scores. An example of a service recovery program will also be presented.

3. Postdischarge Initiatives

Hospital leaders and staff should strive to make a positive impression on patients and their family members on discharge and postdischarge so they will have an encouraging experience to tell about their services. This chapter will describe some discharge and postdischarge initiatives that can help with this endeavor.