Sunday, September 22, 2013

Contra Costa Regional Medical Center Welcomes You. Update on new Welcoming Policy- initial results and improvements

I wanted to provide a quick update on our CCRMC Welcoming efforts. This update covers Tuesday- Friday at noon.

We started on September 17, 2013 at 8:30pm. Our first night we welcomed 13 family members/care partners (and a pizza delivery person who brought pizza to a hungry family member). The second night we welcomed 18 family members/care partners and the third night we welcomed 15.
That totals of 46 family members/care partners that had the opportunity to participate in the care of their loved one. It also means that we at CCRMC had 46 opportunities to learn from family members and loved ones about how improve the care we deliver and how to improve our Welcoming Policy.

Each night the team learned, modified and improved the steps of the process to better support the family members/care partners. Most of the challenges faced by the testing team on the first night were related to logistics of the process - small details really matter! For example, we had some challenges with language barriers. We have modified our signs and are testing use of the health care interpreter video machines (HCIN) at check in. Timely updates are given to the Nurse Program Managers who have been present at night to support the staff and address any concerns they may have. The manager for Admission and Registration also worked on the night shift to support the staff. The security staff have been fully engaged and critical in the implementation as well. We have conducted huddles daily to support rapid improvements of our process and support the staff and our community in this exciting change.

I want to recognize and thank the staff and Patient and Family Partners for creating and implementing this important change in our hospital and health centers.
More very soon,

The patient, family, and staff responses have been very positive. I have attached some of the feedback below.
Nurses feedback
Patient/family feedback
4B -MedSurg
·        This was helpful because patient had major surgery was it supportive for mother to stay. 
·        It was very helpful.
4B  -MedSurg
·        It was helpful .  Patient and family slept all night.
·        It was helpful and supportive.
·        It was helpful
4B -MedSurg
·        Nurses were ready , had the sleep-chair ready at the bed side;
·        no challenges;
·        deputy was informed when family left
·        very pleased, one of the pt states “very comforting to open my eyes and see her here, thank you”
·        another family states “ I am just glad that I don’t have to park my car and walk all over to the ED, because the new building took the parking, I am not staying all night, but thank you for opening the front door”
4C  - Behavioral Health
All family left at 8pm, they were aware of the program
4A  - Telemetry
·        Appreciated seeing brother so late (0200)
4A - Telemetry
ICU  - Critical Care
No challenges
·        The family has been sleeping
IMCU  - Critical Care Step down
Had the sleep-chair ready; No challenges
·        New admit from ED


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