Glenwood Regional Medical Center
West Monroe, LA
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We have had a wonderful experience with Skylight especially was we were able to enhance the nursing workflow and get our patients more engaged. The percentage increase was just phenomenal. There was lots of celebrating going on." |
Situation
Glenwood Regional Medical Center, a 237 bed hospital in West Monroe, LA, was experiencing poor HCAHPS scores for nurse communication in a certain unit.
The lowest scoring unit in the hospital was a 30 bed medical surgical unit with a somewhat negative perception both internally and externally.
Strategy
A goal was developed to increase HCAHPS scores by incorporating increased Skylight utilization among nurses into their standard workflow.
Guidelines for a pilot study were developed by a special team which decided to focus on the initiative solely on the unit. Nurses on the unit were oriented to the Skylight system and briefed on simple, effective ways to engage patients both on their admission and throughout their hospital stay.
Approach
The utilization trial guidelines developed by the implementation team required nurses to seamlessly incorporate three Skylight-related tasks into their workflow.
- When new patients were first brought to their room, a nurse would invite them to use Skylight’s interactive patient care system and then play a room orientation video. During first rounding, the nurse would follow up and ask the patient if there were any questions about the interactive patient care technology system.
- Together with the patient, nurses accessed the patient’s personalized health dashboard would select and play two health education videos related to the patient’s condition.
- Special ticker messages were pushed to the patient’s TV screen twice daily, once at 11:45 AM and again at 5:45 PM. These would ask the patient if there were any questions about medication. This message read "If you have any questions regarding the side effects of your medications please contact your nurse." Nurses, in turn, would follow up.
Results
The HCAHPS score for Communication with Nurses moved from the 14th to the 95th percentile in four months (90% top box). Along with this improvement, the HCAHPS top box percentage improvement for Communication on Medications soared to the 95th percentile (96% top box).
The once poorly perceived reputation of Unit 3N was reversed.
Results were extensively communicated within the hospital. A recognition program which provided awards for nurses helped drive a culture change at Glenwood, which has resulted in an expansion in the usage of Skylight to address additional HCAHPS issues.
Hospital Description
Glenwood Regional Medical Center is a 237-bed facility in West Monroe, Louisiana, offering comprehensive healthcare services, including emergency care, heart care, advanced surgical procedures, diagnostic imaging, maternity care, and rehabilitation services.