Improving the Patient Experience

Angelique Richard, PhD, RN, CENP, Kristen Gast, MBA, MSN, RN, Phil Shaw, MEM, CSSBB

In Fiscal Year 2020, nurse leaders at Rush University Medical Center (RUMC) continued to optimize the Purposeful Nurse Leader Rounding process and improve the quality of the rounds. Purposeful Nurse Leader Rounding is a process in which a nurse leader meets with a patient and/or their caregiver to discuss their experience as a patient on an inpatient unit.

Research has shown that patient rounds performed by nurse leaders can improve patient safety, quality and experience. This is a key initiative for improving the Rush patient experience as measured by performance on the HCAHPS Rate the Hospital question.

The Purposeful Nurse Leader Rounding process is an intervention that impacts the patient experience and nurse communication, which is a key initiative of the Rush Nursing Strategic Plan.

Angelique Richard, our Chief Nursing Officer, was instrumental in leading this project by messaging the importance of improving the patient experience related to nursing.

This driver looks at whether or not nurses treat patients with courtesy and respect, carefully listening to them, and explanations are made in a way that they understand.

RUMC’s goal for the Purposeful Nurse Leader Rounding process is for 60% of inpatient admissions to receive a nurse leader round at least once during their stay.

Focus groups were held in September 2019 with nurse leaders from various inpatient units to learn about their experiences with rounding. In November 2019, a rapid improvement event was held to share best practices for rounding and updated standard work based on nurse leader input. In addition, sessions with nurse leader representatives occurred in the simulation lab using the updated standard work, which was rolled out to the rest of the inpatient units.

For the period beginning July 2019 through October 2019, Rush nursing leaders rounded on 54% of admissions, with HCAHPS Nurse Communication in the 68th national percentile and Rate the Hospital Performance in the 79th national percentile.

For the period beginning July 2019 through October 2019, Rush nursing leaders rounded on 54% of admissions, with HCAHPS Nurse Communication in the 68th national percentile and Rate the Hospital Performance in the 79th national percentile.

NLR graph