Management Overnight Stay at NWH

1

Darol Bates, MA

Director, Office of Patient and Family Advocacy

2

ABOUT NWH(45 minutes North of New York City)

245 bed community Hospitalin Mount Kisco, New York

• Emergency Services (30,051 visits)

• Medical Surgical (9,790 admissions)

• Observation Patients (1,264)

• Med Surg Critical Care & Level III NICU

• Obstetrics – Pediatrics (1,621 deliveries)

• Complex Surgery (10,000 surgeries)

• Behavioral Health Unit (15 beds/347 admits)

• Comprehensive Cancer Center

• Transitional Care Unit (12 beds)

• The Ken Hamilton Caregiver Center

NWH

Patient-Centered Care

“Providing care that is respectful of and responsive to individual patient preferences, needs, and values and ensuring that patient

values guide all clinical decisions” (Institute of Medicine, 2001, Crossing the Quality Chasm)

4

NWH Approach to Patient-Centered Care

5

75.2

80.0 80.1 80.5

83.1

84.6

81.1

86.286.8 86.7 87.1

86.3 85.8

70

75

80

85

902006

2007

2008

2009

2010

2011

2012

2013

2014

2015

2016

2017

2018

Perc

ent R

ecom

men

d Ho

spita

l Def

inite

ly Y

esPatient Experience - HCAHPS Recommend Hospital

Patients Discharged 2006 - 2018

200655th Percentile

2018 YTD92nd Percentile

201791st

Percentile

201693rd

Percentile

It’s a long journey!!!!

6

92nd-95th Percentile 99th Percentile

ALWAYSEXCELLENT

And the Journey Never Ends….

7

Creating and Sustaining a Patient-Centered Culture

• Staff Recruitment/Healthcare Auditions

• Planetree Retreats - Culture of Care

• Management Overnight Stay

• Senior Leader Patient Rounds

• Patient & Family Partnership Council

• Patient Partners on Committees & Teams

• High Expectations and Recognition

Management Overnight - Program Goals

• Cultivate empathy for the patient and family perspective• Appreciate the staff roles and teamwork• Improve the patient experience through direct experience• Foster enhanced management communication & visibility • Evaluate operational process consistency• Experience noise, food and other environmental factors

8

How does it work?• Each manager MUST complete at

least one management overnight stay

• Managers randomly paired in teams (clinical/non-clinical manager)

• Teams assigned a specific month to complete their stay

• Complete MO Evaluations and AM Debrief with report out to senior leadership, Planetree Steering and PFAC

9

Management Overnight-Supplies

10

Management Overnight Materials

11

Month Day, Year 12

Management Overnight Feedback

“Overall I thought the experience was good. The food was tasty and appealing. The room was clean and the staff

helpful.”

13

New patient linens New patient toothpaste/amenitiesMore variety of food available to patients and visitors after the kitchen closesNew sleeper chairs Noisy carts and equipment repaired/replacedIncreased on the spot recognition of staff Ceiling tiles, furniture, signage replacedCafeteria Options Improved

Improvements Made from Feedback115 NWH Managers Have Participated!

Improvements Made From Feedback

14

15

Management Overnight - Lessons LearnedThe power of pairing a clinical with a non clinical leader

HCAHPS survey completion-not every question is relevant but many managers didn't know the questions

Structure a lighter schedule-less time shadowing staff and more time allowed to just be

Educate the staff on the purpose of the program so their behavior and treatment is no different

Mix it up a little bit

Recognition is powerful!

Management Overnight – Have Fun!

16

17

Contact us for more information

Department of Patient and Family AdvocacyNorthern Westchester Hospital

Mount Kisco, New York

Darol Bates, Directordbates1@northwell.edu

914-666-1966

http://nwhc.net/for-patients-and-visitors/patient-advocacy