Implementation of Nurse Handoff Report at patient bedside to Improve Patient Communication Satisfaction



Implementation of Nurse Handoff Report at patient bedside to Improve Patient Communication Satisfaction

Abstract

Kettering Health Network is a nonprofit, community network hospital located in Kettering, Ohio. The hospital is part of Kettering Health Network and cares for patients of all ages and illnesses. Patient Communication Satisfaction scores are important to the organization as reimbursements for health care services will be determined based on the hospitals scores. The domain of particular concern is responsiveness of hospital staff because the inpatient units continue to receive a low patient communication satisfaction score in this area. This paper identifies the problem, how important the problem is to the hospital and the network, the solution to be implemented and how the outcome will be measured and monitored. Data will be collected as a baseline from Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), to determine the starting point prior to implementation of nurse handoff report at patient bedside, and to have a valid data collection tool to measure results (Kettering Health Network, 2012). Multiple research studies have been completed on the implementation of nurse handoff report at patient bedside and the results are discussed. Most of the studies demonstrate a positive improvement in patient communication satisfaction and others noted a decrease in patient falls, but verbal responses from patients and family members indicate a perceived improvement in patient communication satisfaction. Kotter's Theory of Change is discussed and chosen to implement the nurse handoff report at patient bedside. The final part discusses the effects on the organization relating to financial and people resources and what criteria will be used to determine the continuation of the plan, discontinuation, or revision of the plan based on outcome data.

Section A: Problem Identification

Problem

Nurse-to-nurse beside handoff allows the oncoming nurse to visualize the patient and ask questions of the previous nurse. It encourages patients to be involved actively in their care and allows standardized communication between nursing shifts.

Patient handoff between nurses at shift change has been an important process in clinical nursing practice, allowing nurses to exchange necessary patient information to ensure continuity of care and patient safety. Bedside handoff allows the patient the ability to contribute to his or her plan of care. It also allows the oncoming nurse an opportunity to visualize the patient and ask questions. This is critical in meeting the Joint Commission's 2009 National Patient Safety Goals. It encourages patients to be involved actively in their care and it implements standardized handoff communication between nursing shifts. Bedside handoff promotes patient safety and allows an opportunity for patients to correct misconceptions.

Objective of the Project

The purpose of this grounded theory study was to examine nurses' interactions in the clinical setting, in interpersonal relationships, and in handoff practices and to understand how these interactions influence the effectiveness of intershift handoffs for safer continuity of care in two medical-surgical units in an urban hospital.

The study's specific aims were (a) to describe the clinical environment during handoffs, (b) ...