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Communication Goes a Long Way
Member satisfaction increased once folks on the pediatrics unit began a campaign to improve communication with each other.
Details
Why This Matters
- A happy staff is a productive staff and better serves the members.
Test of Change
- Having short, informal but frequent meetings
The Key to Great Service: Call and Response
Service scores shot up when this oncology team paired a nurse with a buddy to help with patient response.
Details
Why This Matters
- Responding to a patient’s needs is central to their care.
Test of Change
- Pairing with a buddy can shorten patient response times
Always Answer the Phone
This oncology department's service scores went up when it corrected wrong numbers, added voice mail and made other improvements.
Details
Why This Matters
- Providing the best service to our patients and members means being there for them.
Test of Change
- Providing correct phone numbers is a good first step
Be Quiet. Respect Nap Time
When this mother/baby unit instituted a regular nap time, moms got more rest and the success for breastfeeding increased.
Details
Why This Matters
- Nap times help reduce the number of requests for respite care.
Test of Change
- Created an afternoon nap time, and communicated to staff and family about this quiet period