Grass Roots QI
Clinical care consistently ranked high with patients at Brockton (MA) Hospital, but the overall room ranking was in the 33rd percentile on Press, Ganey Associates of South Bend, IN, (www.pressganey.com) satisfaction ratings. "Our maintenance director took the low room ratings very personally," notes Carol Martin, RN, BSB, director of Cardiopulmonary/ Rehabilitation Services. Undaunted by the challenges of an aged facility, Martin and the maintenance staff launched "Operation Comfort Zone." Within seven months, room ratings jumped to the 83rd percentile.
- IMPROVEMENT OPPORTUNITY
At this 288-bed private, not-for-profit teaching facility, room temperatures are often too high or too low. Air conditioners and other well-worn equipment frequently break down.
- Solutions
Five maintenance associates make daily rounds on patients within 24 hours of admission. This involves 20 to 60 visits a day. They check on the accommodations, fixing problems in real time. Typical comfort responses:
• extra blankets or fan;
• quick lessons on operation of bed controls, lights, call button, and TV;
• repairs of squeaky wheels, dead light bulbs and TVs.
Maintenance staff look for additional ways to serve patients, such as helping their visitors find the hospital’s amenities, refilling the water pitcher, and routinely asking "Is there anything I can get for you before I leave?"
- RESULTS
• Nursing staff let go of their initial resistance as satisfaction scores climbed and patients made fewer nonclinical requests.
• Maintenance staff actually have less work because they attend to minor problems before they get out of hand.
• Patients cast their votes through higher room satisfaction scores. They often mention the maintenance associates by name or make comments such as "Even the maintenance man asked if everything is OK!"
- Keys to success
• Top management demonstrates a deep commitment to customer service.
• Nursing staff enthusiastically accepts "Operation Comfort Zone."
- Contact
Carol Martin, Director of Cardiopulmonary/ Rehabilitation Services, Brockton Hospital, 680 Centre St., Brockton, MA 02402-3395. Web site: www.Brockton Hospital.com. Telephone: (508) 941-7231.
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