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Orthop Nurs. 2008 Jul-Aug;27(4):233-40; quiz 241-2. doi: 10.1097/01.NOR.0000330305.45361.45.

Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.

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Inova Fair Oaks Hospital, Fairfax, VA, USA.


Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated.

[Indexed for MEDLINE]

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