The quality improvement plan that has already been implemented into Thomasville medical center consisted of the ICU Unit Continuous Improvement Committee (UCIC) defined a specific time that ICU staff would communicate with patient’s support person and a specific time that the support person could expect the update on the patient’s progress and plan of care. The emergency contact sheet was updated with a script for the RN to read to patient and family to educate them on this process. All the staffs were educated in shift huddles and staff meetings. Individual and group discussion were facilitated to role model these conversation with family members. Continuous Monitoring of customer service scores were crucial. Another important element was to monitor compliance by documentation in the charts as well as observations. …show more content…
This phone call would happen on each shift between six and seven o’clock. All questions would be addressed at this time regarding the patients overall health condition. Other family members/support people would then be instructed to contact the first emergency contact for an update on the patient’s condition, progress and plan of care which would cause fewer calls to the hospital with questions regarding their loved one health status and increase patient satisfaction due to consistent communication. Other interventions that the hospital could implement along with the plan already in use would be to design a script for the staff nurses to use when they are making their phone calls in order to ensure consistency among the staff and effective phone calls. If the nurses have guidelines to obey by it will cause less controversy over if the family member received the appropriate amount of information to be satisfied. Creating a reminder sign inside the patient’s room by the light switch that reminds the provider to do hourly rounding, make phone call, bedside reporting, and sit down with patient to allow time for communication (Personal communications,