Children's Hospitals Today - Winter 2022 - 28

FEATURE / FAMILY ENGAGEMENT
100%
100%
88%
BY THE NUMBERS
Hitting high scores
Since implementing service
rounds, patient satisfaction
survey respondents consistently
score staff teamwork at the
highest rating. Here's the
percentage of respondents who
indicated teamwork was " very
good. " In 2020, several factors
from the pandemic may have
influenced these metrics.
71%
60%
50%
83%
70%
87% 85%
71%
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
attention, the benefit is that the team
can recognize the importance to the
issue-no matter how big or small-
as it is perceived by the patient and
family. This indicates an equal commitment
to patient care as well as a
commitment to patient and family
satisfaction. In addition, the follow
through of a plan to address a concern
provides reinforcement of the team's
commitment and serves as a basis of
trust building with the family while
improving satisfaction.
Expanding the concept
Service rounds have been expanded
at the hospital to include other services
and units. Service rounds are
now facilitated weekly on most of the
pediatric inpatient units as well as in
the pediatric intensive care unit. Each
inpatient unit has a similar team that
consist of the unit's nursing management,
the unit-based social worker,
and, on some units, a child life specialist.
This team meets with all families
on the unit who are present on a set
day each week.
While the hospital has conducted
service rounds for several years now,
and the program has expanded to
28
other units, some challenges persist.
These include staff turnover and the
need for constant re-education, and
juggling parent and staff availability.
To evaluate the effectiveness of
service rounds, the patient satisfaction
survey the hospital uses has
provided some metrics. For example,
one question on the survey asks how
well the staff worked together. The
results, which indicate a " very good "
response, show patient responses and
an upward trend line since service
rounds were initiated. While this survey
question does not directly mention
service rounds, it helps support
the continued use of this approach.
As the hospital continues with
service rounds, it will be helpful to
further refine the metrics for ongoing
improvement. Perhaps the best
indicator of success has been the
feedback from patients and families.
Many have said just being asked for
their input and what can be done
to improve their care is helpful and
appreciated. Families have also said
they value team members taking the
extra time to meet on a regular basis.
The health care environment
continues to stretch and flex with
changing focuses of care. As hospital
initiatives change, the service rounds
approach allows for the flexibility
to incorporate new initiatives into
scheduled patient and family meetings.
This may include the onset of discharge
planning as soon as possible to
meet length-of-stay initiatives or the
explanation or reiteration of unit visitor
guidelines during the pandemic.
The stability of service rounds is
inherently dependent on the commitment
of the staff who facilitate
these rounds. Their commitment to
the required follow through is vital
to yielding ongoing benefits. As the
hospital continues to focus on patient
satisfaction, this proactive service
approach can continue to serve as
a model of multidisciplinary health
care in hospital settings.
John Werner, LMSW, is pediatric
social work supervisor, and Janine
Petitgout, DNP, ARNP, is director
of pediatric care coordination at
University of Iowa Stead Family
Children's Hospital in Iowa City.
Send questions or comments to
magazine@childrenshospitals.org.
CHILDREN'S HOSPITALS TODAY Winter 2022
Children's Hospitals Today - Winter 2022

Table of Contents for the Digital Edition of Children's Hospitals Today - Winter 2022
