Leader Rounding for improved patient satisfaction
Paula Anton, MS, RN, CRRN, ACNS-BC, Michelle Fernamberg, BSN, MHA, RN, CRRN,
Lisa Danielson, BA, RN, CRRN, Patti Wisniewski, ADN, RN, CRRN
6A Acute Rehabilitation Nursing, University of Michigan, Ann Arbor, MI
Purpose
Methods
Conclusion / Implications
Leader Rounding allows the manager and clinical leaders to
connect and build relationships with patients, mentor staff,
assess employee performance, build staff morale, remove
barriers to providing care, solve problems as close to onset
as possible, and is known to improve outcomes. The
purpose of this project is to demonstrate the impact of a
systematic approach to Leader Rounding on the
environment of care of the Acute Rehabilitation Unit at
University of Michigan Hospital.
Using a systematic process, daily rounds on patients were
conducted by the leadership team on the unit, including the
Manager, Clinical Nurse Specialist and Charge Nurses. A
standard form was used. Patient concerns were addressed
close to the onset. Continuous feedback was provided to
staff on how patients perceive the care they receive.
Praise from patients and recognition from upper
management for individual nurses’ care was motivation for
staff who desired the same kind of recognition for their
efforts.
Management commitment and engagement in the process is
the key to success.
Lessons learned for future work in this area include:
• Provide continuous feedback to staff
• Commit resources to get the work done.
• Maintain swift response to patient concerns.
• Continue to measure and monitor patient satisfaction and
analyze results for opportunities for improvement
• Stay the course—it requires effort and commitment to
always get the rounds completed, but the rewards are
great.
Background
In the onboarding process of a new manager on 6A, it
became evident that patients needed increased contact with
unit leadership. Complaints were common, and a great deal
of time was spent in addressing the issues. Patient
satisfaction scores supported these first impressions. Leader
Rounds is well known as a best practice used to make
improvements in patient satisfaction, though most of the
1,
3,
evidence comes from studies done in Emergency Rooms.
Results
Steady improvement in patient satisfaction over time.
4, 5
Leader rounds improve outcomes by supporting leaders to:
• Build relationships
• Listen to customers
• Be accessible and role model behaviors
• Learn what works
• Address concerns efficiently
• Recognize staff
• Work with customer to find opportunities for
improvement 2
Additional anecdotal improvements:
Patients began to develop relationships with unit leaders.
Staff expressed appreciation for the recognition they received
References
1. Baker, SJ. (2010). Rounding for outcomes: an evidence-based tool to
improve nurse retention, patient safety, and quality of care. Journal
of Emergency Nursing, 36(2), 162-4.
2. Hotko, B., (2009) Rounding for outcomes: How to increase employee
retention and drive higher patient satisfaction. Studer Group
Newsletter, 1 (1). Downloaded 7/1/2011.
3. Meade, C., Bursell, A., & Ketelsen, L. (2006). Effects of nursing rounds
on patients’ call light use, satisfaction, and safety. American Journal
of Nursing, 106(9), 58-70.
4. Meade, CM., Kennedy, J., & Kaplan, J. (2010). The effects of
emergency department staff rounding on patient safety and
satisfaction. Journal of Emergency Medicone, 38(5), 666-74.
5. Studer, Q. 2003. Hardwiring Excellence. (pp. 148-153) Gulf Breeze, FL:
Fire Starter Publishing