“ROUNDING” ON
PATIENTS AND STAFF
Emergency Department
ROYAL NORTH SHORE
HOSPITAL
ROUNDING
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WHAT IS “ROUNDING”?
WHY DO IT?
STAFF ROUNDING
PATIENT ROUNDING
RESULTS
POSITIVES/PITFALLS
Rounding
“Method of gathering information in a
structured way about what people want and
need in order to be happy and productive”
(Studer 2004)
Why use Rounding?
• Efficient system that yields maximum return on
investment
• Meaningful
• Proactive not reactive
• Gets a handle on problems before they occur
• Reinforces positive behaviours
(Studer 2004)
STAFF ROUNDING
What do your employees want from
you?
1. A manager who cares about staff and values
them
2. Systems that work and the tools and equipment
to do the job
3. Opportunities for professional development
4. To be recognized and rewarded for doing a
good job
5. Not to work with low performers
(Studer 2004)
THE PROCESS…..
¾ Medical, nursing & clerical staff involved
¾ Managers assigned specific staff to “round on”
¾ Individual “rounding” to occur at least once
every three months
¾ “tick-box” documentation/logs
¾ Traffic lights/feedback & communication
¾ Rewards/ “employee of the month”/thank you
notes
ROUNDING on STAFF
Name_____________________
___ Clerical/Nursing/Medical (please circle)
STAFF MEMBER/DATE
Relationship
Learning/
Personal
Connection
What has
been going
well
recently?
Do you have
the tools and
equipment
needed to do
your job well?
Anyone you
want me to
recognise or
reward?
Which systems
are not working
well?
Ideas to fix?
Coaching:
AIDET
Staff Rounding “Stop Light” Report
PENDING
FUTURE
ACCOMPLISHED
ITEM/PROCESS
DATE
ITEM/PROCESS
DATE
ITEM/PROCESS
DATE
REWARDS/RECOGNITION
• NEVER LET GREAT WORK GO
UNNOTICED!
• REINFORCES POSITIVE BEHAVIOUR
• CREATES ROLE MODELS FOR OTHER STAFF
• SHOWS STAFF THEY CAN MAKE A
DIFFERENCE
• PERSONAL AND PUBLIC REWARDS
(Studer 2004)
THANK YOU NOTES
¾ Useful tool to link managers and staff together
¾ People like specific feedback
¾ Personal
¾ Handwritten
¾ Sent to home address
¾ Positive reinforcement of a good job well done
PATIENT ROUNDING
Why round on your patients?
¾ Sets standards of care in the ED
¾ Sets expectations with patients and staff
¾ Opens dialogue to alleviate any issues as they
may arise
¾ Improves patient satisfaction at point of care
¾ Useful audit tool for AIDET
THE PROCESS……
• Aim for 60 patients per week
• Cover all shifts
• Ideally target patients as they are leaving the
department
• “tick box” documentation/logs
• Results/feedback
Rounding Outcomes for Patients
PATIENT RESULTS
STAFF RESULTS
PITFALLS
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STAFF MORALE
BUY IN
PATIENT LOAD/WORKFLOWS
TIME
SUSTAINABILITY
POSITIVES
• PUBLICLY SHOWED THAT WE HAD GOOD
PATIENT SATISFACTION
• GREAT PERFORMANCE MEASUREMENT
TOOL
• REINFORCED PATIENT FOCUSED CARE
• IMPROVED STAFF MORALE LONGTERM
• BUILT TRUST WITHIN THE TEAM
• PROVIDED INCREASED COHESION AND
COMMUNICATION WITHIN MULTIDISCIPLINARY TEAM
IN CONCLUSION….
“Consistent, effective leader rounding creates
wins for all. A disciplined culture of leader
rounding enables organisations to capture
unique opportunities, collect and communicate
the wins and to recognise and reward staff. As
well as driving operational excellence, patients
benefit from better care and better service”
(Studer 2004)