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             patient satisfaction and patient safety.BY: Rosalina Butao, RN, MSN; Lou Jean Reyes, MSN, RNC; Beppina Azrak, MSM, RN; Janine Balkin, IBCLC, RN; Frances de Jesus, RN, BSN; Lisa Listowsky, RN, BSN and Ruth Laine, RN 
BACKGROUND:
          With the goal of improving patient satisfaction in a Mother baby Unit (MBU), a voluntary team of nurses, called “Raising the Bar Team” (RTBT) was formed. After the team analyzed the last 2 QTR Press Ganey Patient Satisfaction result of the unit, a review of the literature was conducted on handoff bedside shift reporting, using keywords and involving patients in the process.

According to literatures bedside shift reporting results to: patient involvement and empowerment , patients recognized that their participation improves patient safety , increases rapport between nurse and patients (Kelly, 2005) and reassures patients that the nurses work as a team, everyone on the same page (Anderson & Mangino, 2006).  On an organizational level, bedside shift reporting, solidifies compliance to the TJC 2009 National patient safety Goals: improve the accuracy of patient identification, improve communication among care givers and encourage patient‘s active involvement in their own care (TJC, 2009). Furthermore, evidence suggests that patients actively involved in their care are more satisfied (Anderson & Mangino, 2006).

Evidence also shows that using keywords increases satisfaction scores (Same Day Surgery, 2004).

PURPOSE: To determine whether taking nursing shift report to the bedside, using keywords and involving the patient in the process will improve patient satisfaction and patient safety.

Question: Does bedside shift reporting using key words and involving patient in the process improve patient satisfaction and patient safety in a MBU?METHODS:

1.      Formed a voluntary team, called “RTBT” composed of nurses in the postpartum unit. The purpose of which to create a simple Hand off process based on literature search and practical ideas to improve patient satisfaction and patient safety.

2.      Literature Search was done to see EBP recommendations that support the implementation of the practice change. Consulted stake holders that had experience with bedside shift reporting.

3.      Obtained and analyzed the last 2 QTR Press Ganey Patient satisfaction result of the unit.

4.      The team created guidelines for bedside shift reporting including keywords to be used. Staff education/training for more than 2 weeks conducted on the new process of bedside shift reporting, using keywords and involving patient in the process.

5.      Implemented the change in process from station shift reporting to bedside shift reporting using keywords and involving patient on April1st.

FINDINGS: Bedside shift reporting using keywords and involving the patient in the process became a standard of practice in the mother baby unit of South Miami Hospital. Positive responses from patients and nurses were gathered post implementation however; non compliance of the process from a few nurses presented a challenge. Unit leadership played a significant role in encouraging staff compliance.