How did one unit achieve 71% improvement in patient satisfaction?
When leadership on a Richmond Hospital Unit received a complaint from the daughter of a patient who had recently passed away, it wasn’t easy to hear. The daughter wanted staff to be more engaged and proactive in her mother’s care.
The manager and professional practice leader had an open and honest discussion with the daughter who voiced her concerns and made suggestions for areas of improvement. At the same time the unit adopted Releasing Time to Care (RT2C), a quality program, which became a vehicle to make improvements on the unit.
Using the RT2C model, staff began collecting data on falls and found ways to reduce them. They also introduced new standards for mobilization, catheter care to prevent urinary tract infections and oral care to prevent pneumonia.
The daughter attended a team huddle one year later where she could observe all the changes that had been made. At the visit she said, “The minute I walked on the floor, I felt the atmosphere had completely changed since I was here last. I could see the improvement in team morale.”
The data speaks for itself
The unit achieved a 71% improvement in patient satisfaction scores for timely toileting assistance, care with respect and dignity, and discussion around patient’s fears and anxieties. There was also an 18% decrease in falls and an average of 85% in hand hygiene compliance.
What’s next for RT2C?
News of the benefits of Releasing Time to Care is spreading fast. During this Patient Experience Week, training will begin for 19 new teams across BC.
About Releasing Time to Care
Releasing Time to Care is a quality improvement program designed to empower staff to drive changes that improve work efficiency, patient safety and patient experience.
Read more here on VCH News about RT2C
- Innovation through passion: Releasing Time to Care
- Safety and engagement are key to Releasing Time to Care
- From the bottom up
- A new, louder voice