NURSE-LED QUALITY AND SAFETY IMPROVEMENT
Nursing bundle advances in service recovery and teach-back The Professional Nurse and Nursing Administrative Councils partnered to redefine and redevelop the service recovery model, one component of our Nursing Bundle for Exceptional Experience. The new model empowers frontline caregivers to address patient and family complaints through education, practice, resources and appropriate escalation when needed. Our Patient & Family Health Education, Patient Experience and Nursing Professional Excellence programs are collaborating to bring teach-back to all caregivers in the health system. Teach-back is the gold standard for providing patient and family health education. It ensures caregivers have explained instructions thoroughly and in a way patients and families understand so they can be successful in their care after discharge.
“The new service recovery model brings to life Nursing’s core behavior to tell the truth with courage and empathy.” Christopher Otto, MSN, RN, CHFN, PCCN, CCRN.
Nursing bundles performance improvements Calendar Year 2018 Performance Averages
Positive: 53.9% (Organization goal >60%)
Negative: 4.8%
Calendar Year 2019 Performance Averages
Positive: 57% (increased 3.1%) (Organization goal >60%)
Negative: 4.1% (decreased 0.7%)
16 | Nurse-led Quality and Safety Improvement
