Meal Service Satisfaction (Scripting

right people, right places

The Positive Impressions Compliance Review includes the Right People, Right Places strategy. When we see consistency with associate placement on priority units, increased patient satisfaction scores follow.

Recommended Criteria:

• Consistently performs operations at or above standards • Consistently shows professionalism with their work and appearance • Consistently is witnessed providing the upmost compassion to our patients • Receives multiple compliments from patients, managers, peers, and clinical staff • Consistently present, no attendance issues

Create a RPRP form and board to assist units in maintaining this effort:

• The form / board should be updated with all staffing changes and the old ones kept in the PE Binder. This will allow for a more objective form of evaluating this effort. • The form / board should show all of the priority floors with their standard associate as well as who is the standard relief associate. • Form / board should also have a list of suitable fill-in staff in case of callouts.

RPRP discussed in weekly managers meetings / Patient Satisfaction meetings:

• RPRP should be discussed often and adjusted as needed to provide the best service • RPRP should be mentioned in the Manager / PE meeting minutes

What to Track/Include and Terms of Right People, Right Places All Service Lines:

• RPRP form / board is updated with all staffing changes. Old forms are placed in the

PE Binder and show consistency of following the process • Manager / PE meeting minutes should contain discussion of RPRP • During PE visit / audit, RPRP should be evident in the daily operations • Frontline staff are able to speak to their standard areas they are assigned to • Managers are able to speak to the RPRP process • Nursing knows who their Housekeeper / Patient Dining Associate is

EXAMPLE: RIGHT PEOPLE, RIGHT PLACE TRACKING - TAILORED TO FIT weekend strategies

Historically, the weekend is a time for skeleton crews, which only allows minimal services to be provided. Unit budgets are often designed with decreased associate and management coverage on the weekends. This is sometimes due to a misperception that the hospital census significantly decreases during the weekends. Although some hospitals experience a decrease in census during the weekends, studies show that patients are less satisfied if their hospital stay occurs over a weekend than if their stay occurs during the week.

Goals of the Weekend PE Strategy

• Protect priority units throughout the weekend to ensure the consistency of services match the services provided during the weekday. • Work with operations to have consistent leadership coverage to oversee weekend operations. May be Manager, Supervisor, or lead as long as the UD has confidence in their leadership. • Provide new admission visits during the weekend on Priority Units. This can be done by the OM / Supervisor covering the weekend or by a trusted lead • Ensure the Service Recovery process is happening on the weekends • Talk about weekend performance and coverage during weekly management / PE meetings • Routinely look at the number of service recoveries on the weekend compared to the number of service recoveries during the weekday • Add Weekend coverage on the RPRP log

What to Track/Include and Terms of Weekend Strategy All Service Lines:

• RPRP form / board is updated with all staffing changes, including weekend priority unit coverage, Leadership coverage, and new admission visit coverage. Old forms are placed in the PE Binder and show consistency of following the process • Manager / PE meeting minutes should contain discussion of RPRP and weekend coverage • During PE visit / audit, RPRP and weekend coverage should be evident in the daily operations • Frontline staff are able to speak to their standard areas they are assigned to including weekends • Managers are able to speak to the RPRP and weekend process • Nursing on priority units should not see a difference in weekend coverage compared to weekday coverage