Daily Nursing Huddles Improve Patient Experience at Ascension Providence

Beginning in November 2018, nursing units at Ascension Providence Health Center in Waco initiated Daily Nursing Huddles. Since that time, reports Erica Ballard, BSN, RN, Patient Experience Coordinator, Ascension Providence has seen its HCAHPS patient experience scores for nursing communication and responsiveness improve significantly.  In addition, Ascension Providence has not only maintained its Net Loyalty score for FY19 above the market goal with the highest score for non-critical access hospitals in Ascension Texas but is also in the Top 20 Ascension Hospitals for Net Loyalty.

Members of the nursing team also completed AIDET training, an evidence-based pneumonic tool designed to help health care providers remember the elements of good communication with patients, families and visitors,

Ascension Providence uses a style board to track multiple quality data points to discuss during the Daily Nursing Huddles including:

  • Daily patient rounds.
  • Emergency Department to admit/admit order to bed.
  • Catheter-associated Urinary Tract Infections (CAUTI) rates
  • Central Line-associated Blood Stream Infection (CLASBI) rates.
  • Hibiclens Treatments.
  • Foley catheters over 48 hours.
  • Barcode scanning compliance.
  • Hospital Acquired Pressure Ulcers (HAPUs).
  • Ongoing projects.
  • Upcoming projects/project ideas.
AIDET is also called the Five Fundamentals of Communication.  It is a framework that identifies five objectives to include in EVERY interaction in order to improve patient’s and customer’s perception of care, help reduce their anxiety, build patient loyalty, and ensure that all staff are delivering consistent messages of concern and appreciation.
  • Acknowledge: Greet people with a smile and use their names if you know them.  Create a lasting impression.
  • Introduce:  Introduce yourself to others politely.  Tell them who you are and how you can help.  Escort people where they need to go rather than point or giving verbal directions.
  • Duration: Keep in touch to ease waiting times.  Let others know if there is a delay and how long it will take.  Apply service recovery methods when necessary.
  • Explanation: Advise others what you are doing, how procedures work and who to contact if assistance is needed.  Communicate any steps they may need to take.   Ask, “Is there anything else I can do for you?”
  • Thank you: Foster an attitude of gratitude.