Good Samaritan squares up patient expectations through Executive Rounding

Since launching the Executive Rounding program last month, Good Samaritan leaders have logged more than 1,300 in-person visits with patients, making themselves available to resolve issues in real time while ensuring patients understand their plan of care.

“Until we hit the halls ourselves, the primary method for obtaining our patients’ thoughts and concerns was with survey responses after discharge,” said Ann Gantzer, PhD, RN, Good Samaritan CNO and champion of this effort. “Post-discharge surveys are valuable, but they don’t give us the chance to address any issues, some of which can be easily fixed, while patients are still here. Real-time interviewing has been identified in the literature for years as an effective tool for increasing patient satisfaction and engagement, and yet we did not have a rounding program that included all leaders. Until now.”

With the Executive Rounding program, more than 50 senior leaders, directors and managers from throughout the hospital round on inpatients for an hour each day, collectively capturing face time with nearly all of them. The personal connection shows patients how much they’re valued and, in addition to resolving any issues, the visit allows leaders to confirm that patients understand their plan of care and education is being provided on medications and symptom management.

“Patients are loving that we take the time to talk with them and ask them how they’re doing,” Gantzer said. “They’re also sharing with us how much they appreciate their caregivers, which we’re very happy to pass along.”

In fact, the No. 1 thing Gantzer and other leaders hear from patients during rounds is how engaged and committed everyone is in providing high-quality, individualized care. The appreciation is heartfelt and widespread. The biggest opportunity, she says, is for everyone to work better together as a team.

“We hear feedback about physicians and nurses not being on the same page, causing confusion for our patients,” Gantzer said. “Some patients also struggle to articulate their plan of care, saying they’re waiting to hear more about what their doctor thinks or says about next steps.”

Each department receives a report with its greatest strengths and biggest opportunities, as identified from these conversations. According to Gantzer, “We’re learning so much to improve our care!”

Executive rounds start at 9:30 a.m. each day. Medical staff members who would like to participate can reach out to Gantzer. Physicians and APPs interested in the executive rounding reports for their care areas can contact their department directors.