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Take the Leader Rounding Challenge PFCC Week 2016 - October 17-21
Interested in knowing what’s really working in your program/service area for patients and staff?
Ask them! Lead quality care by being present, visible and approachable with Leader Rounding. It’s a great opportunity to encourage and commend staff and find out what patients, clients and families experience while in our care!
Here’s how it works:
• Schedule some time daily to walk through your service area and chat with the clients/patients/families in care.
• See the Leader Rounding tools for specifics on what to ask and how to follow up.
• Attend the PFCC Week QHI Webinar October 19 at noon “The Leader’s Role in Patient Experience” to hear from others about their Leader Rounding. Register by email [email protected]
Leader rounding provides regular opportunities to:
Connect and strengthen relationships with patients, clients, families and staff Gain real time feedback and address concerns efficiently Verify and support consistency of patient centred care practices Identify improvement opportunities and act upon them Recognize individual staff and team strengths Share findings with unit staff and program leadership
Celebrate PFCC Week: Try Leader Rounding ! Questions? Contact the PFCC Resource Team at [email protected]
OR: if you would like to join the Service and Excellence Community of Practice. Be part of the
Covenant Health Network of PFCC Champions!
Leader Rounding
Patient Relations
[email protected] October 2016
Step 2: Leader prepares the rounding group. They review the purpose, script and any custom questions, and identifying which patients not to visit.
Step 3: Each rounding group member then visits two or three patients /clients (separate visit for each patient/client) for minutes each.
• Knock before entering • Introduce yourself, your role and the purpose
of your visit – Name, Occupation, Duty (NOD)
• Ask permission to talk for a few minutes • Run through the scripted questions (see
page two), but follow the lead of the patient’s
responses Step 4: Provide the manager’s business card at the end of the visit.
Step 5: Debrief as a group following rounds.
Step 6: Provide immediate feedback to staff. (recognition, coaching, etc.).
Step 7: Follow through on any problems or concerns with the appropriate person, department, etc.
Step 8: Communicate back with patient/client and famil about any actions taken.
What is Leader Rounding? Leader rounding is an intentional moment that leaders spend with patients and families. It is an excellent way to model behaviour, reinforce culture and learn about opportunities for improvements.
Why Do Leader Rounding? High quality care is the relationship between clinical competency, safety, and the experience of care, as seen through the eyes of patients/clients and their families. Leader rounding is a powerful tool to support an organization’s goals of:
• Improving quality and safety • Improving employee engagement • Humanizing patient experience • Improving patient satisfaction
Leaders routinely highlight how personally satisfying it is to get out
and connect with patients.
How to do Leader Rounding
Commit: For the best results, aim at doing it a minimum of 30 minutes (15 minutes talking to patients and families, 15 minutes debriefing with staff).
Build Teamwork: Consider rounding with unit staff (but speak with patients and families individually so as to not overwhelm them). Let staff know that you will be coming and why.
Observe: Try to watch and listen differently. Be intentional about seeing and experiencing things the way staff, patients, clients and families do.
Be Approachable: Be open and curious about patients/clients and families. Be aware of what your body language may be saying.
Build Trust: Develop relationships by asking open ended questions and try to listen without judgement. E.g. : “Is there anything I can do to improve your care?” Give people the opportunity to ask you questions too.
Step 1: Leader arranges the date and time and determines who will join each rounding tour.
Step 2: Preparation: Review the purpose, script and custom questions, and identify which patients to visit.
Step 3: During each rounding session, visit two or three patients /clients (separate visit for each patient/client) for approx. 5 minutes each. TIPS:
• Knock before entering • Introduce yourself, your role and the purpose
of your visit – Name, Occupation, Duty (NOD) • Ask permission to talk for a few minutes • Run through the scripted questions (see next
page), but follow the lead of the patient’s response.
Step 4: Provide the manager’s business card at the end of the visit.
Step 5: Debrief with unit staff following rounds.
Step 6: Provide immediate feedback to staff. (recognition, coaching, etc.).
Step 7: Follow through on any problems or concerns with the appropriate person, department, etc.
Step 8: Follow up with patient/client and family about any actions taken
Leader Rounding
Patient Relations
[email protected] October 2016
Sample Leader Rounding Script
Leader Round Script Opening Hello, my name is (first and last names) and I’m a _(role/title) here at (name of site). I’m doing rounds today to talk with patients about how their hospital stay is going. May I spend about five minutes with you?
• How has your stay been so far? • What is most important to you during your stay? • We believe in patient involvement in care and want to include you in decisions –how has that been
working for you? • One of our goals is to make sure you are comfortable and that we are managing your pain. How are
we doing in that regard? • The whiteboard serves as a communication resource. Have you (and your family) found the whiteboard helpful?
Closing • We also want to make sure we are responding to any concerns or questions you may have. Do you
have any questions that you haven’t had a chance to ask or have answered? • Is there anything else you would like to tell me? • (Offer business card) Thank you so much for your time!
Debrief and Documentation Rounding group debriefs immediately and reflects on what they learned from patients/families about:
• The quality of care delivered • Opportunities for improvements • Recognition of staff
Manager completes the Log with rounding information including: • Key learnings • Follow-up actions
Follow Up Actions (Accountability) After Leader Rounding:
• Follow-up on any problems or concerns with appropriate person, department, physician • Communicate back to the patient/client the actions taken • Provide immediate feedback to staff, physicians (recognition, coaching) • Point out positive behaviours or opportunities for improvement based on comments from
patients/families Sample Action Log
Leader Rounding on Patients - Action Log (completed during the debrief with the rounding group)
Date: Location: Issues or themes identified: Staff/Physicians identified for recognition or constructive feedback: Issues identified for follow up and assignment of tasks:
