A new year introduces a new patient satisfaction process for hospital in-patients called Ambassador Rounding. This process will involve members of the management team to have a short conversation, each day, with our hospital patients. By asking questions, we can gain a better understanding of what our patient’s needs and concerns are in specific, focused areas.
Ambassador Rounding follow a consistent pattern.
The Ambassador for that week will first meet with the charge nurse to review patient status before visiting. The Ambassador will ask the patient if they are willing to visit with a management team member. The Ambassador will introduce themselves, hand out a business card, and ask patients 4 questions that cover satisfaction levels with providers, direct care staff, dietary, pain management and room environment. Before leaving, the Ambassador closes with the statement, “Is there anything else I can do for you? I have time.”
Ambassadors chart patient responses in a log book, and are prepared to take immediate action on patient need requests. Rounding will assist in providing another level of service above the already excellent care that we provide.
Ambassador Rounding serves many purposes. Goals include staff team building, interdepartmental communication, patient care team building, reward and recognition, physician satisfaction, patient satisfaction and process improvement.
Tue, January 4, 2011
by Diane Wimmer