Aspirus Medford found itself in the 26th percentile for Overall Hospital Rating. Then team members shuffled the cards and dealt themselves a winning hand. A few months later, the organization’s Overall Hospital Rating was perching comfortably at the 88th percentile.
This success proved beyond the shadow of a doubt that the members of the Med/Surg staff at Aspirus Medford Hospital and Clinics in Medford, Wisconsin, are terrific diagnosticians. Led by a team that included Med/Surg Manager Jessica Faude, RN-BC, BSN and Patient Experience Manager Kaci Klemm, RN, BSN, Aspirus Medford’s Med/Surg staff pulled together a Service Excellence Kickoff meeting to lay the groundwork for an initiative designed to improve patient experience and overall performance — Individualized Patient Care Cards of Excellence.
In this webcast replay, Jessica and Kaci explain how Aspirus Medford developed and introduced these Individualized Patient Care Cards of Excellence to help care team members ask the right question, listen carefully, and then individualize the care delivered to each patient to create an excellent experience.
During their presentation, Jessica and Kaci:
- Describe how an ice-breaking exercise at the kickoff meeting brought both the problem AND the solution into focus
- Explain how asking patients what excellent care means to them defines expectations and leads to individualized patient-centered care
- Recap how Aspirus Medford implemented the initiative, educated staff, shared results and developed individual care plans
- Discuss the impact that Individualized Patient Care Cards of Excellence have had on patient satisfaction, Overall Hospital Rating and staff morale
Individualized Patient Care Cards of Excellence have helped Aspirus Medford staff understand that the elements for delivering excellent care are different for every patient. Recognizing and acting on those differences has contributed to a more positive culture and a more rewarding experience for every team member at this 25-bed, not-for-profit critical access hospital.
About our presenters
Jessica Faude, RN-BC, BSN serves as the Manager of the Medical/Surgical department at Aspirus Medford Hospital and Clinics. As a practicing registered nurse since 2005, she began her career in the Cardiac Medical Surgical department at the former St. Joseph’s Hospital in Marshfield, Wisconsin. In 2006, she transitioned to the Medical/Surgical department at Aspirus Medford Hospital and Clinics, where she has served for the past 11 years. In 2011, she transitioned from a staff nurse to the Case Manager position on the Medical/Surgical department, where she was instrumental in developing a 24/7 on-call Utilization Review program that was the subject of a presentation she and her colleagues made at the 2012 MCG National Conference. In March 2014, she moved into the Manager’s role in the Medical/Surgical department.
Kaci Klemm, RN, BSN serves as the Patient Experience Manager for Aspirus Medford Hospital and Clinics (AMHC). She started her career in healthcare at AMHC in 2007 as an Emergency Department Technician. She continually told her co-workers she would not pursue nursing. After nine years of schooling, two Bachelor’s degrees and an Associate’s degree, she became a nurse. Kaci started her nursing career at Mayo Clinic Health System–Eau Claire in the Medical Surgical unit and then moved back to her hometown of Medford and became an Emergency Department Nurse. In July 2016, Kaci took on the newly created role of Patient Experience Manager.
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