Developing Relationships with Patients and Families: A Recipe for Success
Deanna Frings, Susan M. Murphy, RN, BSN, MS, Kim Pedersen
Consumer driven healthcare, patient access to medical information, and patient increased involvement in their own care all have created an even greater need for improving the relationship between patients and nurses.
Consumer driven healthcare, patient access to medical information, and patient increased involvement in their own care all have created an even greater need for improving the relationship between patients and nurses. As patients and their families look to become more involved in patient care, this creates an increased burden on nurses to temper and communicate expectations, better understand patient needs, and to take more time to work more closely with those patients.
Key Learning Outcomes
- Translate strategies for fostering positive staff-patient relationships.
- Develop a culture of service recovery to meet patient expectations.
- Synthesize best practices in patient engagement in healthcare.
Director, Learning and Professional Development, The Beryl Institute
Frings brings a unique combination of passion, dedication, and experience to her role with The Beryl Institute. She is responsible for shaping the learning strategy for The Beryl Institute, leading educational efforts and coordinating the design, scheduling, facilitation and delivery of educational programs. In her role, she has a widespread and broad impact on improving the patient experience. Frings began her career over 25 years ago as a respiratory therapist and has held a variety of roles including Manager of Cardiopulmonary Neurology Services, System Manager of Training and Development, Director of Organizational Development, and Director of Patient and Family Experience.
Susan M. Murphy
RN, BSN, MS
Chief Experience and Innovation Officer, Patient Experience and Engagement Program, The University of Chicago Medicine, Chicago, IL
Murphy is a qualified leader with expertise in hospital operations, patient experience, staff development and change management. She's had significant accomplishments in the areas of patient experience, operational efficiency, patient throughput, nursing recruitment and retention, staffing, dashboard reporting and the ANCC Magnet Journey. Her traits include being an innovative leader of culture change, inspiring teamwork across disciplines and a commitment to mission and vision.
Administrative Director, Marianjoy Rehabilitation Hospital
Pedersen advocates for improving the patient and family experience and to support patients, families and the staff serving them. She wants to continue to be part of "the wave” and has worked to influence and change the face of healthcare.
What To Do Proactively-Setting the Right Tone:
- Care Partner Program
- Articulate expectations
- Communicate Plan of Care
- Document for team what is important to patient
- Increase knowledge/decrease anxiety
- Hourly rounding
- Bedside shift report
- Rounding for Service
What to Do When Things Don’t Go As Planned:
- Service Recovery
- Empathetic Response
- Setting Limits