Ward Rounds Policy Overview

Ward Rounds Policy

• Purpose: To provide a structured framework for Patient Experience Managers and Officers to conduct ward rounds, improving patient feedback, identifying and managing service failures, and enhancing patient experience.
• Scope: Applicable to all Patient Experience Managers, Patient Experience Officers, and Hospital Management personnel across Mediclinic facilities.
• Policy Statement: Ward rounds focus on establishing clear communication channels for patient and family feedback, identifying service failures, improving client perceptions, and building positive relationships. Hospital-specific improvement areas should be addressed.
• Definitions:
  • Ward Rounds: Structured visits to patients in hospital wards.
  • Clients: Patients, their families, and visitors.

Responsibilities

• Patient Experience Manager/Officer: Ensure relevant policy compliance, assist unit managers in identifying patient issues, and improve patient satisfaction.
• Unit Manager: Facilitate unit access for Patient Experience personnel and collaborate to improve patient experience.
• Hospital Management: Continuously support Patient Experience efforts to improve patient satisfaction.

Procedure

• Patient Visits: Visit patients at least once during their stay, aiming for 50% of admissions in larger hospitals.
• Scheduling: Coordinate with unit managers to identify convenient times for ward rounds.
• Patient List: Obtain a daily updated patient list from reception.
• Notification: Inform unit managers or nurses about planned rounds and identify priority patients.
• Information Gathering: Collect information on service failures and their resolution.
• Conducting Visits: Conduct visits, introducing yourself, explaining the purpose, addressing patients respectfully, and focusing conversations on areas for improvement.
• Feedback: Provide feedback to unit managers, report service failures, and address patient needs.
• Follow-Up: Implement actions to address patient needs and issues.
• Documentation: Document patient visits in a ward round register.
• Trend Analysis: Discuss service failure trends in management and clinical meetings.

Supporting Documents and Records

• Ward Round Register (maintained by Patient Experience Manager)
• Patient Opinion Survey Daily Summary Sheet
• Complaint Management Policy
• Implementation of Patient Rights

Policy History and Version Control

• Various versions have been released, with updates focusing on press ganey improvement areas, SLA updates, and current improvements.
• Policy was approved on May 19, 2023, by Kevin Seaman, National Patient Experience Manager.
• Next review date is May 19, 2024.

This quiz focuses on the Ward Rounds Policy designed for Patient Experience Managers and Officers. It covers the purpose, scope, responsibilities, and objectives aimed at enhancing patient feedback and overall experience in hospital settings. Understanding these aspects is crucial for improving service quality and addressing client needs effectively.