Mediclinic Ward Rounds Policy PDF

\*\*Policy on Ward Rounds for Patient Experience Managers and Officers\*\* \*\*Policy Code: MCSA C.PX.1.3\*\* \*\*Effective Date: 19 May 2023\*\* \*\*Page 1 of 5\*\* \*\*Purpose:\*\* The purpose of this policy is to provide a structured framework for Patient Experience Managers and Officers to...

\*\*Policy on Ward Rounds for Patient Experience Managers and Officers\*\* \*\*Policy Code: MCSA C.PX.1.3\*\* \*\*Effective Date: 19 May 2023\*\* \*\*Page 1 of 5\*\* \*\*Purpose:\*\* The purpose of this policy is to provide a structured framework for Patient Experience Managers and Officers to conduct ward rounds, ensuring that patient feedback is effectively gathered, service failures are promptly identified and managed, and overall patient experience is continually improved. \*\*Scope:\*\* This policy is applicable to all Patient Experience Managers, Patient Experience Officers, and Hospital Management personnel participating in ward rounds across Mediclinic facilities. \*\*Policy Statement:\*\* During ward rounds, Patient Experience Managers and Officers are tasked with: \- Establishing clear communication channels for patients and their families to provide feedback on their hospital experience. \- Identifying service failures promptly and managing them effectively. \- Monitoring and improving client perceptions of hospital facilities and services. \- Building and maintaining positive relationships with patients, families, and visitors. \- Focusing on hospital-specific areas identified for improvement during client interactions. \*\*Definitions:\*\* \- \*\*Ward Rounds\*\*: Structured visits to patients within the hospital wards. \- \*\*Clients\*\*: Patients, their families, and visitors. \*\*Responsibilities:\*\* \- \*\*Patient Experience Manager/Officer\*\*: Ensure familiarity with relevant policies and compliance. Assist unit managers in identifying and addressing patient issues to enhance satisfaction. \- \*\*Unit Manager\*\*: Facilitate access to units for Patient Experience personnel. Collaborate to improve patient experiences. \- \*\*Hospital Management\*\*: Support Patient Experience roles in their efforts to improve patient satisfaction continuously. \*\*Procedure:\*\* 1\. \*\*Patient Visits:\*\* \- Patients should be visited at least once during their hospital stay. In larger hospitals (Level 3 & 4), aim to visit 50% of admissions. 2\. \*\*Scheduling:\*\* \- Coordinate with unit managers to identify convenient times for ward rounds. 3\. \*\*Patient List:\*\* \- Obtain a daily updated patient list from reception. 4\. \*\*Notification:\*\* \- Inform unit managers or the nurse in charge about planned ward rounds and identify priority patients. 5\. \*\*Information Gathering:\*\* \- Collect relevant information on service failures and their resolutions. 6\. \*\*Conducting Visits:\*\* \- Visit patients randomly or as requested, introducing yourself and explaining the purpose of your visit. \- Address patients respectfully, using their preferred title and language. 7\. \*\*Focused Conversations:\*\* \- Use hospital-specific improvement areas as discussion points, such as flexible visiting hours for family comfort. 8\. \*\*Feedback:\*\* \- After rounds, provide feedback to the unit manager or sister in charge and report any service failures to management. 9\. \*\*Follow-Up:\*\* \- Take necessary actions to address patient needs and resolve quality issues. 10\. \*\*Documentation:\*\* \- Record patient visits in the ward round register maintained by the Patient Experience Department. 11\. \*\*Trend Analysis:\*\* \- Discuss service failure trends in relevant management and clinical meetings. \*\*Associated Documents and Records:\*\* \- Ward Round Register: Maintained by Patient Experience Manager. \- Patient Opinion Survey Daily Summary Sheet. \- Complaint Management Policy. \- Implementation of Patients' Rights. \*\*History and Version Control:\*\* \- \*\*Version 1.1\*\*: Initial release on 23 February 2012. \- \*\*Version 1.2\*\*: Updated format on 1 September 2017 by Amanda Appelgryn, focusing on Press Ganey improvement areas and SLA updates. \- \*\*Version 1.3\*\*: Current version effective from 19 May 2023, approved by Kevin Seaman, National Patient Experience Manager. \*\*Approval and Sign-off:\*\* This policy has been approved and signed by Kevin Seaman, National Patient Experience Manager, on 19 May 2023, ensuring alignment with Mediclinic\'s commitment to enhancing patient experiences through structured ward rounds and continuous feedback mechanisms. \*\*Next Review Date:\*\* 19 May 2024 This policy provides a comprehensive approach for Patient Experience Managers and Officers to conduct ward rounds effectively, ensuring that the patient experience is prioritized through structured interactions, prompt issue resolution, and continuous monitoring and improvement strategies.