Lisa Oldham, PhD, MSN, RN-BC, NEA-BC, FACHE, serves as Chief Nursing Officer and Vice President of Nursing Operations at Orange Regional Medical Center
On May 19th, Lisa will give a presentation on "Aligning Baldrige & Magnet to Improve the Healthcare Excellence provided by Nursing" at Becker's Hospital Review 3rd Annual Health IT + Clinical Leadership + Pharmacy Conference. As part of an ongoing series, Becker's is talking to healthcare leaders who plan to speak at the conference, which will take place on May 19-21, 2020 in Chicago.
To learn more about the conference and Todd's session, click here.
Question: What initiative are you most excited about today at your healthcare organization? How will it affect the future of healthcare delivery?
Lisa Oldham: In 2019 our organization took a lean philosophy to our Shared Governance model. We incorporated basic principles of Lean, Baldridge and Magnet to create a robust efficient process that now produces a high return on investment. The number of outcome-driven projects and research activities in our initial year has been outstanding. Our mantra is “Our nurses OWN it.” We are moving our leadership model as well to a servant leadership model that we are here to assist our front line staff to be successful. Our engagement scores rose dramatically with these changes.
Q: When it comes to innovation, what are some common pitfalls you see healthcare organizations making?
LO: As leaders, we need to be careful that we do not lose the Art of Nursing. Artificial Intelligence (AI) is inevitable. Our team is very strategic in the projects that we choose to add value to our patient experience. Globally healthcare organizations need to be mindful of boosting about high tech. Technology remains only as good as the end-user.
Q: What is the most important lesson you've learned about delivering excellent patient experience?
LO: The most important lesson is that what worked yesterday may not work tomorrow. Our patients are expecting a high level of care. We Receive a tremendous amount of 8’s on our surveys. Patients want a PERFECT ten. One small hiccup in their experience will not be overlooked. Patient experience is a team sport. We have developed a robust rounding process with our ancillary departments, our executive teams and non-clinical departments to better enhance the patient experience. A perfect example is our CFO rounds on the geriatric unit. He has heard directly from staff about how equipment would enhance patient care. He heard directly from a patient that the sausage was terrible. As the CFO he was able to quickly act to correct these concerns and enhance the experience for future patients.
Q: What do you see as the most dangerous trend in healthcare right now?
LO: AI is both a blessing and a concern. Similarly, the EHR (Electronic Health Record) is a dual-edge sword. We have had many discussions at the state and national level that nursing has become taskmasters to technology and their time at the bedside is dropping. Nurses are spending more time documenting that caring for the patient. New innovations such as patient portals and access to the chart while hospitalized can be positive and negative. Clinicians are already raising concerns over liability more than the goal of partnering with their patients to provide an exceptional experience.