How Geisinger is using 'nursing bundles' to improve patient satisfaction: 4 takeaways

Morgan Haefner - Print  | 

Danville, Pa.-based Geisinger Health System implemented a "nursing bundle" in an effort to streamline the patient experience and improve satisfaction, according to a case study published on NEJM Catalyst.

A "nursing bundle" — as defined by the Institute for Healthcare Improvement — consists of three to five evidence-based practices for nurses to consistently execute.

Here are four takeaways from the case study.

1. CNOs and nursing leaders across the 12-hospital system identified five practices concerning communication, as roughly 25 percent to 30 percent of Geisinger's complaints stem from communication failures. The practices included hourly rounding, consistent communication, whiteboards in every room, beside shift reports and nurse leader rounding. The practices were vetted and deployed in a nursing bundle plan by each CNO.

2. To measure the bundle's influence on the patient experience, Geisinger crafted a satisfaction survey including questions directed at the five practices. After six months of implementing the bundle, Geisinger recorded improved satisfaction, with patients stating each practice was "always" performed throughout the system, according to the report.

3. The authors said lessons learned from the case study include consistently measuring data, giving frequent employee feedback through personal notes and recognition, creating toolkits for employees and maintaining persistence.

4. "Over the last four years, GHS has added seven new hospitals, all with their own cultures, traditions, demographics and employees," the authors wrote. "To create a consistent experience for patients, we needed to decide on, and implement, best practices for our nursing staff." The authors added the nursing bundle reflects Geisinger's ProvenExperience program, under which the health system offers partial or full refunds for services.  

More articles on patient engagement:
To shorten hospital stays and save money, train patients before surgery
Boston Children's initiates phase 2 of GetWellNetwork deployment
VA taps Medallia for patient feedback

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