A renewed focus on core nursing practices at Ascension St. Vincent’s Clay County in Middleburg, Fla., led to significant gains in patient experience.
Patient feedback highlighted opportunities to improve nurse response times, communication and care team coordination, according to Chief Nursing Officer Sadie Durham, DNP, RN.
In late 2024, the hospital trained all 275 of its inpatient nurses and patient care technicians on bedside shift reporting and hourly rounding. Charge nurses underwent the training first and led change management efforts. After the training, nurse leaders directly observed staff to confirm they understood the new processes and were applying them consistently, according to a Jan. 16 news release.
Within several months, the hospital’s net promoter score increased by nearly 40 points.
“We saw double digit improvement not only in NPS but key journey points like nurse interaction and respect for time,” Dr. Durham said in a statement to Becker’s. “These improvements happened within a few short months of program implementation and have sustained through 2025.”
Ascension St. Vincent’s Clay County is a full service, 134-bed hospital that opened in 2013 and is part of St. Louis-based Ascension.
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