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CaREset initiative supports improved patient outcomes and staff engagement

Wednesday 26 April 2017

CaREset initiative supports improved patient outcomes and staff engagement

The Mater Private Hospital Redland (MPHR) team have implemented a new initiative which has streamlined how care is provided to patients across the entire facility, reflecting the Exceptional Every Time (EET) strategy in action.

Designed to address identified issues surrounding clinical, business and financial outcomes while also ensuring a high level of patient and staff satisfaction, Mater Private Hospital Redland Director of Clinical Services Tracey Hutley describes the process the team followed prior to implementing the initiative:

“In a complex and diverse healthcare environment, high patient satisfaction, along with exceptional levels of clinical quality and safety can be difficult to sustain. We knew our team were working very hard, however our clinical outcomes, patient feedback and staff satisfaction were not where we wanted them to be. With this in mind, and in order to ensure the EET strategy objectives could be met, a comprehensive review was undertaken to identify what the key drivers and barriers were to ensuring successful implementation of the strategy.

“The team undertook an observational assessment and detailed analysis of MPHR Inpatient Units in consultation with staff and consumers to better understand the operational management and processes impacting the clinical and business outcomes of the unit,” she said.

On completion of the review, the team developed CaREset—a comprehensive, leader-led program to enhance the patient experience, improve service efficiency and support staff in making a meaningful difference to the delivery of patient care.

Operationally, the initiative comprises hourly rounding, two ‘buzz’ meetings each day for staff to share and discuss results and potential issues, and leader rounding each day with patients to ensure the program is working. Staff also have a target of answering call bells within three minutes.

Since its implementation, 98 per cent of bell calls (approximately 112 per day) have been answered within 3 minutes, with an average response time of 44 seconds.

There has also been a significant reduction in falls and pressure injury rates, and Net Promoter scores for ‘the likelihood of recommending the hospital’ are at 100 per cent.

In addition to these results, the level of staff engagement and involvement has been a key success of the initiative which will now roll out as ‘business as usual’, with the multidisciplinary team—including clinicians, food services, ward services and back of house staff—working closely together to support its implementation.

“I think the greatest success has been the staff engagement with the initiative because without that we would not have seen the amazing results we have had. These results have made our team very proud of the work they have achieved in a very short time since the launch of CaREset and we continue to push ourselves to achieve even greater results in the future,” Nurse Unit Manager, Patient Care Unit 1, Jackie Wrigley said.

This initiative is just one of many implemented as part of Mater's broader EET strategy, designed to to ensure the provision of safe, low-variability, high quality patient care.

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