Ensuring Top
Performance at
Lucile Packard
Children’s Hospital
The Highest Level of Care
Requires
the Highest Level
of Teamwork
| CLIENT |
In-Patient Heart Center at Lucile Packard Children’s Hospital
in Palo Alto, CA.
|
Cardiovascular Intensive Care Unit (CVICU) ranked fifth best in nation by U.S. News & World Report. |
|
Approximately 450 – 475 patients admitted each year. |
|
Lowest mortality rate in the country. |
|
| NEED |
A decline in the effectiveness of interpersonal relationships among staff members posed a
potential threat to patient safety, as evidenced by declining patient satisfaction scores and
observation by Director of the unit.
To bring the CVICU back to its high standard of excellence in caring for young heart patients,
the staff needed to reestablish the highest level of communication and teamwork.
|
| OUR SOLUTION |
Develop a comprehensive program for improving communication, teamwork, and
interpersonal relationships among physicians and nurses of the CVICU.
• |
Initially embedded our Ph.D. level nurse consultant to observe, interact with, and understand
the culture at Packard. |
• |
Enrolled 120 staff members in four sections of Psychological Associates’ leadership program
for nurses, CRITICAL COLLABORATION™, a hands-on, interactive workshop for improving interpersonal skills. |
• |
Facilitated development of a new, living mission (“The CVICU Rule Book”) that came from the
CVICU nurses and doctors themselves, which included 455 rules for better communication. |
• |
Followed up with consulting and coaching to make the improved practices stick. |
|
| RESULTS |
• |
Patient satisfaction scores were raised from 87 percent to the 95 percent level or better
and are holding. |
• |
Observation and anecdotal evidence show that a more effective culture of communication
has blossomed. |
|
| ONGOING |
Our partnering continues, including workshops and consulting on preserving the culture of the
CVICU as it undergoes physical expansion. |
Other success stories» |
