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Carrie Wise, B.S.N., R.N. Erin Fairchild, M.H.A.

Lisa Bungum, M.A., R.N.

Engaging Professional Nurses as Leaders in

Patient Experience

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“The best interest of the patient is the only interest to be considered” – William J. Mayo, M.D.

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Patient Experience is

Mission “Mayo Clinic Nursing will be the world class leader

of the patient experience”

Purpose The Rochester Nursing Patient Experience

Workgroup serves as a forum for discussion, coordination and triage of nursing patient

experience initiatives for Mayo Clinic Rochester.

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Nursing & Patient Experience ~70 years ago

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Relationship-Based Care - Exemplars

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Relationship-Based Care - Barriers

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Relationship-Based Care – What’s Needed

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Nursing and Patient Experience Collaboration

• Press Ganey/HCAHPS • Use the Words • Partnership – Empowering • Coordinate

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Patient Experience: Engaging Nurses

Reframe the Culture of Patient Experience = Everything Nurses Do Is Patient Experience

• Recognize and Celebrate Work • Reinforce and Promote Accountability • Embrace Areas to Improve • Empower Nurses to Practice the Art of Nursing • Share Stories

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Role of the Nurse Leader in Patient Experience • Enable and Support Nurses to Create Patient

Experience Initiatives • Uphold Accountability • Embrace the Role of the Nurse in Patient

Experience • Empower Nurses by Engaging in the Stories • Recognize Nurses by Replicating Best Practice

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Incorporating Patient Experience Initiatives…..Just Do It!

Unit-Based Patient Experience Discussions

Sleep Cart

Service Recovery Kits Empathic Communication

Strategies “No Pass Zone”

Dedicated Patient Experience Data Review

Patient Family Advisory Councils

Nurse Leader Rounding

Bedside Report

Intentional Care Rounding

Patient Engagement

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“An expression of our dedication and resolve to continue our humanitarian mission of providing healing and hope to all who seek our care.“ -John Noseworthy, M.D, CEO Mayo Clinic