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Green light given for hospital S.T.O.P. program
December 2, 2013
In an ongoing effort to improve patient satisfaction and perception,
The program stands for "See the light", "Take the time", "Obtain information" and "Perform or pass". It was created by staff members from multiple departments and allows non-patient care staff to work alongside nurses to answer patient call lights.
"The S.T.O.P. program support staff have been trained to answer call lights quickly and provide basic comfort needs for patients," said Jennifer Clarke, Director of Organizational Development and Education at MCH. "We all want our patients to feel that we're responsive to call lights and this is a great way to involve more of our staff in an important part of our patients' hospital stays."
As part of the program, if a non-patient care staff member sees that a patient has turned on their call light, they can enter the room, introduce themselves and improve any placement or environmental issues the patient may have. This can include moving their bedside table or closing the blinds. Staff members can also assist with any minor comfort concerns such as adjusting the bed or acquiring extra blankets.
During training, non-patient care staff members learned how to identify call lights, locate necessary supplies in the inpatient departments, hygiene regulations and the importance of following Health Insurance Portability and Accountability Act (HIPAA) regulations. Non-patient care staff were also trained as to what they could not do such as silence or touch medical equipment, give medication or help a patient out of bed; however, they can notify a nurse.
MCH began using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey in 2008. The HCAHPS survey is a public snapshot of how patients viewed their hospital experience. It includes 27 questions, 18 of which focus on how the patients felt about critical care aspects like responsiveness, communication, pain management and cleanliness. It also asks the patients to rate their overall experience and whether or not they would recommend the hospital to others.
MCH's patient responsiveness HCAHPS score is currently higher than
Even though the percentages are higher, the physicians, staff and hospital leadership are committed to improving patient satisfaction and are continually on the forefront of creating improvement initiatives such as the S.T.O.P. program.
Medicare publishes information about the quality of care at more than 4,000 Medicare-certified hospitals across the country. For more information on hospital comparisons, visit the Medicare website at www.medicare.gov/hospitalcompare.