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Improvement Tools/Methods
Limitations / Lessons Learned
Process Improvement
Get Well Network: Patient Satisfaction

Bianca Clermont, Allette Alexis and Alyssa Blumenthal
To improve HCAHPS scores on medication
education on 3NA (Oncology Unit) with the use
of the Get Well Network.
The Hospital Consumer Assessment of
Healthcare Providers and Systems (HCAHPS)
is a standardized survey instrument and data
collection methodology for measuring patients'
perspectives on hospital care HCAHPS data
reveals low patient satisfaction in areas such as
patient teaching (HCAHPS - Hospital Survey,
The Get Well Network utilizes interactive
software available on televisions in patient
rooms. By using the bedside TV the Get Well
Network enables patients to be more involved in
their care process by including health, safety,
healing, orientation, entertainment and service
videos (Get Well Network, 2014).
Patient education is a daily challenge for nurses
to accomplish. A hospitalization is a critical time
in a patients life. Although a critical time patient
education cannot be postponed and usually
needs to be individualized (Nurit, Bella, Gila, &
Revital, 2009).
Millions of people suffer from chronic diseases
that must be treated at home with no
supervision. Furthermore many people go home
to complete recover from surgery and/or
procedures. Patient education plays a major
role in successful treatment and recovery.
Promotion of safe self management is acquired
through patient education (Su, Herron, &
Osisek, 2011).
The Get Well Network would be a mandatory
training for all nurses, patient care technicians,
and managers to complete.
Once all personnel have completed the training
then the unit managers/charge nurses would set
a goal for each specific floor to achieve within a
specific timeframe. These results would be
compared to the HCAHPS to determine
During admission patients would be instructed
on how to use the program to allow early use of
the program.
For this project to be successful collaboration is needed,
therefore all team members who do not utilize the Get
Well Network project will limit the results.
A skew in the results would include patient who are:
comatose, sedated, mentally impaired, have a language
barrier or have sensory deficits would not be able to
utilize the Get Well Network.
Finally if a patient is accustomed to a particular
medication or disease process the willingness of using
the Get Well Network will decrease due prior knowledge.
Cause and Effect Analysis (Fishbone Diagram)
BayCare Health System, Tampa, St. Petersburg, Clearwater hospitals. (2014). Survey of patients'
hospital experience (recent data: Q2 2011 - Q1 2012) - st. joseph's hospital north.

GetWellNetwork Achieves Record Growth for Fourth Consecutive Year. (2014). GetWellNetwork, Inc.

HCAHPS - Hospital Survey. (2014). Centers for Medicare & Medicaid Services, Baltimore, MD.

Nurit, P., Bella, B., Gila, E., & Revital, Z. (2009). Evaluation of a nursing intervention project to promote
patient medication education. Journal of Clinical Nursing, 18(17), 2530-2536.
doi:10.1111/j.1365-2702.2009.02844.x done

Su, W., Herron, B., & Osisek, P. (2011). Using a competency-based approach to patient education:
achieving congruence among learning, teaching and evaluation. The Nursing Clinics of
North America, 46(3), 291. doi:10.1016/j.cnur.2011.05.003

Team Members
Nurse Educator, Nurse Manager, Charge Nurse, Staff
Nurses, Patient care techs, Student Nurses and
By utilizing HCAHPS (Patient satisfaction
survey) we will determine the effectiveness of
the Get Well Network initiative on improving
patient satisfaction.
To determine the efficacy of the new medication
teaching workflow, each quarter St. Joseph
Hospital measured HCAHPS patient satisfaction
scores, medication education viewing statistics,
and gathered feedback from staff and patients.

Saint Josephs Hospital: 3NA