Heart to Heart

Methodist Hospital (San Antonio, Texas)

CSI Summary

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CSI Presentation

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CSI Toolkit

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Added to Collection

Project Topic

Improving communication

Hospital Units

4 South Cardiac Progressive Care and 6 Central Cardiac Telemetry

CSI Participants

Stephanie Contreras, ADN, RN
Garrett Dyer, BSN, RN
Emily Whyte, BSN, RN-BC

Project Goals/Objectives

  1. To improve communication between patients and nurses
  2. To educate 90 percent of staff nurses on heart-to-heart tool
  3. To implement a standardized communication tool

Project Outcomes

  1. Increased patient communication and satisfaction scores 5 percent
  2. Improved coordinated care with explanation and listening domains 15 percent

Project Overview

Both of our units consistently experienced a common theme of uncoordinated care due to a lack of communication — nurse-to-nurse and/or nurse-to-patient. We were struggling to find a way to standardize our communication to help provide a better way to inform patients of planned procedures, medication changes and discharge dispositions. The overall goal is to improve communication using a checklist, enabling bedside clinicians to provide quality care to our patients.

We surveyed staff and analyzed the data. A standardized communication tool was created with key individuals from the unit practice councils. After revisions, we implemented a kickoff, educated staff and trialed the form on both units. We led staff-driven huddles to incorporate the tool and showcase the form daily.

After using the form for six months, staff engagement for this tool was high. We identified champions who incorporated the form as a part of the admission packets for nurses to review together with the patient. We also presented this form to the facility practice council to implement house-wide.

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The AACN CSI Academy program supports change projects based on quality improvement methods. Although CSI teams seek to ensure linkage between their project and clinical/fiscal outcomes, data cannot be solely attributed to the project and are estimations of impact.