Ruth Radenslaben, RN, MA Bryan LGH Medical Center Lincoln, Nebraska

      This session will detail how a facility used the Rapid Cycle Testing process in the planning, development, and implementation of new systems to support care and patient satisfaction. After the presentation, the participant will be able to:

• Describe the rapid cycle improvement process in planning and implementing improvement in patient satisfaction.
• Discuss the use of the hospital mission, vision and beliefs in developing and implementing a patient satisfaction program in the Emergency Department.
• Describe the process used in implementing a new service with theincorporation of patient satisfaction principles.
• Describe the development of a physician-nurse liaison group to facilitate improved collaboration and communication within the department.
• Discuss the implications of a computerized documentation system in improving the communication, information and patient education.
• Discuss use of the Picker Dimensions of Care in planning care and providing feedback to staff.