Board 164 - Program Innovations Abstract Using Simulation to Teach Customer Service Standards in Orientation (Submission #934)

Abstract

Introduction/Background Patient Satisfaction - that is, a measurement designed to obtain reports or ratings from patients about services received from an organization - is an important factor for safe and effective healthcare.1 Often, individuals perceive the quality of customer service/patient satisfaction differently despite their direct relationship. As quality of customer service increases, patient satisfaction is likely to increase as well. It is an effective indicator and measure of quality of care from timeliness and patient-centered care, to affecting clinical outcomes, patient retention, and medical malpractice claims.1,2,3 Additionally,accreditation agencies (i.e. The Joint Commission, etc.) focus on quality service issues. Despite the importance to clinical practice, it remains an area that is infrequently taught or reinforced with staff.4 Bridging the gap between education and quality service could effectively create a culture for improved quality of care leading to more patient satisfaction.4,5,6 Methods As a result, the Ohio Health Learning team proposed including an educational component using simulation during the new RN orientation held over a five day period. All new staff RN’s to the hospital are trained over a one week time period (new RN orientation) prior to starting on the unit. Each RN is briefed on the Customer Service Standards of the organization on Day 1. On Days 2-5, each RN is using the verbiage and best practices in simulations (i.e. scenarios, skill stations). Debrief occurs after each simulation6 with the other orientees and an RN lead educator. The customer service training included understanding the customer’s needs and their responsibility in prioritizing and meeting those needs through mindful- and training in communication skills to achieve patient and relationship centeredness.5 The organizations high level of patient satisfaction is now shared amongst all new RNs. Focus groups of managers, educators and preceptors have identified that the new RNs are coming to the unit with more applicable skills regarding customer service. With a better understanding of the customer service standards, as well as continued practice during the first week of orientation, the orientees confirmed more confidence in regards to customer service standards. Results: Conclusion This training was successful in demonstrating the usefulness of simulation in customer service education. More research and deeper analysis should be done to provide evidence of potential significant findings by identifying metrics and potential scores (Safety and Quality, SAQ, HCAHPS) across the units. Additionally, further analysis is needed to identify the potential benefit of increased trust as a result of training between the new RN, their patients, as well as their preceptor and manager.1