Improving the patient experience belongs to everyone at Michigan Medicine. Check out the posters below and learn about how teams through this institution are improving the lives of patients and families in large and small ways.
As part of the ReWrite the Script initiative, a new service, Addiction Consult Team (ACT) was created. Service pre-launched in April 2021 in the Adult ED with a dedicated ACT SW and MiChart referral order. Full launch anticipated May-June 2021.
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To help babies who were born to parents addicted to opioids, the team implemented a best practice called Eat-Sleep-Console, which ‘treats a baby like a baby’ by using parents as first line therapy instead of medication to help baby be comfortable.
Click here to download the poster and listen to the presentation (poster must be downloaded for sound to play).
As part of the Rewrite the Script Initiative, the Pain Profile was developed to address the need identified by both patients and providers to capture the "pain story" and key information of patients to support their pain treatment at Michigan Medicine.
Parents and family members who have children in surgery are anxious to hear updates in a timely manner. MOTT PACU streamlined the family paging process with all nursing staff by directly paging families with updates, paging families to the correct room when appropriate, and any other subjective communication/messages the nurse wants to relay recovery.
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Improve the communication of EVS staff by utilizing scripts and customer service practices so patients understand how EVS works in University Hospital.
As part of the Rewrite the Script Initiative, the project team worked to improve how non-pharmacologic pain management techniques were utilized by Michigan Medicine clinicians.
When the COVID-19 pandemic hit and masks were required to be worn all the time, by everyone in the hospital, facial recognition and expression became a challenge. Parents whose babies were in the NICU worried about how this would impact their children's language and social development. While keeping in safety in mind, parents worked with care team to use clear masks so that babies can see smiles and faces again.
Regardless of age, pain and anxiety are often associated with healthcare experiences. This research study aims to understand adult cardiac patient peri-operative anxiety and pain experience and define non-pharmacologic tools for patient comfort.
Patient comfort, trust, anxiety, and safety concern increased as faculty and staff masked in response to COVID-19 precautions. To help patients feel more at ease, buttons with staff and faculty's unmasked faces were deployed in Children's and Women's Hospital.
Developed a plan for creating a tool kit to aid in discussions with patients and caregivers about the importance of scheduling early follow-up with a provider after returning home from a hospital or SNF.
The team is exploring using a mobile application to help families cope when their loved ones are inpatients.
This initiative supports patients with dementia who need a safe place to engage in socialization and activities while their caregivers are in need of respite. The team had to pivot to virtual offerings during the height of the pandemic in 2020, but has since re-started in-person activities with safety measures in place.
When faced with high patient frustration and staff burn-out, the Department of Radiology Call Center implemented changes to processes that improved call wait times and employee satisfaction.
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To support patients who are going through long chemotherapy sessions, the staff at Rogel Cancer Center created stockings with toys and other distraction items. What started as a small effort to support one patient has grown to distribute nearly 10,000 mittens.
Families in Mott Children's Hospital needed more support during end of life. In order to provide consistent resources, a multidisciplinary team came together to review resources and create the Giving Library.
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The Music Therapy program at Mott Children Hospital had to quickly adapt to changes in in person offerings after the COVID-19 pandemic hit. To keep supporting their patients during this difficult time, the music therapists used virtual options.
OPE uses a cadre of trained peer mentors and patient advisors to support faculty, staff and patients in a variety of ways. Their participation in the decision making process ensures that patient voices are included at all levels.
Michigan Medicine hospital complex can be a confusing place when patients, families and visitors first enter the time. Working with partners, OPE established the HOPE Ambassadors program with volunteers who walk with patients to their destinations.
OPE developed a standard program to teach patient experience principles all faculty, staff and learners. The program ensures that each member of Michigan Medicine faculty, staff and learners understand what patient experience means, what matters most to patients, and what behaviors are expected of them for every patient, every time.
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A repository of patient stories was created to meet the requests from Michigan Medicine faculty, staff and learners. The stories allow patients and family members to share their experiences and also allows faculty, staff and learners to reflect and connect back to purpose.
This team connects providers from all around Michigan to the expert level care provided by Michigan Medicine -- thus improving the health for people in Michigan.
