| Sumario: | Significance & Background: A critical component to providing safe, high quality, and compassionate care is understanding and improving the patients' perception of care. This insight is essential for healthcare professionals seeking innovative, scalable strategies to address patient concerns promptly. Participants will learn actionable tools for creating a responsive, patient-centered environment, resulting in improved processes, outcomes, and overall patient experience. Purpose: To enhance patient experience by improving the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) staff responsiveness domain. The initiative aimed for a 6% increase in the average "Top Box" score across 9 inpatient units by January 2025, compared to the baseline from January 2024. Interventions: A patient experience workgroup inclusive of stakeholders across nursing units, caregivers, and patients was established. Barriers to responsiveness were identified and existing processes streamlined. This included revitalizing purposeful interval rounding and no pass zone, implementing Kamishibai cards for sustainability, and providing targeted education. Notable initiatives included the creation of a "No Pass Zone" video, which was adopted across the organization for all staff members. Results: Results show significant improvement in patient experience scores. The baseline "Top Box" score for staff responsiveness improved by more than 25% from January 2024 to January 2025. These outcomes demonstrate the effectiveness of targeted interventions in increasing responsiveness and improving patient experience. Discussion: It is essential to foster a culture of responsiveness at all staff levels where every team member recognizes their role in shaping the patient's journey. By leveraging data-driven insights and incorporating diverse perspectives, healthcare organizations can enhance patient experience. These strategies are not only effective, but adaptable to any organization striving to improve staff responsiveness and overall patient experience.
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