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Learning Objective 1: The learner will be able to see how the patient centered care approach improved customer satisfaction.
Learning Objective 2: The learner will be able to see how a change from a task oriented to a patient centered care approach improved employee satisfaction.
Embracing a patient centered care approach shifts the locus of control back to where it belongs-to the residents/patients. Creating a paradigm from task oriented to patient centered care will create a culture within Chapel Manor, a long term-post acute rehab center, which will transform the relationships amongst the residents/patients and the interdisciplinary care team. Engaging the interdisciplinary care team enables them to recognize that the residents/patients are the experts when it comes to their care needs.
Implementation of the patient centered care concept gained support from the residents/patients and interdisciplinary care team through education, process involvement and empowerment. By implementing patient center care practices, our desired outcomes are to see an increase in customer and employee satisfaction, staff retention and a reduction in our fall rate.
Leaders need to share with the interdisciplinary care team the importance of delivering attentive and individualized care that builds trust, respects the resident/patient preference and communicates the residents/patients culture, values, and beliefs. Therapeutic engagement between the residents/patients and the interdisciplinary care team will result in an overall improvement in the physical, mental, psychosocial and spiritual well being of the residents/patients which equates to an enhanced quality of life.
Improvement in customer and employee satisfaction, reduction in staff turnover and falls at Chapel Manor will be a catalyst to execute the patient centered care concept within the organization.
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