Measures/NSI on unit and Enterprise level MJR: Patient Centeredness (Service) Essential Function: 4 3 2 1 Consistently exceeds Occasionally exceeds Meets expectations Does not meet expectations Service: Encourages colleagues to Role Models the importance of Performs hourly rounding Not performing hourly Rounds on outcomes on complete hourly rounding hourly rounding based on based on organizational rounding based on the patient according to based on organizational organizational standard. standards organizational standard organizational standard. standard and holds the NCT Delegating to the NCTs to guidelines accountable to complete the perform hourly rounding. task Performs hourly rounding for colleagues when unable to do so (ex: code, decline, etc) Service: Promotes/Encourages Role models positive and Models Behaviors and to demonstrate respect Models behavioral positive and professional professional behavior. expectations and and professionalism. Uses expectations and behavior from team Consistent positive feedback demonstrate service to all. negative tone and facial demonstrate service members-Clinical Leaders on from customers. Demonstrates expression. Substantiated excellence to all customers the unit always goes over patients/families/colleagues positive and professional patient/family/peer and beyond. Engaged in based on the unit-specific behavior, prompt and complaint and/or manager service initiates for the unit. recognition process. flexible service. No observation to behavior. patient/family/peer complaints. Attitude is supportive of positive unit morale, follow dress code and usage of computer/cell phone appropriately Service: Consistently accommodating Anticipating the special needs builds a therapeutic Not communicating Establishes a Nurse/Patient special needs of and/or circumstances of relationship with appropriately and/or therapeutic relationship patients/families. Finds ways patients and families before patient/family by listening thoroughly with considering the special to better meet special needs they are to occur. Involves and observing carefully and patient/family to identify the needs of the family and of patients and customers. appropriate people before to using communication patient’s needs and special demonstrates foundations of prevent problems. techniques that promote needs not being addressed better communication in
Measures/NSI on unit and Enterprise level MJR: Patient Centeredness (Service) Essential Function: 4 Consistently exceeds 3 Occasionally exceeds 2 Meets expectations 1 Does not meet expectations Service: Rounds on outcomes on patient according to organizational standard. Encourages colleagues to complete hourly rounding based on organizational standard and holds the NCT accountable to complete the task Role Models the importance of hourly rounding based on organizational standard. Delegating to the NCTs to perform hourly rounding. Performs hourly rounding for colleagues when unable to do so (ex: code, decline, etc) Performs hourly rounding based on organizational standards Not performing hourly rounding based on the organizational standard guidelines Service: Models behavioral expectations and demonstrate service excellence to all customers Promotes/Encourages positive and professional behavior from team members-Clinical Leaders on the unit always goes over and beyond. Engaged in service initiates for the unit. Role models positive and professional behavior. Consistent positive feedback from patients/families/colleagues based on the unit-specific recognition process. Models Behaviors and expectations and demonstrate service to all. customers. Demonstrates positive and professional behavior, prompt and flexible service. No patient/family/peer complaints. Attitude is supportive of positive unit morale, follow dress code and usage of computer/cell phone appropriately to demonstrate respect and professionalism. Uses negative tone and facial expression. Substantiated patient/family/peer complaint and/or manager observation to behavior. Service: Establishes a Nurse/Patient therapeutic relationship considering the special needs of the family and demonstrates foundations of Consistently accommodating special needs of patients/families. Finds ways to better meet special needs of patients and customers. Anticipating the special needs and/or circumstances of patients and families before they are to occur. Involves appropriate people before to prevent problems. builds a therapeutic relationship with patient/family by listening and observing carefully and using communication techniques that promote better communication in Not communicating appropriately and/or thoroughly with patient/family to identify the patient’s needs and special needs not being addressed
2015-RN-PE-Rating-Guidelines.docx