CHICAGO--()--A first-of-its-kind study examining nurse perceptions of hospital support service functions reveals key behaviors for collaborative relationships between these groups and identifies areas in which service can be improved. The work, presented today at the American College of Healthcare Executive’s 2008 Congress on Healthcare Leadership, was conducted jointly by the American Organization of Nurse Executives (AONE) Institute for Patient Care Research & Education, ARAMARK Healthcare and the Studer Group. The findings and resulting outcomes will help improve patient care and the overall patient experience.
“The services we provide have a number of patient touch points, and we intend to incorporate this research into our Impact in Action strategy to become more collaborative with nursing units and help to improve patient care.”
“This research provides a fact-based benchmark for improving nurse and support service relationships,” said Pamela Thompson, MS, RN, FAAN, chief executive officer of AONE. “We believe that nurse leaders who use this information, in combination with the Guiding Principles for Relationships among Nursing and Support Services in the Clinical Setting, developed in 2007 with ARAMARK Healthcare, will be better equipped to nurture collaboration within their organizations and improve patient outcomes.”
Findings show that nine key themes are important to nurses when working with support service groups: communication; team work and adaptability; availability and accessibility of staff and resources; timeliness of response; compassion, consideration, positive approach and professionalism; knowledge of the job; proactive behavior; coordination of care; and responsibility and accountability.
Additionally, the study identified gaps between nursing’s expectations of support service groups and current service. These expectations include freeing up time so nurses can do their jobs; taking personal accountability when tasks are not completed; letting others know when and if there will be a delay in service; and providing adequate number of staff to do the job.
Nurses also identified “must have” needs that are essential to good nursing/support service relationships. They include interacting with others in a positive manner; performing duties correctly; providing important resources; and contributing to a safe environment.
“Among the key findings of this work is the opportunity that ARAMARK Healthcare has to ensure that our services and strategy are closely aligned with nurses to enable them to spend more time at the patient bedside,” said Robert W. Carpenter, President of ARAMARK Healthcare. “The services we provide have a number of patient touch points, and we intend to incorporate this research into our Impact in Action strategy to become more collaborative with nursing units and help to improve patient care.”
About the study
Psychological Associates, a Saint Louis based consulting company, was awarded the grant to conduct this research. The survey was distributed to more than 4,000 nurses across the United States. The average age of the more than 1,300 respondents was 45. Results of the survey were validated against SERVQUAL and Maslach Burnout Inventory data.
The study was focused on what the research team calls the “traditional 8” support services, which include:
1. Food and nutritional services
2. Environmental services
3. Clinical equipment services
4. Facilities management
5. Patient transport
6. Laundry and linen
7. Central supply/materials management
8. Security
The research aligns with AONE’s strategic goal to improve the workforce environment for nurses and aims to support nursing satisfaction and retention, which are linked to patient satisfaction and quality outcomes. This work is designed to augment The Guiding Principles for Relationships among Nursing and Support Services in the Clinical Setting, a series of principles driven by AONE and ARAMARK Healthcare, aimed at helping hospitals improve relationships among nurses and support service groups. These principles are available through AONE and were developed with input from more than 50 top nurse executives.
About American Organization of Nurse Executives (AONE)
The American Organization of Nurse Executives (AONE) is the national professional organization for nurses who design, facilitate and manage care. With more than 6,000 members, AONE is the voice of nursing leadership in health care. Since 1967, the organization has provided leadership, professional development, advocacy and research to advance nursing practice and patient care, promote nursing leadership excellence and shape public policy for health care. AONE's 48 affiliated state and metropolitan chapters and its alliances with state hospital associations give the organization’s initiatives a regional and local presence. AONE is a subsidiary of the American Hospital Association.
About the AONE Institute for Patient Care Research & Education
The Institute is a 501(c) (3) unit of the Health Research and Education Trust, and was launched in 1999. It is designed to support research and special projects that further AONE’s mission and vision in the areas of nursing leadership, patient care excellence and health care policy.
About ARAMARK Healthcare
ARAMARK Healthcare is a leader in providing best-in-class non-clinical services that are essential to healthcare delivery. Understanding that clinical excellence and the environment are interdependent, ARAMARK Healthcare directly impacts the entire healthcare continuum – patient, employee, nurse and physician satisfaction, operational efficiency and service excellence. Through its facilities, food and clinical technology services, ARAMARK Healthcare helps more than 1,000 hospitals and senior living facilities deliver the optimal experience for patients and residents, their families, and the physicians, nurses and staff who care for them. For more information visit www.aramarkhealthcare.com
About Studer Group
Studer Group is a healthcare consulting company that helps organizations achieve superior operational performance by implementing tools and techniques created by Studer Group. The Studer Group has created a national learning lab through its work with over 450 healthcare facilities across the U.S. The company impacts patients, nurses, physicians and healthcare workers at all levels through its coaching, speaking, national seminars and resources (including software solutions). The Studer Group is dedicated to making healthcare a better place for employees to work, physicians to practice and patients to receive care. For more information visit www.studergroup.com
About Psychological Associates
Now in its 50th year, Psychological Associates continues to create consulting services and training workshops for health care organizations made to order by health care professionals. By applying behavioral science to the workplace, we craft solutions that improve communication, collaboration, decision-making and teamwork – optimizing the positive behaviors and interactive skills needed to sustain a healthy work environment and achieve nurse and patient satisfaction.
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