SHM Converge Scientific Abstract ePoster Gallery-Improving Communication and Throughput During Covid-19

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The document describes how Kent Hospital in Rhode Island improved communication, patient satisfaction, and hospital throughput during the COVID-19 pandemic. Rhode Island was heavily affected by COVID due to its dense population, older and lower-income residents, and large immigrant community. As the hospital became overwhelmed, nearly half of its patients were COVID-positive, creating major discharge challenges because many patients remained test-positive after symptoms resolved and could not easily return home or be accepted by nursing homes.<br /><br />To address these problems, Kent Hospital used a multifaceted strategy. It introduced specialized communication teams, additional staff training through Gemba board meetings, and new communication tools such as white boards and iPads. The hospital also opened a Field Hospital for medically stable COVID patients requiring 6 liters of oxygen or less. This freed beds in the main hospital for sicker patients and allowed care managers to focus on discharge planning, oxygen setup, and home services.<br /><br />The results were positive. Press Ganey scores showed improved communication with both nurses and physicians despite visitor restrictions and masking. Overall patient satisfaction increased from 59.3 to 64.6, an 8.9% improvement from 2018. During the peak period with the Field Hospital open, the gap between average length of stay and expected length of stay decreased by 0.5 days. The hospital also maintained surgical and endoscopy volumes more effectively than before. Quality metrics improved as well, with Leapfrog rising from C to B and CMS ratings improving from 2 to 3 stars.<br /><br />Overall, the hospital’s communication and operational interventions helped improve patient experience, throughput, and quality during the pandemic.

Asset Subtitle

Erin Hogan

Meta Tag

Author List Erin Hogan

Category Research

Concept Communication Strategy

Concept Patient Communication

Concept Hospital Flow

Concept Field Hospital

Concept Discharge Process

Distinguished Non-Finalist

Presenter Organization Kent Hospital

Presenting Author Erin Hogan

Track Communication

Keywords

Kent Hospital

Rhode Island

COVID-19 pandemic

patient communication

patient satisfaction

hospital throughput

Field Hospital

discharge planning

Press Ganey scores

quality metrics

Communication Strategy

Patient Communication

Hospital Flow

Field Hospital

Discharge Process