Teamwork, collaborative culture reflected in Observation Unit's patient experience scores | Ascension

Teamwork, collaborative culture reflected in Observation Unit's patient experience scores


In August, the Observation Unit at Ascension Via Christi St. Francis achieved a perfect patient experience score, helping further boost the unit's impressive YTD score that already is among the tops ministry wide.

The unit primarily cares for ER patients who do not meet inpatient criteria, but could benefit from their care team having an extra 24 to 48 hours to determine whether they need to be admitted or can be safely discharged home or to another level of care.

"During senior leader rounds, we've encountered associates who are happy, enthused and engaged," says Carla Yost, chief nursing officer for Ascension Kansas.

Matt Tyler, the unit's nursing manager, gives the credit for the positive gains in patient experience to his team, the goals they have set together and the culture they have established.

"This is one of the best teams I have ever worked with," says Tyler, who has been in his current role for the past two and a half years. "Everyone works together well and are very welcoming to all newcomers. They excel at collaborating with each other and with other disciplines and units."

In addition to the unit's teamwork and multidisciplinary collaboration, there is a "relentless focus on process improvement, driven by nurses providing care at the bedside."

For example, Tyler and his team engaged Physical Therapy to partner with them in a pilot mobility program designed to help ensure that patients are up and active as soon as they can. That's led to a decrease in the unit's length of stay and an increase in the number of patients who can be discharged to their home rather than requiring additional support.

In May, Tyler assumed responsibility for Pediatrics and Neurology Services, also high performing units in terms of patient satisfaction.

"Matt's disciplined work ethic, core values of inspiration, and visibility to those he leads distinguish him as a top leader," says Yost. "He has made teamwork a top priority and continually lifts and inspires those with whom he serves.

"Congratulations to Matt and the Observation Unit team for their outstanding contributions in providing exceptional patient care."