Connors Center-7 Gets High Marks

One patient called it the “quietest medical unit I have ever been on.” A social worker described the staff as “respectful of each other and appreciative of their respective roles.” And residents, attending physicians, nurses and PCAs are routinely heard asking one another and patients, “Is there anything I can do for you?”

These are just a handful of reasons why Gynecology and Gynecologic Oncology staff continue to lead BWH with inpatient satisfaction scores measured quarterly by Press, Ganey®. In addition, Connors Center-7 patients' survey responses consistently put this service line in the 99th percentile when compared with other 500-plus bed academic hospitals that use the same patient satisfaction measurement system.

In February and March, BWH's Center for Clinical Excellence shadowed and interviewed Connors Center-7 staff and patients. “We wanted to understand the floor's processes and see what best practices might be translatable to other inpatient service lines,” said Dorothy Goulart, RN, MS, director of Performance Improvement for CCE.

Goulart credited Kristen Maynard, a senior consultant in Performance Improvement, for leading the review and analysis of Connors Center-7. The three-week study found consistent staff and patient relationships, constant communication and collaboration, a true no-blame environment, and strong leadership - all of which contribute to a high-quality experience for patients and their families. Many staff members commented about feeling valued and appreciated by their peers and supervisors. They also praised the efficient and seamless flow of information throughout the unit, both among staff and between staff and patients and families.

Also, a patient-nurse “repeat care” rate analysis showed that 35 percent of Connors Center-7 inpatients saw the same nurse at least twice during their stays, as daily nursing assignments are based on whether or not a nurse previously cared for that patient.

Similarly, physicians enjoy consistent relationships with their patients. Residents and fellows begin and end their days with patient visits, and the attending physician routinely sees each patient at least once a day.

“Our standard of care in this service provides patients with a strong sense of caring, commitment and continuity by the entire staff,” said Ross Berkowitz, MD, director of Gynecology and Gynecologic Oncology.

“But our nurses deserve the lion's share of the credit. If a patient is anxious, requires immediate attention and wants explanations, the nursing staff is right there every minute of the day,” he said. “If the patients feel well-cared for, it's because of the nurses.”

Bernadette Quigley-Lavoie, RN, nurse manager of Connors Center-7, also praised her nursing staff, care coordinators, unit associates and coordinators, PCAs and social workers for setting the tone.

“Everyone feels valued, appreciated and respected, and that comes from the top,” she said.