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Crit Care Nurse 2003 Aug; 23(4): 96-95
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In Our Unit

Accept No Less Than Caring Behaviors

Sandy Soldwisch, RN, PhD, ANP, APRN-BC
 Cynthia Lockhart, RN, MSA, CCRN

Sandy Soldwisch was the education specialist and Cynthia Lockhart is the Open Heart Program coordinator at Mt. Sinai Hospital, Chicago, Ill. For more information about the caring behaviors effort, contact Lockhart at (773) 257-5391; e-mail, loccy{at}sinai.org.

"In Our Unit" highlights unique practices, innovations, research, or resourceful solutions to commonly encountered problems in critical care areas and settings where critically ill patients are cared for. If you have an idea for an upcoming "In Our Unit," send it to CRITICAL CARE NURSE,101 Columbia, Aliso Viejo, CA 92656; fax, (949) 362-2049; e-mail, ccn{at}aacn.org.

Mount Sinai Hospital, a 432-bed acute care facility in Chicago’s inner city, faces many of the challenges that other US hospitals do. Its long history of providing care to anyone in need has fostered unique situations for both human and economic resources.

Despite these challenges, the Patient Care Services Leadership Team has reaffirmed a strong commitment to providing quality service to patients and staff alike. The team has developed strategic and action plans to build a thriving workforce with a focus on caring behaviors. In examining the care environment, several areas needing improvement and strategies to create the desired environment were identified.

One key driver in both the strategic and action plans is the aggressive development and support of caring behaviors. Likewise, extinguishing negative behaviors is also a key driver.

To achieve a caring behaviors environment, several activities were planned. Priority was given to developing respectful human interactions. This component is addressed through several means: leadership, team role modeling, staff role modeling, in-services regarding appropriate communication techniques, scripted interactions, and including caring behaviors into both informal and formal staff evaluations.

Role Models

Staff role models were identified early in the project and acknowledged for their excellent frontline or interaction skills. Designated as service ambassadors, they are integrated into in-service activities as peer educators. They also serve the crucial role of reinforcing desired behaviors.

Communication

Communication in-services help to refresh and extend techniques. Initial sessions focused on the importance of communication, the process and social exchanges. These sessions are targeted to all Patient Care Services employees, because all are in contact with patients and each other at some point. Subsequent sessions were planned to advance communication skills from the social to the professional level. These skills are leveled and delivered in select Patient Care Services subsections. To ensure that all patients and staff are approached in a similar, respectful way, it is anticipated that this facet will be ongoing and incorporated into the scripted interactions.

Leadership

As the commitment to nurturing a respectful environment continues, the program will encompass ongoing support and role modeling of the leadership team. Although the theme of "Cultivating a Caring Environment" is shared and spread throughout the facility, the seeds are planted in nursing’s roots and orientation. The analogy to gardening is evident in the logo and artwork used to roll out the campaign and on bulletin boards hospitalwide.

Plans are to continually recognize role models by awarding special buttons, notifying supervisors of exemplary care situations, and providing a special tribute to service ambassadors during Nurses Week.

As the tone is set for acceptable behaviors, a respectful, collaborative and supportive workplace will become the norm and, hopefully, the new standard. Our leadership team is using its strengths to make a caring difference and to promote respect in the delivery of nursing care.





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Right arrow Articles by Soldwisch, S.
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PubMed
Right arrow Articles by Soldwisch, S.
Right arrow Articles by Lockhart, C.

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