Checklists in community care: reducing differences in care delivery between regular and relief staff to improve consistency and client experience.

BMJ Open Quality
Swapnil RegeJing Hong

Abstract

Today, healthcare is more complex than just ensuring clients receive quality care; it also involves consistently delivering excellent client experience. A non-profit community support services agency conducted an extensive diagnostic journey to determine root causes of inconsistent care delivery between regular and relief frontline staff. Clients and family caregivers noted lower satisfaction in care delivery when a relief staff (ie, internal staff or an external agency that is covering a shift) provided service in comparison with their regular staff. The diagnostic journey discovered that the shift exchange process-when outgoing staff transfers critical knowledge to incoming staff for continuing care-varied significantly between the 11 service locations, leading to a lack of consistent service delivery, thereby impacting client experience. A working group consisting of Supervisors of Client Services, Personal Support Workers (PSW) and management were tasked with process mapping the current state, highlighting gaps and outlining the ideal state of the shift exchange process. Using best practices from the aviation industry, a checklist was developed that encapsulated all the critical steps needed to be undertaken for a successfu...Continue Reading

References

Sep 23, 2006·Journal of Critical Care·Brigette M Hales, Peter J Pronovost

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