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  1. Moving Out of the Red Zone : Addressing Staff Allocation to Improve Patient Satisfaction.

    Article - En anglais


    Each summer, Hermann Hospital (Houston), like virtually all health care organizations, faces staffing challenges because of employee vacations, increased patient load, and staff turnover.

    A « zone » system was developed to address staff allocation, which was identified as a factor in deterioration of the hospital's patient satisfaction performance.

    Zone system : Every day, each unit or department designated the zone most appropriate based on factors identified in root cause analysis-high patient census, high patient acuity, emergent activity, and the number of float, agency, or unfamiliar staff members.

    A green zone defines conditions where the staff is very comfortable ; yellow reflects increased activity ; and red indicates that staff members are stressed and overwhelmed with patient needs.

    Action steps : Management's action steps included decreasing the nursing vacancy rate to minimize reliance on agency and float staff members and securing longer-term commitments from temporary staff members.

    Individual units also generated contingency plans, such as identifying a « partner unit » to provide shared staff members, supplies, and other assistance.


    The percentage of patients rating their overall experience at Hermann Hospital as « good » or « excellent » increased from 83% in August 1997 to 89% in August 1998, despite increases in admissions, patient days, operating room cases, and emergency deparment visits. (...)

    Mots-clés Pascal : Hôpital, Performance, Evaluation, Echelle, Congé, Gestion personnel, Satisfaction, Utilisateur

    Mots-clés Pascal anglais : Hospital, Performance, Evaluation, Scale (size), Vacation, Staff management, Satisfaction, User

    Notice produite par :
    ORS Auvergne - Observatoire Régional de la Santé d'Auvergne

    Code Inist : 002B30A11. Création : 14/12/1999.