- Utilizes professional, respectful, effective communication to delegate and direct unit activities and patient assignments
- Ensures optimal customer service/patient experience by role modeling excellent customer service
- Utilizes lead rounding to communicate with patients and families to enhance the patient experience
- Meets with patient and family regarding feedback and follows up on their issues using effective service recovery techniques
- Initiates, directs, assigns, and coordinates duties to be performed by staff responding to drills, emergencies, or disasters
- Utilizes chain of command to report adverse clinical outcomes, patient perception and disruptive behaviors
- Models compassion, understanding, problem solving and conflict resolution skills in coaching and mentoring staff to assist patients and families having difficulty coping with their illness and/or hospitalization and maintains good public relations
- Ensures staff observance of the National Patient Safety Goals.
- Monitors and ensures compliance with organizational quality dashboard/benchmarking goals.
- Participates with unit manager and other unit members in developing action plans to achieve identified performance improvement objectives: implementation of patient safety goals and research protocols/evidence based practice, cost reduction/control, improving quality of care, efficient and timely patient throughput and improving the patient experience.
- Assesses ongoing unit and patient needs.
- Oversees coordination, communication and facilitation of the patient plan of care in a timely manner, while involving the physicians, staff and other healthcare team members
- Identifies trends in unit quality of care issues and reports to unit manager and clinical nurse specialist/educator
- Follows up and provides ongoing feedback on staff performance and provides feedback to the unit manager.
- Attends the huddle meetings as appropriate.
- Develops a plan with the unit manager and/or the nurse staffing office to meet unit staffing needs
- Determines unit priorities for shift with regard to patient care, patient flow, staffing and distribution. Makes patient care assignment based on patient needs/acuity, staff competencies, skill mix and staffing matrix. Facilitates staff breaks.
- Assists with the management of efficiencies of unit activities to meet established productivity standards Serves as liaison between other nursing departments to expedite admissions/transfers; receives report and facilitates transition Accommodates admissions and transfers to full bed capacity with minimum delay; notifies Unit Manager of potential resource issues
- Takes a patient assignment as needed and provides meal and break relief coverage.
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