Amy Larson leads the WISH division's Patient Experience Team and has spearheaded projects that embody CIRCLES values. Examples include: 10/5 WAY ( Eye contact and smile at 10 ft., greet at 5 ft. with every visitor, staff, and patient); Bedside shift report; AIDET; Leader rounding; Cuddle Time (One hour of uninterrupted time between family and baby); "Every baby has a Name" ( Refer to baby by name); "Human Moment" (connecting with patient on a personal level; Commit to sit (To sit down and converse with family at least once per shift); Language Line at least once per shift; Welcoming Phrase "We're so Glad You're here"; "Just Do It" (Addressing complaint in real time and escalating when needed. As a result, the patient satisfaction scores for the inpatient units have increased over the past year.
Amy consistently models extraordinary behavior and is a role model for such in the WISH division. Patient satisfaction has increased on all inpatient units in the past year.
Amy works very well with other areas and fosters an environment of mutual respect. She can be counted on to do the right thing in even the most difficult circumstances. She is often the first to volunteer for projects and does not hesitate to jump in to help staff the unit. She collaborates well with other departments and is the first to offer assistance when needed. Amy is well respected by her staff and peers.
Amy supports and drives unit initiatives and always puts the patient at the forefront of every effort. She is an expert at "rallying the troops" to see the value in improved processes and ultimately in ensuring successful initiation.
One staff member said that "it is hard not to be positive with Amy around".
Amy takes the time to recognize bedside nurses and techs. She makes gifts for them and ensures that they receive recognition when they are mentioned in leader and staff rounding.
Amy recently received recognition at the Patient Safety Fair for her work on the Power of the P's, an initiative that will help improve patient's comfort, increase patient satisfaction, decrease adult and infant falls, maintain skin integrity, increase staff satisfaction, enhance staff visibility, improve nurse/patient communication and decrease call light usage.
Amy organizes staff recognition events, such as hot cocoa and candy canes for the staff during the busy month of December.
Amy is professional in every way. She works tirelessly alongside the staff and Management team to ensure that the best outcomes are achieved for our patients.
Amy has attended conferences to gain insight and has brought back valuable information to help improve the manner in which we deliver care. The multiple initiatives mentioned above are examples of how Amy has leveraged her knowledge for the good of our patients.