In September, 2011, the Marc and Laura Andreessen Emergency
Department (ED) at Stanford Hospital & Clinics was awarded the
Emergency Nurses' Association (ENA) Lantern Award. Representatives
from the ED traveled to Tampa, Florida to accept the award.
The Lantern Award, as described by the ENA, "is a recognition
award granted to emergency departments that exemplify exceptional and
innovative performance as it relates to leadership in practice,
education, advocacy and research." An emergency department
honored with the Lantern Award must demonstrate a commitment to
quality, a healthy work environment and accomplishments in
incorporating evidence-based practice and innovation into emergency care.
At Stanford, the use of Shared
Governance and the formation of six councils have played a large
role in the success of the ED. The ED Call Back Nurse project was
highlighted as a successful and innovative program. The call back
nurses speak with many patients each day, helping them connect with
Clinic appointments, answering questions related to a recent ED visit,
and increasing patient satisfaction with a personal touch.
Patient satisfaction scores were discussed as an example of
opportunities for improvement in customer service. The ED implemented
a comprehensive approach to improve patient satisfaction, focusing on
improving communication between physicians and patients, decreasing
delays, facilitating access to the ED, and enhancing the physical work environment.
Other topics discussed in the application process were, mitigation
of violence in the ED workplace, security and the metal detector,
employee engagement scores, and systems and processes for patient
flow. Communication using C-I-CARE principles was a key element
discussed as a standard for the ED staff with each other and with patients.
Exemplars presented in the application included:
Why a traveling nurse chose to apply for a permanent position
in the ED.
How safe patient care is ensured.
Communication handoff processes.
To demonstrate how the ED focuses on promoting education, the ED
explained how the staff is shaped through education programs and
competency validation. The methods for orienting new staff and ongoing
nursing staff development were also described: for example, each nurse
is required to attain and continue certification for Basic Life
Support, Pediatric Advanced Life Support, Advanced Cardiac Life
Support, Trauma Nursing Core Courses, and Stroke Education.
The ED staff is grateful for the generous donations from Marc and
Laura Andreessen, who are helping them achieve Stanford Health Care's
mission of healing humanity through science and compassion, one
patient at a time.