Leadership Rounding: Identifying Opportunities for Improvement

At Stony Brook University Hospital, we are committed to partnering with patients, families and caregivers throughout their healthcare experience. With this goal in mind, we have implemented a structured Executive Leadership rounding program last fall.

Executive rounding is a focused, intentional approach whereby “C-Suite” (Chief Executive Officer, Chief Operating Officer, Chief Medical Officer, Chief Nursing Officer, Chief Patient Experience Officer, etc.) leaders round on both patients and staff to build trust, facilitate open communication and help to connect us to our mission.

While simple in its premise, the impact of leader rounding is profound. Multiple studies have shown its positive impact on the patient experience as measured through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. Leader rounding creates a safer environment and improves employee engagement.

On a bi-weekly basis, executive teams rotate through different locations within the hospital to gather information on what is working and where there are opportunities for improvement – directly from patients in real time. The primary goals are to increase leadership visibility for the purpose of Identifying and addressing barriers to delivering care, improve the patient experience, and offer support and recognition to the entire healthcare team.

As we develop the rounding schedule, units with opportunities to improve HCAHPS and Press Ganey scores are being prioritized. When an issue arises, executive team members will collaborate with staff members to resolve the issue immediately, but all issues and concerns are collected electronically and follow-up items are identified. In order to prioritize the follow-up and ensure accountability, information is reported out at C-Suite meetings and provided back to unit/departmental leadership to close the communication loop.

So far, the rounds have been well received by staff, physicians and patients. As part of the roll-out of the program, it was important to let staff know that the purpose of the executive rounds is not to "check up" on our patient care and support staff, but rather to help our staff understand that the commitment to our patient experience starts at the very top of our organization. I find it helpful that I am paired with one of our clinical leaders when conducting these rounds so that our patients will understand that senior management and clinical leadership are working together as a team.

In most situations, the patient – and oftentimes their family members – are very pleased to have an opportunity to speak to the hospital CEO and other senior leadership staff about their care. Patients may also use this as a chance to tell us something that is difficult to hear about their care, but that we need to hear.

My favorite part of the process is when I ask if the patient wants to recognize a staff member for providing excellent care. This important information gives me an opportunity to connect with our staff on a very personal level. Every time I hear a compliment, I make certain to pass that compliment along to the employee who received it, and, in some cases, we have been able to recognize the staff person  with the patient being present, which is wonderful.

Executive leadership rounds has allowed our team to gain valuable insights that we might not otherwise be able to obtain. Many thanks to Nicole Rossol and all of the staff who were involved in implementing this program, and to our executive team for their commitment to this important initiative. It demonstrates how important patient care and the patient experience is to the leaders of our organization, it improves our visibility throughout the hospital, and it models our behavioral expectations for the entire organization. It also gives us the opportunity to recognize nursing and other care providers who deliver high-quality care to our patients every day.

Carol