Aim | Method | Output |
---|---|---|
To conceptualize the problem from the perspective of external customer | Patient feedback survey and subsequent meetings with the leadership | It was realized that parents’ felt that the staff was disengaged, and their top recommendation was to improve responsiveness and communication to meet emotional and informational needs. |
To conceptualize the problem from the perspective of internal customers | Survey and thematic analysis | Top pain points were identified that affected their ability to provide compassionate care: perception of being overburdened, poor connection with work and lack of growth opportunities. |
To identify a conceptual framework for evidence-based package | Literature review of mentorship packages available for nurses | Identification of ‘Caring Mentorship Model’ for application in the service. |
To assign a group of individuals committed to the design of package | Meetings with service and nursing leadership to identify individuals with strengths to inform the package. | Individuals identified with strengths across: human experience, health outcomes, nursing management, compassion and implementation sciences. |
To experience the barriers the staff and supervisors face when delivering patient care and employee care. | Work shadow of frontline staff, discussion on departmental Facebook page, and discussion with the nursing working group | Barriers to patient experience included: 1. Inefficient inter services coordination |
Barriers to employee experience included: 1. High staff-supervisor ratio (1:60) 2. Unequal (or no) access to basic facilities | ||
To identify preconditions and design interventions accordingly. | Regular working group meetings | The following overarching pre-conditions were identified: 1. Hire staff with the right skills for pediatric care 2. Define compassionate experience 3. Have competent head nurses as supervisors 4. Create a culture of compassionate experience |
The following interventions were agreed on: 1. Include paediatric compassion specific nursing education service (NES) orientation program 2. Communicate about compassionate skills, revise career ladder and provide trainings and on-job coaching 3. Strengthen supervision, conduct workshops create checklists and develop dashboards for data visualization 4. Promote compassionate values and recognize high-performing nurses |