ABSTRACT
OBJECTIVE: The research objective was to determine the expectations of and satisfaction with the healthcare coach (HCC) role among hospitalists and staff RNs, as well as expectations of case managers who collaborate with them. BACKGROUND: Care transitions occur when patients move from 1 care setting or provider to another. The Centers for Medicare & Medicaid Services developed the Community-Based Care Transitions Program to address readmission, patient safety, improved quality of care, and cost savings. METHODS: A cross-sectional study measured level of satisfaction and explored qualitatively the expectations regarding the HCC role among hospitalists and staffs RNs. Case managers were surveyed regarding expectations of the HCC role. The HCCs were surveyed regarding their new role experiences. RESULTS: On a Likert scale of 1 to 5, satisfaction with the HCC role by staff nurses averaged 3 (neutral), whereas hospitalists' mean satisfaction was 4 (satisfied). From the qualitative data, 6 themes emerged among participants: personal qualities, care navigation, system perspective, collaboration/teamwork, challenges/role confusion, and future role benefits. Two additional themes were identified by the HCCs: new knowledge and helpful skill sets. CONCLUSIONS: We recommend further evaluation of the HCC role in other organizations and across care settings.
Subject(s)
Counseling/methods , Inservice Training/organization & administration , Institutional Management Teams/organization & administration , Interprofessional Relations , Organizational Innovation , Attitude of Health Personnel , Cross-Sectional Studies , Humans , Job Satisfaction , Total Quality ManagementABSTRACT
Over the past decade, there has been much attention called to the reality of errors occurring in healthcare that jeopardize patient safety. Not only has this attention and reality caused angst and concern for persons and families that may require healthcare but it also causes significant angst and concern among care providers themselves. In response to the reality that 44,000 to 98,000 deaths occur annually because of medical error, regulatory organizations developed standards to achieve compliance with safe practice and delivery of care and to increase accountability. To promote more open, consistent, and reporting without fear of retribution, Just Culture philosophies are increasingly evident in healthcare organizations. These Just Culture organizations are described as taking a fair and balanced approach to event reporting, learning from mistakes, and holding persons and the organization accountable.
