Operational Excellence

Document Type


Publication Date

Fall 9-6-2019


Operational Excellence, Maine Medical Center

MeSH Headings

nurses, tertiary hospital, quality improvement, patient engagement, patients, baseline survey, root cause analysis, specialists, educational materials, goal followup survey, staff


It is estimated that 65% of the population are visual learners. With that in mind, a team of cardiac nurses in a large academic tertiary hospital developed a quality improvement project to hopefully improve patient engagement as well the patients’ perception that the nurses explained things in a manner that they could understand.

Baseline patient survey scores for the question, “Nurses Explained Things In A Way That I Understand”, were under the 75thpercentile for a period of 9 months. A root cause analysis was conducted and it demonstrated numerous reasons for this score.

Several countermeasures were instituted to include the use of I Pads for patient education. In conjunction with the hospital IT specialists, cardiac educational materials were developed and videos chosen for I Pad use. A daily KPI was established to track progress of their i Pad usage goal.

Follow-up survey results demonstrated significant improvement post I Pad implementation to the question “Nurses Explained Things In A Way That I Understand”. Next steps include further education of nursing staff on educating patients in the use of I Pads as well as adding other cardiovascular educational materials.