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A Revolutionary Strategy that Nets Results
Lolma Olson, President of Sage Consulting, is a long-time affiliate and friend of Wendy Leebov. She has developed an amazing program called
First Touch®
which transforms the nurse patient relationship. Wendy has said:
“This strategy helps nurses institute standard practices at the bedside which establish and sustain a strong connection and trusting relationship between patient and caregiver. Everybody wins! Patients and families experience feeling less anxious and more confident that they’re in good, caring hands. And caregivers LIVE their caring mission and find more satisfaction in their work.”
Taking the best of who we are and connecting
with the best in the people we serve
Developed in collaboration with working nurses,
First Touch®
is a structured program that enhances the personal contact caregivers, patients and their families experience in the healthcare setting. First Touch® builds a base of skills and a culture of support that empowers staff to sustain the program for the long term.
It sounds simple, but without the structure First Touch® provides, healthcare organizations simply don't do anything like it on a regular basis. Integrated into day-to-day operations on the individual and organizational level, First Touch® builds in accountability and sustainability.
The result: lasting organization-wide improvements in patient satisfaction and staff morale. The program also reduces patients' fear and anxiety, and improves patient safety.
"We are extremely pleased with the patient and staff satisfaction results from our First Touch® implementation. What’s made it successful is the consistent, structured approach, and we’re sustaining the program and the results."
Kathy Davis, VP and CNO, Patient Care Services
Presbyterian Healthcare Services, Albuquerque, NM
Benefits
- Patient satisfaction scores increase quickly and are sustained.
- Staff satisfaction scores improve as caregivers enjoy their work more and find it more meaningful; as a result, staff turnover is also lower
- Patients use their call lights less often because they are less anxious and needy.
- Patients and families understand that they have the full attention of every caregiver.
- Patient safety increases as caregivers learn how to fully focus on people and their tasks.
- Program structure increases commitment, respect and teamwork among leadership and staff, and creates shared accountability.
- Shift-to-shift relationships between caregivers improve.
- Caregivers begin seeing the best in themselves and the people they serve, and are able to overcome judgments that can affect care.
Results
Independent
surveys and research
prove that First Touch® works. Below is a compilation of results achieved by St. John’s Hospital Mercy Healthcare System, in Springfield, MO, from 2006 – 2008. Note: These are from the Press Ganey Survey results comparing St. John’s to their Large Hospital database.
Partial List of Organizations Using First Touch®
- Abbott Northwestern Hospital (Allina Hospitals and Clinics) — Minneapolis, MN
- Carondelet Health System (Ascension Health) — Kansas City, MO
- Eden Medical Center (Sutter Health System) — Castro Valley, CA
- Faulkner Hospital (Brigham and Women's Hospital) — Boston, MA
- Hospital for Special Surgery — New York, NY
- Intermountain Healthcare System (21 hospitals and facilities) — Utah, Idaho, Montana
- Presbyterian Healthcare Services — Albuquerque, NM
- Marin General Hospital (Sutter Health System) — Greenbrae, CA
- St. John's Hospital (Mercy System) — Springfield, MO
- San Leandro Medical Center (Sutter Health System) — San Leandro, CA
- Sharp Memorial Hospital (Sharp HealthCare System) — San Diego, CA
- Sharp Mary Birch Hospital for Women (Sharp HealthCare System) — San Diego, CA
Visit the
First Touch® Web Site
The web site has more information on this revolutionary program that increases patient, family and caregiver satisfaction, including
videos
that dive deeper into topics such as Building Connections, Client’s Stories and Origins of First Touch®.
Return from First Touch to Nurse Patient Relationship
Return from First Touch to Quality Patient Experience Home
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