Ascension St. Vincent's Clay County found the key to improving patient experience wasn't in new technology or complex programs. Instead, Chief Nursing Officer Sadie Durham and her team returned to core nursing practices.
"We recognized that the things that should be in place, such as hourly rounding and bedside shift reporting, were not taking place consistently," Durham said. "We said, 'Let's go back to the fundamentals.'"
They launched the initiative after patient feedback revealed opportunities for improvement: response times, communication and care team connections. Staff turnover had created an opportunity to refocus on fundamental nursing practices.
In late 2024, Durham's team required all 275 inpatient nurses and patient care technicians to attend education sessions. The training addressed bedside shift reporting, where outgoing and incoming nurses exchange information at the patient's bedside rather than at the nurses' station. Sessions also covered hourly rounding, which ensures patients have their needs met every hour.
"When we do bedside shift reporting, we lay eyes on the patient together," she said. "This ensures that patients are involved in their care and that information being exchanged is consistent with what the staff are seeing."
The hospital trained charge nurses first, making them champions who could model the behavior. They were able to answer questions during training and implementation. Leaders then validated that staff understood the processes through direct observation.
Patient experience scores jumped nearly 40 points within months, earning the hospital best in market recognition.
"Everything is so modernized with technology, but we decided to return to one of the core pillars of nursing," Durham said. "It ensures that patient needs are anticipated, correct information is exchanged and patients are at the center of the communication."
The initiative shows that even as healthcare evolves rapidly, compassionate and attentive nursing care remains essential.
