Improving Patient, Family, Caregiver Communication and Facilitating Care Transitions
Maimonides Infants & Children's Hospital
Since its designation as a Children's Hospital by the National Association of Children's Hospitals and Related Institutions, Maimonides Infants & Children's Hospital (MICH) has continually worked to provide the highest levels of quality care in all pediatrics subspecialties. Serving over 750,000 children of diverse ethnic, cultural, and linguistic backgrounds in South Brooklyn, MICH identified the need to improve communication between healthcare professionals, patients, and their families. Through interviews, evidencebased research, and research from other children's hospitals, the Capstone team identified key communication problems and compiled and analyzedthisresearchtoproducerecommendations that MICH can use as it expands services, develops communication strategies, and creates mechanisms to evaluate and measure the organization's success in fulfilling its mission.
New York City Health and Hospitals Corporation
Given the high rates of teenage pregnancy in the Bronx, HHC developed a comprehensive preand postnatal program to address the full range of medical, social, and psychological needs of adolescent mothers and their infants. In July 2010, the Butterfly project was piloted at Jacobi Medical Center – an HHC facility with a particularly high rate of teen births. The program consists of protocol care, a hospital discharge checklist, Care Coordinators, labor and delivery simulation class, and peer support groups. The Capstone team conducted a feasibility study to assess whether the program could be replicated at other HHC facilities and a process evaluation to measure the effectiveness of the program. The team also created a literature review of best practices found in similar programs. As a final deliverable the Capstone team constructed a patient satisfaction survey tool to evaluate participants' birthing experiences at Jacobi Medical Center.
Enhancing Growth Strategy for the NYU Amputee Support Program
New York University Langone Medical Center Rusk Institute of Rehabilitation Medicine
The NYU Rusk Institute of Rehabilitation Medicine was established in 1948 with an aim of providing care for the entire patient and not just a particular disability. The NYU Amputee Support Program (NASP) was created in August 2008 to further advance the institute's dedication to excellence in meeting the emotional, psychological, and social needs of its patients. The Capstone team was tasked with evaluating the program's strengths and shortcomings before the program expands locally and nationally. The team conducted focus groups to gather information and feedback from current NASP members and nonsupport group members. The team then compiled and analyzed these findings to develop a set of recommendations to help Rusk define the program's growth strategies and enhance its infrastructure.
Strategies for Improving Inpatient Satisfaction
Veterans Affairs' New York Harbor Healthcare System
The Veterans Health Administration is the branch of the U.S. Department of Veterans Affairs that delivers healthcare to veterans and their families. The Capstone team worked with VA New York Harbor Healthcare System (NYHHS) to assess how the organization could improve its overall inpatient satisfaction scores on national Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. The team examined the following areas of interest: involvement in medical decisionmaking, staff responsiveness to patient needs, and patient perception of care received. The Capstone team conducted site visits and patient interviews, analyzed HCAHPS scores, reviewed best practices, and produced a literature review in order to evaluate veterans' experiences at VA NYHHS facilities and identify key variables impacting patients' perceptions of the care they receive. The team provided NYHHS with a set of evidencebased, feasible, and sustainable recommendations for improving inpatient satisfaction.