11:15 am-12:15 pm
Room: 222 ABC North

Changing Culture Through Real-Time Feedback: A Hand Hygiene-Focused Intervention
Presenters: Erin Lightheart and Suzanna Ho

This session will describe a professional feedback intervention to improve hand hygiene compliance through the use of real-time feedback. Feedback training was given to inpatient oncology units at an academic medical center. Results were improved hand hygiene compliance of up to 14 percentage points. The feedback process was based on the Vanderbilt professionalism model. Participants of this session will learn the components of effective feedback and practice giving and receiving feedback to one another. They will learn strategies to overcome barriers to affecting culture change within a team and considerations for expansion. Hand hygiene compliance continues to be a foundation for a robust infection control program. More broadly, instilling a culture where feedback is readily provided and welcomed by all is critical to strengthening team work and supporting continual improvement.

Learning Objectives:

  • Formulate a personal practice in giving and receiving feedback
  • Design a feedback program customized for a particular setting and team(s)

Erin Lightheart serves as Senior Improvement Advisor at the Hospital of the University of Pennsylvania (HUP). Since joining HUP in 2017, she has guided inpatient process improvement efforts within oncology, surgery, and intensive care. Primary areas of focus include reducing readmission rates, reducing rates of healthcare associated infections, minimizing vacant bed time, and developing processes to ensure smoother transitions in care. She loves her work! Having begun her process improvement career in 2010, Lightheart is a certified Project Management Professional and ASQ Six Sigma Black Belt. She specializes in the analysis of data over time and the use of data visualization to guide intelligent decision making. For her, the fundamental purpose of process improvement is to design processes that make it easy to do the right thing and hard to do the wrong thing. Her motivation in life is to help teams accomplish their goals with ease, joy, and clarity.

Suzanna Ho is the Coordinator of Patient Safety & Quality and Patient Safety Officer for the Hospital of the University of Pennsylvania. Key strategy of the patient safety program is to continually improve safety culture. Safety culture includes the ability for staff to speak up when they observe a patient safety issue, including missed hand hygiene opportunities. Ho previously worked as a Registered Nurse in emergency medicine and flight transport medicine, areas that required high levels of coordination and teamwork for critically ill patients. This has informed her passion in building people, processes, and systems that support best practices for patient safety.

Audience Level: Core/Early
Topic: Patient Safety
Date: September 16