IDEAS Orlando
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Naval Hospital Jacksonville
Naval Hospital Jacksonville (NHJAX) engaged IDEAS to evaluate various aspects of its current operations related to the patient experience, patient safety, and organizational and staff effectiveness. To that end, IDEAS developed a broad range of recommendations for change management and the creation of Patient Service and Experience Standards. These included spatial, behavioral, and experiential guidelines for creating and delivering an engaging, new patient experience that includes pre-arrival, entry, and wayfinding.
In addition, the IDEAS team identified a number of ways to enhance teamwork and leadership across the organization, including improvements of leadership communication of the Naval Hospital’s Patient Safety Story and TeamSTEPPS, a communications program developed by the DoD to improve the key aspects of teamwork.
Using IDEAS’ proprietary StoryAnalyticsTM process, trends and cultural drivers, prevalent norms, and issues were uncovered that directly impact organizational effectiveness, the patient experience, and most importantly, TeamSTEPPS and patient safety. As a result of this work, NHJAX is reassessing how it implements TeamSTEPPS, especially in settings that rely more on individual performance, are less at risk of accidentally producing an adverse outcome, or are non-patient-facing or non-clinical. IDEAS will also be part of the reformulation of TeamSTEPPS tools to focus them more broadly on overall performance in addition to patient safety.
NHJAX also wanted to transform their current In-Doc Orientation for new employees and transferring Navy personnel. IDEAS was able to provide a pathway to transform that experience from what everyone at NHJAX admitted was not in the best interest of new members to the team, into an exciting experience that truly engages them with the NHJAX mission and values while also accomplishing many of the mandated goals set by the U.S. Navy. Recommendations included the development of a range of media tools to enliven the experience.
Like so many of IDEAS’ assignments, many recommendations detail actionable steps that can be carried out by NHJAX staff. Some call for the creation of new training protocols, specific media elements for internal and external marketing, and eLearning components for a larger set of training initiatives.
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