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Slide 1
Title Slide |
(CUSP logo) |
The “Role of the Nurse Manager” module of the Comprehensive Unit-based Safety Program (CUSP) Toolkit. The CUSP toolkit is a modular approach to patient safety, and modules presented in this toolkit are inter-connected and are aimed at improving patient safety. |
Slide 2
Learning Objectives |
- Understand the responsibilities of the nurse manager
- Understand the leadership and management roles of the nurse manager
- Learn about key business and health care improvement frameworks
- Learn about the quality improvement measures that nurse managers use
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- Understand the responsibilities of the nurse manager
- Understand the leadership and management roles of the nurse manager
- Learn about key business and health care improvement frameworks
- Learn about the quality improvement measures that nurse managers use
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Slide 3
What is a Nurse Manager? |
- Nurse managers embody a nurse and executive roles
- Typically report to a superior in nursing: director, chief nursing officer, or vice president of nursing
- Responsible for functions of the unit:
- Staffing, employee satisfaction
- Safety and quality
- Customer satisfaction
- Budgeting
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Male and female nurse managers |
Slide 4
Why Are Nurse Managers So Important? |
- Nurse managers lead the care efforts on their units
- Nurse managers benefit patient safety and quality through their leadership
- Nurse managers support nursing staff in preventing patient harm
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Slide 5
The Nurse Manager's Dual Roles |
- Nurse managers wear two hats: They deliver clinical care and serve as administrative leaders.
- Represent and support their staff (staff)
- Mentor and coach nursing staff
- Listen to concerns and provide counsel
- Represent their unit and staff within the hospital
- Oversee unit-based operations (administration)
- Financial
- Human Resources
- Customer-/patient-focused care delivery
- Regulation and unit-based protocol
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Slide 6
Oversee Unit-Based Operations |
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Video icon
Click to play |
Slide 7
The Leadership and Management Roles of the Nurse Manager |
- Leadership:
- Embodies the vision, mission, and values of the unit with staff
- Motivates staff to strive for professional excellence
- Is a socio-adaptive component
- Management
- Operations
- Finance and budget
- Strategic goals
- Task-orientated, technical components of jobs
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Slide 8
The Nurse Manager as a Mentor and Coach |
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Click to play |
Slide 9
Responsibilities of the Nurse Manager |
- Managing human resources
- Maintaining customer focus
- Managing finances
- Ensuring standard of care
- Aligning unit's interests and resources with organizational goals
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Slide 10
Human Resource Management |
- Nurse managers lead their employees by:
- Hiring, firing, training, developing, and inspiring
- Nurse managers are responsible for the actions of their staff and for each employee's professional development
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Female nurse executive and male staff member |
Slide 11
Encourage Professional Development of Staff |
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Video icon
Click to play |
Slide 12
Customer Focus |
- Nurse managers are responsible for ensuring that care delivered on the unit is customer focused
- Some customers are:
- Patients and their families
- Regulators
- Local governments
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Patient, her family, and their hospital care team |
Slide 13
Financial Responsibility |
- Nurse managers oversee all fiscal aspects of their unit
- Nurse managers ensure that expenses stay within the unit's budget. Expenses may include:
- Staffing costs
- Operating costs
- Physical plant costs
- Equipment
- Supplies
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Slide 14
Standards of Care |
- Nurse managers must know the accurate standards of clinical competency for the safe care of the unit's patients
- Nurse managers ensure that care delivery aligns with the highest quality of care:
- Understand key quality and safety improvement measures
- Lead staff training to ensure the safest care for patients
- Ensure staff access to necessary equipment
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Slide 15
Alignment with Organizational Goals |
- Nurse managers ensure that the unit's daily activities are aligned with organizational goals. They:
- Serve as the decisionmaker who carries out plans
- Inspire staff to participate in projects and initiatives
- Use the 4 E's—engage, educate, execute, and evaluate
- Effective nurse managers use multiple forms of communication to obtain and share information
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Slide 16
Frameworks that are Useful for Nurse Managers |
- Baldridge Health Care Criteria for Performance Excellence Framework
- Quint Studer's Five Pillars
- Balanced Scorecard
- American Organization of Nurse Executives Nurse Manager Leadership Partnership Learning Domain Framework
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Slide 17
The Baldridge Health Care Criteria for Performance Excellence Framework |
- The Framework addresses the key areas of running a successful health care organization—leadership; strategic planning; customer focus; measurement, analysis, and knowledge management; workforce focus; operations focus; and results
- Performance excellence refers to an integrated approach to organizational performance management that results in:
- Delivery of ever-improving value to customers and stakeholders; contributing to organizational sustainability
- Improvement of overall organizational effectiveness and capabilities
- Organizational and personal learning
www.nist.gov/baldridge/publications/upload/ 2011_2012_Health_Care_Criteria.pdf
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Slide 18
Quint Studer's Five Pillars |
- Service
- Quality
- People
- Finance
- Growth
www.studergroup.com/dotCMS/KnowledgeAssetDetail?inode=109970
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Five squares, each showing the name of one of Quint Studer's Five Pillars: service, quality, people, finance, and growth. |
Slide 19
Balanced Scorecard |
- Customer results
- Internal processes
- Staff and organizational growth
- Financial results
- Vision and strategy
www.balancedscorecard.org/BSCResources/ AbouttheBalancedScorecard/tabid/55/Default.aspx
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Slide 20
The American Organization of Nurse Executives Nurse Manager Leadership Partnership Learning Domain Framework |
- Managing the business
- Creating the leader within yourself
- Leading the people
www.aone.org/resources/leadership tools/NMLPframework.shtml
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Slide 21
Measurement Tactics: Customer/ Patient Focus |
Nurse managers:
- Enable customer- and patient focused care by engaging the patient and their families
- Measure patient satisfaction by using customer satisfaction surveys
- Additional tools include:
- Focus groups
- Interviews with patients and their families
- Social media
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Slide 22
Work Alignment |
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Video icon
Click to play |
Slide 23
Quality/Safety |
- Transparency—unit data readily available and known by all
- Ownership of safety survey scores and action to improve
- Staff involvement in analyzing defects and developing plan to address harm
- Typical safety indicators
- Tools
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Slide 24
Financial |
- Operations
- Human resources
- Tools
- Professional staffing model
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Slide 25
Summary |
Nurse managers:
- Have an integral role in unit-based activities at their hospital
- Serve as leaders and managers for their unit staff
- Can support their unit's CUSP work with other quality improvement frameworks
- Can measure the success of their CUSP intervention by using additional quality improvement measures
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Slide 26
CUSP Tools |
- Background Quality Improvement Team Information Form
- Culture Check-up Tool
- Daily Goals Checklist
- Learn From Defects Form
- Shadowing Another Professional Tool
http://www.ahrq.gov/hai/cusp/index.html
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Tools icon |
Slide 27
TeamSTEPPS® Tools |
- Collaboration
- CUS
- DESC Script
- Feedback
http://www.ahrq.gov/teamstepps/index.html
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Tools icon
TeamSTEPPS logo and penguin icon |
Slide 28
References |
- Institute of Medicine of the National Academies. Keeping Patients Safe: Transforming the Work Environment of Nurses. www.nap.edu/openbook.php?isbn=0309090679. Accessed July 7, 2012.
- Rothschild JM, Hurley AC, Landrigan CP, et al. Recovering from medical errors: the critical care nursing safety net. Jt Comm J Qual Patient Saf.2006 Feb;32(2):63-72.
- Aiken LH, Clarke SP, Cheung RB, et al. Hospital nurse staffing and patient mortality, nurse burnout, and job dissatisfaction. JAMA. 2002 Oct 23-30;288(16):1987-93.
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Slide 29
References |
- Krugman M. Evidence-based practice: the role of staff development. J Nurses Staff Dev. 2003 Nov-Dec;19(6):279–85.
- Benner PE. From Novice to Expert: Excellence and Power in Clinical Nursing Practice. Menlo Park, CA: Addison-Wesley; 1984.
- National Institute of Standards and Technology. Baldridge by Sector: Healthcare. www.nist.gov/baldrige/enter/health_care.cfm. Accessed July 5, 2012.
- Studer Q. Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference.Gulf Breeze, FL: Fire Starter Publishing; 2003.
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Slide 30
References |
- Kaplan RD, Norton DP. The balanced scorecard: measures that drive performance. Harv Bus Rev. 1992 Jan-Feb;70(1):71-9.
- The American Organization of Nurse Executives. Nurse Manager Leadership Partnership Learning Domain Framework. www.aone.org/resources/leadership tools/NMLPframework.shtml#.T_shshfY92A. Accessed July 5, 2012.
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