Empowerment of the Patient Care Technician

Empowerment of the Patient Care Technician

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Document Type

Presentation

Department

Nursing

Additional Department

Administration

Abstract

CareFront is an initiative born through the marriage of the Institute of Health Improvement (IHI) and Ralph C. Wilson foundation. The IHI uses improvement science to advance and sustain better outcomes in health & healthcare worldwide. The Ralph C. Wilson provides resources to help organizations improve outcomes, teamwork, & innovation. The CareFront initiative brings improvement science to the forefront of healthcare by supporting and empowering all care team members. Rochester Regional Health (RRH) began the journey with CareFront in January 2024. The heart of the RRH focus is the elevation and empowerment of the Patient Care Technicians (PCTs). As RRH looked into the problem; burnout, turnover, and low engagement among PCTs were major themes identified. RRH recognized the urgency of reversing these trends to enhance the quality of patient care. The IHI brings awareness of safety and quality through a systematic approach. These systematic approaches include the Lean Six Sigma process of eliminating waste to add value from the patient’s perspective and the IHI’s “Joy in Work” framework. The Surgical Stepdown Unit (SSDU) was the pilot unit selected to lead this change. The SSDU identified teamwork as an area to focus initiatives towards. Quarterly PCT engagement meetings became the engine of innovation. Through this process, staff shared experiences, voiced needs, and collaborated with leadership to design and test new ideas. RRH created real momentum through shared leadership, barrier removal, and a culture of listening. Given the successful outcome of team engagement paired with improved patient outcomes of increased mobility, the work is now expanding to several units and some hospital initiatives. Through this method, we learned that change is only possible with support at every level.

Publication Date

11-14-2025

Comments

Paula Ebert, Clinical Nurse Specialist; Shari McDonald, VP Chief Nursing Officer

Rochester General Hospital

Empowerment of the Patient Care Technician

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