Dozens of faculty, staff, residents and volunteers who provide and support care at UF Health Shands attended the iCARE Campaign kickoff event in the UF Health Shands Hospital Atrium on Nov. 16. The event introduced a new program to help us keep UF Health clean and restful. Michael Good, M.D., UF College of Medicine dean, and Ed Jimenez, UF Health Shands CEO, shared their personal perspectives and encouraged staff to make a difference.
iCARE stands for a Clean And Restful Environment. A clean and orderly environment supports our patients’ confidence in the quality care we provide. Likewise, a calm and peaceful atmosphere, without distracting and unnecessary noise, reflects our focused and compassionate service.
Every year, thousands of patients and visitors get their first glimpse of UF Health when they receive care or come here to visit a loved one. First impressions can be long-lasting. Later visits can reinforce those first impressions or help to reframe them.
Following their hospital visits, our patients complete satisfaction surveys and their feedback is consistent: they score their experience heavily on the cleanliness and quietness of our patient care areas. At UF Health, we take these scores very seriously and must strive to exceed expectations and deliver the best possible patient experience.
Failure to meet our patients’ expectations for cleanliness can erode their confidence in the quality and safety of our care. Similarly, a distracting and noisy clinical atmosphere sends the wrong message about our attentive service. Each of us can make a difference by noticing and addressing these challenges as we encounter them.
High-performing health care organizations are known for the ‘pride of ownership’ shared among their physicians, nurses, care providers and support staff. It’s our goal to ensure a Clean And Restful Environment in our hospital inpatient units, outpatient service areas and public hallways and waiting areas — anywhere we provide or support patient care. This also extends to our personal work areas.
The iCARE program resulted from the Efficiency, Effectiveness and Patient-Centeredness, or EEPC, initiative. A steering group and subcommittees led the charge and multiple teams collaborated to find leaders and champions to adopt areas throughout the hospital and plan logistics.
As a whole, we have opportunities each day to make a difference and ensure patient satisfaction is our top priority. By committing to adopting the “iCARE” concept, each of us will help deliver a great patient and visitor impression. The iCARE approach is our commitment to work together and demonstrate our pride as the UF Health family.