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Some of the staff from Nelson 6, this year's winners of a Best Practice Award are, left to right, Lynn Desrosiers, Monica Darland, Sharon Owens, Tina Cafeo, Deb Sedlander, Stephanie Meredith, Betty Stewart and Susan Rush.
Some of the staff from Nelson 6, this year's winners of a Best Practice Award are, left to right, Lynn Desrosiers, Monica Darland, Sharon Owens, Tina Cafeo, Deb Sedlander, Stephanie Meredith, Betty Stewart and Susan Rush.

Wowing Them
Hopkins Hospital will receive a prestigious national award for improving its patient satisfaction scores. Still, there's room for improvement. Where do we go from here?

During the nearly five years that Tina Cafeo has been nurse manager of the cardiac progressive care unit, she has overhauled Nelson 6. First, Cafeo reassigned jobs on the unit, delegating the duties that were spilling over onto nursing’s workload—cleaning rooms, passing out trays or tracking down supplies—back to the experts in their respective areas. Next, inefficient pharmacy practices were fixed, the CPCU’s supply and equipment issues were put to rest, and new computer systems to cut down on paper were introduced. “The unit completely turned around,” says Cafeo, who notes that feelings of discontent have been quelled by the license to solve problems and that there’s now a better sense of teamwork on the floor.

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