Methods: Voice of the Customer (VOC) interviews were conducted on two adult inpatient units to identify current views about HH behavior, understood expectations for HH performance at our institution, and barriers to utilizing an electronic monitoring system to improve HH compliance. Our team interviewed 51 HCWs including physicians, nurses, environmental services, and support staff, which provided 275 unique barriers to HH performance. The VOC approach engages participants with open-ended questions to allow for a 'brain dump' of unformated information. Responses were recorded and extracted verbatum by a member outside of the team to ensure objectivity. Respondent answers were placed into an Affinity Diagram, allowing for discovery of themetic patterns in reported barriers to performing HH.
Results: The most commonly reported thematic barrier to performing HH was "It's not me, it's you"- adament statements that co-workers and rounding teams were responsible for the unit's low performance (21%). Distrust in the electronic monitoring system was a theme of 11% of reported barriers including "I don't understand the system" and "I dont' believe the reported compliance is accurate." Finally, perception of HH as unnecessary at all recommended opportunities was noted with responses including "But I'm not touching anything, I washed upon entry so I don't need to wash upon exit, and the room was empty" (8.7%).
S. Ruokis, None
S. Garcia-Houchins, None
E. Landon Mawdsley, None
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