Partnering with an Ombudsman, a Shared Journey for Team Growth and Improved Job Satisfaction

Purpose:
The NDNQI RN Survey was conducted in October 2009. Our Job Enjoyment T score was 62.85 which was lower than other scores on the NDNQI survey. The goal for this performance improvement initiative was for improved communication to foster team work and job satisfaction

Significance:
Fostering a work environment that nurses are enthusiastic to work in is paramount to the successful functioning of the nursing unit or work group. The necessity for successful communication and healthy group dynamics for positive nursing and patient outcomes was identified.

Strategy and Implementation:
A breakdown in communication was occurring within the team. Interactions among one group of RNs were affecting the functioning of the specific team and the milieu of the nursing unit. Multiple interventions would work for a time, but eventually the team would demonstrate stress and the inability to communicate effectively. The Nurse Manager (NM) realized that additional resources were required and sought the assistance of the Ombudsman. The Ombudsman offered facilitation of group problem solving, dialogue and assistance in achieving group outcomes. An initial meeting with the NM and the Ombudsman was held and the Ombudsman agreed to meet with the group. The initial meeting was similar to an interview, with all parties deciding if they wanted to participate and the Ombudsman deciding if he thought he could intervene with the group. A commitment was required from all members in order for this process to work. Regularly scheduled meetings were held with defined goals and a set agenda.

Evaluation:
The group work was difficult but from the commitment of the group to work through issues, the members were able to improve communication and interactions. The group now meets independently to plan patient care, job satisfaction has improved and the tension on the unit has diminished.

Implications for Practice:
When team work is lacking, job satisfaction is impacted. Identifying available resources to facilitate team work among nursing personnel is important. Once accessed, it is important to commit to follow through on the proposed strategies and support the group through the shared journey of growth.