Nursing staff helps teach its own
By Debra Ruder
Norman Britt helps acclimate Phlebotomist Nancy Singleton on Dana 1.
When Norman Britt came to Dana-Farber as a clinic facilitator three years ago, he didn't immediately sit down behind a reception desk and start greeting patients and families. Instead, two seasoned staff members walked him through the job, gave him customer-service tips, and shared key resources. "They also called me almost every day to make sure everything was OK," Britt remembers.
Now a veteran staffer, he does the same for other new employees in Nursing and Patient Care Services. This "preceptor" role is part of a formal training program to ensure that nurses and support staff (such as clinic assistants) understand their positions and meet Institute and national standards.
"A thoughtful, complete orientation has an enormous impact on staff retention," says Diane Hanley, MS, RN, who has revamped nursing training since joining Dana-Farber in 2001. "It gives people confidence in their roles, and that spills over into patient and family satisfaction."
"A thoughtful, complete orientation has an enormous impact on staff retention."
— Diane Hanley, MS, RN
The five-day nursing orientation at DFCI assesses incoming staff members' professional and interpersonal skills and identifies gaps in their knowledge. Along with reviewing Dana-Farber policies, participants have a chance to discuss the challenges of caring for cancer patients in an outpatient setting.
To follow up, rookie staff members are matched with experienced preceptors to guide them during those early weeks at DFCI. "It's a trusting relationship," explains Elizabeth "Libby" Tracey, RN, PhD, AOCN, who focuses on training and retention within Nursing and Patient Care Services. "Ninety percent of our staff have volunteered to do this at least once. People realize this is a high-volume, high-stress, but incredibly wonderful place, and every new employee deserves a chance to thrive."
In addition, there are ongoing efforts to monitor proficiency in such areas as pain management and patient safety, as well as to track errors and adjust to changes in practice. Dana-Farber gives a monthly chemotherapy certification course, and a computer-based education program helps users keep their skills sharp. Beyond its own staff, the Institute educates international nurse visitors, as well as nursing students from the northeastern United States, who come here to learn about oncology nursing care.
The mentoring program for nurses and other caregivers pays off in many ways, according to Dana 1 Facilitator Matt Kramer. Thanks to Norman Britt and others, he understands how to handle all aspects of his job, including worried patients. "I've learned," says Kramer, "that when a patient or family member is upset, it's important to be calm, reassuring, and always have a positive attitude."
