Nurse-Family Partnership of Hudson and Union Counties Client Retention Strategies: A Pilot Study for Quality Improvement
Methods: In October 2014, the Plan-Do-Study-Act cycle (PDSA) was implemented for data analysis and quality improvement. Utilizing the PDSA, NFP H/U developed agency-specific interventions to increase retention: 1) Client incentives such as baby items, books, gift cards and breastfeeding supplies. 2) Graduation events to celebrate clients who complete the program. 3) Educational events to provide clients with opportunities for peer support. 4) Telephone surveys to assess client satisfaction. 4) Analysis of data and team discussion to target interventions. 5) “Alternative Visit Schedule” to provide a personalized visit schedule for clients with limited availability due to work or school. 6) Referral Outreach Policy: all referrals are screened for interest in participating before assignment to a nurse.
Results:Continue with monthly PDSA cycles to evaluate interventions. Further interventions will be added based on data findings. Our goal is to achieve a 3% increase in retention by November 2015. This process continues until NFP targets are met.
Conclusions: Implementation of retention planning policies is essential to reduce client attrition and meet program objectives.
Learning Areas:Public health or related nursing
Public health or related organizational policy, standards, or other guidelines
Public health or related research
Discuss how client retention is a primary factor influencing program outcomes. Describe the Plan-Do-Study-Act (PDSA) cycle, and how to utilize it as a tool for data analysis and quality improvement. List six agency specific interventions developed to increase client retention rates. Explain future goals to reach program targets for retention.
Keyword(s): Quality Improvement, Nurses/Nursing
Qualified on the content I am responsible for because: I am a registered nurse with eight years of experience. I am the supervisor for the Nurse-Family Partnership of Hudson and Union Counties. As supervisor, I participate on committees for planning continuing education for staff, as well as policy development to improve services to the community. One of my primary roles as supervisor is to support my staff with continuous quality improvement to reach NFP evidence-based objectives and outcomes.
Any relevant financial relationships? No
I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.