Reimagine the rounding experience with a virtual rounding queue.

The Power of Presence is an interview series that explores the experiences of physicians, nurses and families who have used Q-rounds; they are not compensated for sharing their stories, and responses have been edited for length and clarity.

Ryan and Anna McQuillan’s twins, James and Mary Grace, joined the world at the tender age of 22 weeks and five days. Their family used Q-rounds for 3 months while the twins were in the NICU at M Health Fairview Masonic Children’s Hospital. Q-rounds caught up with Ryan to talk to him about his family’s experience.

“Being involved in rounds was the most important thing we could have done, because it was really all we could do.”

‍When did you start using Q-rounds?

Ryan: It was chaotic when James and Mary Grace were born—they were very critical, and our focus was on making sure they were okay. Our care team said, “We’re signing you up for Q-rounds so you can participate in rounding every day.” We didn’t know what rounds meant; we just gave them our phone number. Then we started getting texts every morning letting us know our position in the rounding queue and estimated start time for rounds.

“There’s no reason, with all the technology and advances that we have in the hospital today, that you shouldn’t have at least a time window when you’re going to meet with your Care Team. It’s a simple and elegant solution to a real problem—that I didn’t know was a problem.”

What are rounds?

Ryan: For parents in the NICU environment that want to be involved, rounds are the time to do that. The Q-rounds text alerts allowed Anna and I to be at rounds more frequently, because we could plan our day around rounds, including whether to attend in-person or virtually. We couldn’t do what was natural for a parent to want to do—we couldn’t physically help James and Mary Grace—but we could go to rounds every day. That also allowed Anna and I to see what did or didn’t work, care-wise, with their personalities, and we could share that information with the care team.

“There’s a measurable difference between being present during rounds or getting an update after the fact. Q-rounds felt like getting an invitation—Here’s when rounds are going to be. Come participate, collaborate with us, instead of, ‘Here’s what was talked about and the changes we’re going to make.’”

‍How does Q-rounds work?

Ryan: It’s funny to think of a scheduling app being able to provide that big of an impact, but if you’re not at rounds, you’re not building relationships with your care team. Not only from an advocacy standpoint, but we built relationships with the doctors, the unit leaders, the nurses and nurse practitioners. They had a vested interest in us, and we had a vested interest in them. Knowing our care team outside of the actual care provided, made for a much more human experience.

“Why wouldn’t you want as much collaboration, input and communication as possible with patients and their families? If you care about providing the best care possible, [Q-rounds] seems like a no-brainer. Without being able to meet with the care team daily, we wouldn’t have had the ability to advocate for James and Mary Grace the way we did. And I give a lot of credit to the care team for listening to us.”

‍How does knowing when rounds are happening help?

Ryan: We’d been waiting a long time to have kids; it was something Anna and I had been hoping and praying for. We’re fortunate to have twins, but James and Mary Grace had a lot of health complications. Being in the NICU is a scary, stressful time, with a lot of fear and anxiety. Having a level of consistency—knowing the medical team was coming together to talk about what happened the day before, and the plan for the day to come—played a critical role in the care provided to James and Mary Grace.

“Without giving families the ability to be present during rounding, you’re taking away their ability to provide input—and that’s a huge part of what rounds should be.”

What did you appreciate most about Q-rounds?

Ryan: As James and Mary Grace’s health improved, they moved to a different floor within the NICU that doesn’t use Q-rounds. So Anna and I didn’t have the ability to participate and collaborate in the same way that was so helpful from our time on the other floor in the NICU, especially since James was able to come home sooner than Mary Grace. 

On several occasions, the absence of Q-rounds meant we missed opportunities to contribute to discussions about Mary Grace's care plan. Consequently, adjustments were made without our input—adjustments we later found problematic and could have been avoided since we were only informed of these changes after they were implemented. Unfortunately, by the time we were made aware, the decisions had already been finalized, leading to a situation where the care plan was eventually reverted back to something closer to what we would have initially suggested.

Rounding it up

At Q-rounds, our goal is to help every family have the most positive experience possible, despite the unfortunate circumstance of having a loved one in the hospital. We want them to be connected with their care team, and able to advocate for their family during daily rounds. That’s why our app sends real-time notifications to patients, families, nurses and other stakeholders of when to arrive for rounds, and gives families the opportunity to join virtually if they can’t be there in person.

Patients are first and foremost people. How they feel about their provider, the care they received from them and the environment it happens in are driving forces in ensuring a high quality healthcare experience. Hospitals with high patient-reported satisfaction scores also tend to exhibit higher profitability, which allows them to secure the necessary resources to continue providing exceptional care.

In the high-stress, high-tension environment of pediatrics, the Q-rounds virtual rounding queue app can improve family attendance at rounds and enhance care team collaboration, contributing toward less burnout and more satisfied patients.

Prioritizing family involvement

Given the age of pediatric patients, their family members are essential allies when it comes to communicating their needs and requests. Their presence at rounds is essential, helping both put the patient at ease, as well as sharing relevant information the patient might not be able to communicate themselves. Most importantly, parental consent is a necessary part of implementing a care plan, so when they’re not present, care can be delayed.

64% of families felt that their doctor was more compassionate after interacting with them during rounds.

Q-rounds makes it easier for families to schedule their day around rounds, because they receive real-time notifications letting them know when rounds are taking place or if there’s any change in the doctor’s schedule. Over time, this builds trust between healthcare providers and families, allowing them to establish an ongoing relationship.

Communicating more effectively

Think back to one of your most confusing healthcare interactions. Now imagine how much less you would have understood if you had been ten years old—or less than five—at the time. That’s why it’s important to avoid medical jargon when communicating with children and their families. Not only can it help put them more at ease and make them feel more comfortable, it can lead to more constructive conversations.

57% of the time, care teams learned new and pertinent information about their patients when families were present at rounds.

Q-rounds improves communication among patients, their families and care teams by making sure everyone is present at rounds, whether it’s providing notifications for in-person rounds or giving families the option to attend virtually. Q-rounds also removes language barriers by helping confirm interpreter services will be provided.

Engaging nurses and specialists

Nurses are experts who can help explain health plans and procedures, as well as  answer questions and advocate on behalf of patients and their families. Nowhere is this more evident than in pediatric nursing, where nurses often interact more frequently with patients on a day-to-day basis. 

215% increase in nurse presence for the entirety of rounds after using Q-rounds

That consistency—tracking day-to-day changes both during and outside of rounds—is a vital part of pediatric care. Even the slightest change in status can speak magnitudes when it comes to a pediatric patient’s overall health and wellbeing. This highlights the need for nurses, physicians and even specialists to remain informed, and have the ability to collaborate together, in determining care plans.

38% reduction in medical errors when nurses are present

Q-rounds responds to all of these challenges by keeping nurses and specialists informed via notifications about when in-person rounds are beginning, as well as making it possible for specialists to attend rounds in-person or virtually. This flexibility means specialists have the option to do more consultations during the day, since it reduces travel time or allows them to see patients they wouldn’t normally have the opportunity to interact with.

‍Rounding it up

In pediatrics, patient satisfaction is ultimately about identifying an issue, treating it as quickly as possible, and helping patients and their families move on with their lives.

Q-rounds was founded on the understanding that multidisciplinary family-centered rounds have the power to improve the patient experience and enhance care teams’ ability to collaborate in providing top-notch care. Our real-time schedules, ability to RSVP to rounds, SMS text messages, alert notifications and virtual attendance option empower patients, families, nurses, physicians and specialists to both be present and plan their day around rounds.

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Interested in learning how Q-rounds can address your unique rounding challenges? Schedule a demo.

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The Power of Presence is an interview series that explores the experiences of physicians, nurses and families who have used Q-rounds; they are not compensated for sharing their stories, and responses have been edited for length and clarity. 

Mike Pitt, M.D., is a Professor of Pediatrics at the University of Minnesota and award-winning educator, as well as the CEO and cofounder of Q-rounds.

After 15 years of practicing pediatrics and educating future healthcare providers, Mike Pitt, M.D., knew the hospital rounding experience needed to change. What he didn’t expect was to be surprised by his own invention, the Q-rounds virtual rounding queue app.

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I’ve never been great with names and often struggle remembering the nurses’ names in the hospital. Q-rounds is changing that.

‍How did you learn care team members’ names before?

In some instances, you just see a number on a whiteboard—or you’re hoping name tags are facing the right way so you can read them. Even worse, sometimes I wouldn’t even meet face to face with the nurses, because they didn’t know when to be present for rounds so we wouldn’t be in the patient’s room at the same time. I noticed the last time I was rounding with Q-rounds, that by the end of the week I’d learned the name of every nurse on the floor. As I’m rounding in the Q-rounds app, II not only see the name of each nurse as I navigate from room to room, because Q-rounds sends them real-time notifications of when I will be there, I am able to round with the nurses for each and every patient.   

Greeting nurses by name helps patients and their families feel like their care team is a cohesive unit.

‍How does knowing someone’s name add value to rounds?

Knowing someone’s name matters—it’s a sign of respect, not only in the workplace but as fellow human beings. Research has shown that we have a surge of oxytocin - the joy hormone - when we hear our own name. There’s real value in being able to greet the nurses by name when they enter the room for rounds. It helps establish a broader relationship between me and the nurse, and shows the cohesiveness of the care team to patients and their families. They feel better seeing that I recognize their nurse, who is often their main point of contact.

I knew I wanted to help make things more predictable for patients and their families—I didn’t realize it would strengthen my own connections with the care team.

How else has learning people’s names enhanced rounds?

Rounds have become more inviting and engaging as I’ve learned people’s names. I’ve noticed nurses staying more engaged as I’m teaching during rounds, and in some cases sticking around after rounds to learn with the rest of the team—everything feels more holistic and interconnected instead of frantic and disjointed.

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Rounding it up

Q-rounds does more than make sure everyone is present at rounds—we’re creating an environment where physicians and nurses can forge stronger connections. This can help alleviate nurse and physician burnout, by helping people feel more connected to each other.