It is time for the people in the departments to be heard. A great idea would be to let employees perform performance reviews on both their manager and director of the department. Many things are to be heard but very much just swept under the rug by HR. Happy employees = happy customers = better ratings!
If I were in charge i won the telemetry step down unit to 4:1 and increase patient care technician training to make the unit more knowledgeable because this level of care requires a rationale to go along with the work. CHF, Sepsis, new onset diabetes, COPD exacerbation, pneumonia, and new onset A. Fib are all diagnoses that lead to frequent hospital stays. Education is extremely important to both patient and family member at this level of care. We never just tell a patient to use an incentive spirometer, we teach them how and tell them why. Every encounter is a new opportunity to learn and education reduces readmission. a knowledgeable staff that can increase patient education is how we reinforce information to the patient. "It is actually a wonderful thing that you are calling to go to the bathroom, it means your Lasix is working. We need to get the extra fluid off of you."