Driving Change and Inclusivity in Healthcare

By Katie Choy, DNP, RN, NEA-BC, NPD-BC

Personal Care Pilot Program for Diverse Patients

Hair care and personalized care play an important part in one’s overall health. Providing holistic care enhances patient health and wellness by meeting their physical and psychological needs, especially when hospitalized. Patients feel good when they look good.

The Diversity, Equity & Inclusion (DEI) Councils at Baylor Scott & White – Plano and Baylor Scott & White – Lake Pointe consists of a diverse group of individuals working together to create awareness, provide education, and promote acceptance amongst the staff, patients, and the rapidly growing diverse ethnic communities we serve in North Texas. The council members at both facilities saw an opportunity in the summer of 2023 to launch a Personal Care Pilot, which gave patients access to a selection of hair and personal care products to make their hospital stay more comfortable. The fine-tooth comb and ready-bath shower cap did not adequately meet the hygiene requirements of black, indigenous, and people of color (BIPOC) patients with afro-textured or curly hair. The stocked lotion was not suitable for patients with melanite skin, which leaves the skin dry and chaffing skin.

The DEI Personal Care Pilot began July 5, 2023, with a goal to meet our diverse patient individual care needs, thereby enhancing their patient experience. Our goal was to provide an assortment of personal care products to all hospitalized patients and gather feedback with a survey form to help us determine their satisfaction with the products used. The new products include shampoo and conditioners, shea butter body creams, satin hair caps, wide-toothed combs, and bristle brushes.

The DEI Personal Care Pilot began July 5, 2023, with a goal to meet our diverse patient individual care needs, thereby enhancing their patient experience.

The teams worked with Baylor Scott & White’s Supply Chain who assisted in sourcing appropriate products to meet our diverse patient needs. Vendors were evaluated and the final vendor was selected as a minority business with ample product availability.

During our pilot program team members rounded all patient floors to promote product availability to staff and patients. RNs and PCTs offered a menu, showing our selection of available products. Patients had a trial period with the products, followed by a care team member’s confirmation of the suitability of the products before patients were discharged.

The overall patient experience feedback in the hospital was incredible, with patient experience scores trending up. The HCAHPS Composite score was 72.7in July 2023 and FYTD as of May 2024 is 74.8 above our goal of 74.0 and 84% rank. Some of the responses we received included:

• "Great program.”

• "An excellent and most needed service/concept. This is a blessing.”

• "Thoughtfulness is more than enough. My family appreciates you more than you could imagine.”

• "Use this brand at home.”

• "Great consideration for patients. Thank you.”

There has been system-wide dissemination to other facilities in our large healthcare system. Several healthcare systems have added more hair care product selections for black patients.

This program has been a part of our customer-centric focus on patient care — meeting the individual needs of our diverse patients. There has been systemwide dissemination to other facilities in our large healthcare system. Several healthcare systems have added more hair care product selections for black patients. It is rewarding to share our success with other hospitals and health systems looking to adopt the idea.

REFERENCES

Embracing diversity, equity, and inclusion (DEI): Considerations and opportunities for brand managers. Diversity, equity, and inclusion (DEI) is ubiquitous in today’s public discourse, underpinned by societal recognition of inequality and demands for leaders. Retrieved on 4/19/2024 from https://doi. org/10.1016/j.bushor.2022.09.005

Retrieved on 4/ 22/2024 https://www.ama-assn.org/ delivering-care/health-equity/providing-inclusivehair-care-products-bedside

Retrieved on 4/19/2024 University of Iowa to provide more inclusive hair and skin products to patients of color | Department of Psychiatry (uiowa.edu)

Retrieved on 4/19/2024 UW Hospital adds hair care products for Black patients | Madison365

Retrieved on 4/19/2024 Hospital Offers More Inclusive Hair Care Products - 21Ninety