___________________Owner versus RenterWho is My Customer?

Foster “Owner” Behavior

When you own something yourself, you often treat it with more care than something that you rent for a short time. (Do people spend hours hand- washing and waxing a rental car ? How about their own car?)Discussion: What behaviors go with owning versus “renting”?

Owner versus Renter Exercise

Read each scenario on the handout provided

Document specific behaviors that demonstrate ownership versus renter-ship of our patients and their families

Owner and “Always”

Where does “always” fit in with ownership and renter-ship?Is it ok to take good care of people (or even animals) just some or most of the time, or must we do it ALWAYS?

The hospital’s reimbursement level from Medicare is affected by the number of patients who select “Always” as their answer on patient satisfaction surveys.How comfortable are YOU choosing always? Take a minute to read and fill out the survey.After filling it out, we will discuss the areas where you did not feel comfortable choosing always.

Ensuring we achieve “ALWAYS” is not only the right thing to do, it is what our patients and the government expect us to do.

Little Owners or Big Owners?

“My” patients versus “Our” patients We all collectively own the patient experience, regardless of where a patient is in the hospital.

Transporting patients, handoffs, collaborating on patient care must all be seamless to the patient and centered aroundwhat is best for the patient – not what is “convenient” or best for “my unit” or “my floor”.

“Everyone who interfaces with me (my department, my practice, my hospital,

etc.) is my customer.”

Who is My Customer? Worksheet Exercise