How Are We Connected?Our Patients, Staff…& You

Food & Nutrition Services:Bedside Bistro

How Are We Connected?

What does Service Excellence mean to you, personally?

Myths & Reality

We can afford to lose some patients; we can replace them with others.

No news is good news

Obtaining new patients costs 5 times as much as retaining existing ones.

A dissatisfied patient tells 9 to 10 people of their dissatisfaction.

Most dissatisfied patients (95%) do not register complaints.

Our Service Excellence Partners

2110 Employees 520 Physicians 423 Volunteers 44, 000 Patient Visits to the ED Over 18,000 Inpatients 4,800 Ambulatory Surgery patient procedures Over 300,000 Outpatient Visits Overall (Cardiology,

Radiology, PT, Wound Center, Lab, etc)—and counting!

Inter-Connection: The Relationship Context

How do we learn from our Patients/Families? Complaints, Compliments and Grievances Our two patient satisfaction Survey worlds! Root Cause Analyses What does the medical record teach us? Lastly-the glue-Teamwork!

Case Study – The Relationship Bank

First 30 First 30 seconds sets seconds sets

the tonethe tone

ExperiencExperience e

reinforcesreinforces

What we What we tell tell

othersothersCreates Creates relationshirelationshi

p or notp or not

UnfortunatUnfortunate evente event

ReactionReaction

The Part You Play & The Relationship Bank

Research shows: Patients with service gaps are at increased risk for medical

errors Patients who have trust in the clinical team are more

forgiving Complaints –see them as a gift! “Risk…not predicted by patient characteristics…risk

related to dissatisfaction with ability to establish rapport”

Teamwork & Relationships The Part You Play

Patient Safety & Service Excellence go hand-in hand How we speak with one another, and how we work together;

matters to our patients and families Inpatient Hourly Safety and Service Rounding

Scripted behaviors & words from our nursing staff colleagues Builds trust & establishes expectations You can help! Your view of the room and bedside areas

Show you care by avoiding: “we are short staffed today”…It is the weekend”… Silence, and not addressing difficult service situations

When things go wrong - When things go wrong - help make them right!help make them right!

“Service Recovery” Acknowledge the concern; express regret Make amends; respond quickly and sincerely Turn to others for assistance in responding Is the concern addressed? Yes? Direct impact on

the patient’s well-being, and yours! We can learn every day from our patients &

families

Aggregate Patient Satisfaction Data= Real People

COLLECTED

PATIENT & STAFF STORIES OVER A PERIOD OF TIME

SATISFACTION

DATA

Let’s Look at Our Two Patient Satisfaction Worlds

Patient Perception SurveyIdentifies areas for

increasing patient loyalty

OperationalExcellence

HCAHPS Survey

Identifies areas for improving frequency of behaviors

ServiceExcellence

ServiceServiceAnticipationAnticipation

HCAHPS – Methodology 18 core questions about the patient experience; the focus is the

frequency of key behaviors from the hospital team. The CMS website reports the percentage of patients who gave

the most positive answer to how often a behavior was observed. Never, Sometimes, Usually & Always are the choices for survey

answers; "ALWAYS" is the answer of interest. CONSIDER: If patients are satisfied with services, they will

report that the service happened all the time.

"Do you mean that we will now be paid based on how happy our patients are with their service?"

Hourly Safety & Service Rounding; national priority Bedside Handoffs Daily Huddles Rapid Daily Rounds Follow-Up Discharge Phone Calls Manager/Leader Rounding: All shifts Support patient/family role in safe care What more can you do?

Our Best Practices: Relationships

Teamwork

"Alone we can do so little; together we can do so much."Helen Keller

How Can I Make or Break Teamwork?

At the heart is this simple concept:

“If Something Comes Up, Let Me Know As Soon As You Can”.

(24/7, 365 days a year)

What does a Successful Team Look Like?

Able to see the “big picture” and departmental details at the same time

Easily adaptable; no surprises and few crises Understand that our Values are more than just words

on paper “Problems” are challenges; group learning for all safety

and service lapses Each staff member can articulate how his/her own

behaviors affect the goals of the Department/Hospital

Building a Successful Team

Think of Departmental issues as a group/team challenge Recall that you're a big part of your Team's climate Avoid turning group rumors into facts Build alliance with co-workers rather than trying to

convert everyone to your point of view Loose your emotions about your own point of view—

90% of what anyone remembers is the tone & body language

Think…What do YOU want to be remembered for?

How We Need to Feel!

How Are We Connected?

“ I have learned that people will forget what you said, and people will forget what you did, but people will never forget how you made them feel”