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MOVING HCAHPS THROUGH CHANGE PSYCHOLOGY

Moving HCAHPS Through Change Psychology Webinar

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Page 1: Moving HCAHPS Through Change Psychology Webinar

MOVING HCAHPSTHROUGH CHANGE PSYCHOLOGY

Page 2: Moving HCAHPS Through Change Psychology Webinar

Agenda

1. High Reliability Demands Standardization2. Change Hearts, Minds Will Follow3. Set the SMART Goal4. Adjust the Environment5. Sustain the Change

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Presenters

Michael Niederhauser | MyRounding | VP of Customer ExperienceMichael honed his information technology and change management skills with Accenture in Washington, D.C. He spent 10 years with a rural health non-profit bringing leading edge patient centered technology and education to underserved communities. Michael is also extremely proud of his service in the U.S. Peace Corps where he taught secondary math and conducted HIV / Malaria awareness programs.

Steve Bachtel | MyRounding | Chief Commercial OfficerSteve has been consulting with health systems, hospitals, and physician’s groups for almost 20 years. Steve’s expertise includes leveraging outcomes to drive patient volume, perfect culture and process to improve patient experience, and engage patient populations pre-, point-, and post-care. Steve’s professional and graduate research work has prepared him to be a thought leader in the healthcare technology space.

Katie Anthony | MyRounding | Marketing Coordinator (Host)Katie has a wide background of marketing expertise including graphic design, campaign strategy, and event planning. For the past five years she has specialized in the healthcare and technology fields working with clients like MGMA, Studer Group, and Hewlett Packard.

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1.High Reliability Demands Standardization

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High Reliability Demands Standardization

• Every patient, every stay• Rounding on 10 patients per week

when you have 80 patients per week, 8 returned surveys… no movement of HCAHPS

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High Reliability Demands Standardization

• Every patient, every stay• Rounding on 10 patients per week

when you have 80 patients per week, 8 returned surveys… no movement of HCAHPS

• Staff will adopt change on emotion more quickly than analytics

• Process vs Action

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2.Change Hearts, Minds Will Follow

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Change Hearts, Minds Will Follow

• Emotion motivates, crisis compels• Burning platform = burnout• This process never ends but a goal needs to be clear

• Show them the end state• Consequences Model• Identity Model• Identity works, foster it

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Emotional motivations need to be the majority focus, 60%+, of your change effort to achieve sustained success.

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3.Set the SMART Goal

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Set the SMART Goal• Specific• Measureable• Agreed upon• Realistic• Time based

• Ask three times to get to goal• Tie goals to team identity• Win quick• Understand HCAHPS realities

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4.Adjust the Environment

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Adjust the Environment

• Lean• Vision, develop culture, measure success• Instant feedback

• Focus on easy to solve issues

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5.Sustain the Change

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Sustain the Change

• Standard Work, Habit, Recognition

• “Visualize the change” • Walk me through your morning• Action triggers• Uncover real obstacles

• Praise often – be specific• Better results will come• Sincere and specific• There’s no dilution

83% of employees said real-time recognition is better than rewards or gifts

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Thank you.

• Additional questions? Email us at [email protected]• Want a copy of this presentation or webinar recording?

Visit myrounding.com/blog/moving-hcahps-video