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___________________ Owner versus Renter Who is My Customer?

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___________________ Owner versus Renter Who 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?)

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foster owner behavior
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
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
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?
slide5

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

  • 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.
little owners or big owners
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 around

what 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
“Everyone who interfaces with me (my department, my practice, my hospital, etc.) is my customer.”
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