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Exceptional Patient Experience. Leadership Development Session August 27 & 28, 2013 Beverly Begovich April Fairey Lara Burnside. Objectives. Identify the departments that are a priority for interdepartmental rounding Review the steps for interdepartmental rounding

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Exceptional Patient Experience

  • Leadership Development Session
  • August 27 & 28, 2013
  • Beverly Begovich
  • April Fairey
  • Lara Burnside
objectives
Objectives
  • Identify the departments that are a priority for interdepartmental rounding
  • Review the steps for interdepartmental rounding
  • Practice rounding on a customer department
the outcomes of rounding
The Outcomes of Rounding
  • Increased customer and employee loyalty – improved employee and patient satisfaction
  • Decreased voluntary turnover due to building trust with staff and management
  • Improved interdepartmental relationships
  • Improved customer experiences
  • Ensured quality and safety
getting started
Getting Started
  • Who are my customers?
  • How frequently will rounding occur for each customer group?
    • Volume
    • Issues
    • New process put into place
    • Level of satisfaction with the department
    • Minimum quarterly on each department served
exercise
Exercise:
  • List the departments that are your customers (name the departments)
  • Determine the top five departments that are a priority for interdepartmental rounding and why
  • How frequently will you round on those departments?
getting started1
Getting Started
  • Schedule with the manager
  • Ask your staff about someone in that department that should be recognized
  • Questions to ask
    • What are we doing well?
    • Who can I recognize?
    • What can our team do better?
  • Take notes and take action
  • Follow up with customer with completion of action plan
step 1 build the relationship
Step 1: Build the Relationship
  • Provide an introduction
  • Maintain eye contact/smile
  • Put the person at ease
step 2 set expectations
Step 2: Set Expectations
  • Explain reason for rounding
  • Encourage open and honest communication
step 3 focus the inquiry
Step 3: Focus the Inquiry
  • Listen, learn, and share
  • Use specific language that will get to the goal of improvement
  • Focus on fact-finding, not fault-finding
  • Ask probing questions – high-gain, open-ended
  • Be persistent and consistent
step 4 close the encounter
Step 4: Close the Encounter
  • Offer to provide additional assistance/help
  • Tell them what you will do with the information and by when
  • Say “thank you” and leave your contact information
step 5 act on the information
Step 5: Act on the Information
  • Take notes and follow up on actions
  • Act on opportunities for improvement
  • Under promise and over deliver
  • Reward, recognize, and celebrate!
  • Trend issues/opportunities for improvement.
  • Share findings with the senior leaders, peers, and employees
final tips
Final Tips
  • Send questions in advance to the manager
    • Ask them to discuss with team prior to rounding
    • Use open-ended questions
  • After first rounding experience:
    • Review what has been accomplished and what is still in process
  • Share changes and updates with other managers
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