Exceptional Patient Experience
This presentation is the property of its rightful owner.
Sponsored Links
1 / 15

Exceptional Patient Experience PowerPoint PPT Presentation


  • 68 Views
  • Uploaded on
  • Presentation posted in: General

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

Download Presentation

Exceptional Patient Experience

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Exceptional patient experience

  • 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


Exceptional patient experience

  • Leader Rounding at Four Levels


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


Exceptional patient experience

  • Rounding Steps


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


Exceptional patient experience

  • Thank You.


  • Login