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Exceptional Patient Experience

Exceptional Patient Experience. Leadership Development Session August 27 & 28, 2013 Beverly Begovich April Fairey Lara Burnside. Words that Work is:. Reframing Communication for Positive Impact. Words that Work. Is planned communication Serves as a guide Includes positive body language

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Exceptional Patient Experience

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  1. Exceptional Patient Experience • Leadership Development Session • August 27 & 28, 2013 • Beverly Begovich • April Fairey • Lara Burnside

  2. Words that Work is: • Reframing Communication for Positive Impact

  3. Words that Work • Is planned communication • Serves as a guide • Includes positive body language • Is not being mechanical • Is not restrictive • Is used by other industries

  4. What is Words that Work? • Words that Work is the use of specific behaviors, phrases, and body language to help us succeed in delivering high quality care while enhancing customer loyalty

  5. Exercise

  6. Words that Work is not… • Robotic • Just words – it’s an attitude • Just for clinical staff • Something that comes down from above – get people involved in creating protocols

  7. Why Use Words that Work • Words that Work includes the really important things • Words that Work maintains a certain level of service performance • Words that Work provides staff with the language of the organization • Words that Work sets the expectation of what is to happen

  8. The Leader’s Role • The commitment to use Words that Work starts with YOU

  9. Universal Words that Work • These Words that Work support company-wide applicability. • They are a way of hard-wiring a consistent message for the organization.

  10. Managing Up Yourself and Others: • Universal Words that Work • Introduce yourself with some background, giving the patient confidence in your ability: • “Hello, my name is ______. I am your personal care assistant and will assist you this evening with your care. I have worked on this unit for the past three years. You are fortunate to have some of the most experienced staff caring for you.”

  11. Universal Words that Work Examples • “Is there anything else I can do for you?” • Hi, I’m ________. May I help you?” • Make eye contact and greet everyone you meet at SSM Health Care. “Good Morning, Good Afternoon.”

  12. Turning Negatives into Positives • Instead of … “I don’t have time.” • Say… “I can help you in five minutes.” • Instead of… “We’re short-staffed.” • Say… “We are never too busy to help you!”

  13. Departmental Words that Work • These Words that Work are specific to the needs of the department and are developed by the department staff

  14. Situations to Use Words that Work • Cycle of Service • Greeting • Goodbyes • Transition/Handoff • Service Recovery

  15. Creating the Words that Work • Step One: Identify the need • Step Two: Determine the key words that need to be included • Step Three: Write the Words that Work • Step Four: Practice and implement the script

  16. Create the Words that Work Exercise • Identify a need for Words that Work • Create the Words that Work based on that need • Select partners to practice using the Words that Work • Have one person play the role of the patient or customer and the other be the provider of service • Switch roles

  17. Barriers • What objections to using Words that Work do you anticipate?

  18. Training Staff • Model the behavior of using Words that Work • Support them and nurture their growth • Recognize them for using the Words that Work • Educate on value by relating to score improvement and positive comments • Practicing develops a level of comfort • Remember, practice does make perfect!!!

  19. Connect the Dots • Standards of Performance • Patient/customer satisfaction data and priority indices • Other customer service measures • Comment reports • Complaints • Compliments (What are we doing right?)

  20. RELATE™ • Effective Communication

  21. Objectives • Identify the importance of our patients’ communication needs • Identify two basic needs of patients • Explore evolution of AIDET to Words that Work • Review and Practice the RELATE Model • Identify Next Steps

  22. Identify our patients’ communication needs

  23. Exercise: Patient Needs

  24. expressappreciation r e l a t e explain answer reassure take action listen TM

  25. AIDET to RELATE-Next Evolution • Importance of Reassure • Foundation to connect emotionally • Decrease anxiety • Promote understanding • Manage up: self, others, organization

  26. Step 1 – Reassure • Project a professional image • Seek and maintain eye contact • Acknowledge patient by name • Introduce yourself by name, title and experience • Manage up

  27. Managing Up • A conscious effort that combats “us vs. them” • Taking the opportunity to build positive relationships • Between departments • Among co-workers • Within your team and superiors • With the community • Benefits your leaders, employees, and most importantly, the patients and families you serve • Always resisting a potential scenario of managing someone down

  28. Managing Up • Makes you better • Makes others better • Makes your organization better • Makes the patient better

  29. Example • “Good morning, Mr. Jones. I’m Greg Wright. I’m a registered nurse and have been with Baptist Hospital for 17 years. Dr. Baker will be conducting your surgery this morning. He is one of the best surgeons in his field. The other nurses and I work with him often, and we are all committed to taking excellent care of you.”

  30. Example • “Good morning, Mrs. Jones. I’m Nancy Clark. I’m a financial counselor with the hospital. I know that you are scheduled for surgery with Dr. Baker tomorrow. I want to ensure that everything goes smoothly prior to your arrival.”

  31. Step 2—Explain • Explain using clear and understandable terms: • What you will be doing and why • How long will it take • Anticipated wait time for results • Manage expectations

  32. Greg Wright Continues: • “I will be taking care of you this morning. I would like to ensure that your IV is flushed before administering your next meds. What I need to do is…It shouldn’t take any longer than 2-3 minutes.”

  33. Nancy Clark Continues: • “I’d like to work with you this morning to complete the insurance requirements so that there is no delay tomorrow. Because you are having elective surgery, your insurance requires payment prior to the surgery. I can help you to take care of this by…It shouldn’t take any longer than a few minutes to finish the paperwork.”

  34. Step 3 – Listen • Actively listen for questions and concerns • Sit down if possible • Empathize with feelings • Use touch • Ask clarifying questions • Pay attention to verbal and non-verbal clues

  35. How We Hear • 7% happens in spoken words • 38% happens through voice tone • 55% happens via general body language • Albert Mehrabian

  36. Greg Wright or Nancy Clark: • “Your concerns are perfectly understandable and quite common. What do you mean when you say…?”

  37. Step 4 – Answer • Summarize what the patient said • Answer questions • Address concerns • Check for understanding • If appropriate: ask patients to teach back to you

  38. Greg Wright, upon providing information in a non-clinical manner: • “Having the right information is very important to your care. Was I able to answer your questions?”

  39. Nancy Clark, upon providing information in non-technical terms: • “Does that answer your question? I know that insurance procedures can be confusing at times. So, your current balance would be $xx. And that is required to be paid at the time of service. I can help you to make payment arrangements if you’d like.”

  40. Step 5 — Take Action • Perform appropriate tasks • Narrate your care or process • Keep patient informed • Provide next steps • Use teach back as appropriate

  41. Greg Wright Continues: • “I’m going to conduct the procedure now. I’ll spend time with you afterwards to ensure that you are feeling okay. Then, I’ll let the doctor know that you are ready to see him.”

  42. Nancy Clark Continues: • “I’d like to complete the necessary forms with you on the phone now if that’s alright with you. Then, I’ll let your insurance company know that this requirement has been met.”

  43. Step 6 –Express Appreciation • Offer additional support • Provide information about next caregiver • Say “Thank you”

  44. Greg Wright Closes the Encounter: • “Mr. Jones, is there anything else I can do for you before I leave? Are you comfortable? Can you reach everything?”

  45. Nancy Clark Closes the Encounter: • “Thank you for choosing our facility. We know you have a choice for your healthcare needs and we greatly appreciate you allowing is the opportunity to provide you with excellent care.”

  46. RELATE Skill Practices • Practice with a partner • Caregiver briefs pair partner on situation • Caregiver conducts RELATE interaction; pair partner acts as patient • Provides focused feedback • Caregiver and pair partner discuss what went well and what could have been done differently

  47. Debrief • What will be easy for you? • What do you foresee will be most challenging? • How will you share this information with your staff?

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