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Humanizing X: Joy & Empathy at Work

Humanizing X: Joy & Empathy at Work. Why “joy in work”? And why now?. Joy is one of health care’s greatest assets. Joy is a connection to meaning, purpose, and resilience. Joy is a fundamental right. Our Journey Map. Our Culture of Transformation. Stress & Burnout.

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Humanizing X: Joy & Empathy at Work

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  1. Humanizing X: Joy & Empathy at Work

  2. Humanizing X: Joy & Empathy at Work Humanizing X: Joy & Empathy at Work

  3. Why “joy in work”? And why now? Joy is one of health care’s greatest assets. Joy is a connection to meaning, purpose, and resilience. Joy is a fundamental right. Humanizing X: Joy & Empathy at Work

  4. Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Empathy Human Centered Design Humanizing X: Joy & Empathy at Work

  5. Goal of the Human Experience Creating respectful, empathetic interactions that deliver joy and ease suffering for all people involved in health care, patients, families, and the care team.

  6. Hackensack Meridian Health’s Quadruple Aim Humanizing X: Joy & Empathy at Work

  7. Living Our Beliefs

  8. “Joy not burnout should rule the day.”Donald M. Berwick, MDPresident Emeritus and Senior FellowInstitute for Healthcare Improvement Humanizing X: Joy & Empathy at Work

  9. “You cannot give what you don’t have.”

  10. Medscape Lifestyle report, 2017

  11. 4 Steps to More Joyful Work Human Centered Design Institute for Healthcare Improvement Humanizing X: Joy & Empathy at Work

  12. 4 Steps to More Joyful Work Human Centered Design Institute for Healthcare Improvement Humanizing X: Joy & Empathy at Work

  13. What matters to you? I got into health care because… What makes me proud to work here is… What matters to me in my work is… The most meaningful or best part of my work is… I know I make a difference when… When we are at our best, here’s what it looks and feels like… Humanizing X: Joy & Empathy at Work

  14. 4 Steps to More Joyful Work Human Centered Design Institute for Healthcare Improvement Humanizing X: Joy & Empathy at Work

  15. X Talk: Build peak moments Building Peaks Video

  16. Building Peaks

  17. What pebbles would be most powerful to build into peak moments for the TMX? Humanizing X: Joy & Empathy at Work

  18. Empathy is… Humanizing X: Joy & Empathy at Work

  19. Empathy vs Sympathy

  20. Is empathy something we are simply born with, or is it a skill that we can practice and improve? Humanizing X: Joy & Empathy at Work

  21. An exercise in empathy. Humanizing X: Joy & Empathy at Work

  22. Humanizing X: Joy & Empathy at Work

  23. Hackensack Meridian HealthService Standards— Connected to our 4 C’s Compassionate: We will always be caring and purposeful in our interactions with patients, their family and all people. Courageous: We will embrace coaching around caring behaviors and we commit to always do the right thing. Collaborative: We will work together to ensure a positive human experience for our patients, their family and all people.  Creative: We will share best practice and innovative solutions to create a better human experience. Humanizing X: Joy & Empathy at Work

  24. Service Standards Creative Act promptly to solve problems to meet or exceed the need Identify, find and report trends Extend a personal “thank you” to our patients and guests Collaborative Work together to provide exceptional levels of service Connect with each other to provide immediate service recovery, if needed Recognize colleagues for a job well done Compassionate Be present Greet each person and introduce yourself Make eye contact and smile Display appropriate body language at all times Courageous Ask and answer questions Listen for the person’s needs Empathize Offer assistance Apologize, if needed Humanizing X: Joy & Empathy at Work

  25. Empathy Skills Lab Humanizing X: Joy & Empathy at Work

  26. Guidelines for Humanizing X • Time- Be present. Greet and welcome, make eye contact and display appropriate body language. • Listen-Actively listen. Focus on the facts and feelings. • Connect- Empathize. Ask what matters most. TLC Humanizing X: Joy & Empathy at Work

  27. Simulation Skills Lab • Create trios and rotate roles: patient, team member practicing empathy, observer • Role play Humanizing X: Joy & Empathy at Work

  28. I can imagine this might feel . . . That sounds very difficult. What has this been like for you? Express Empathy Are you okay with that approach? I’m  hearing that… I can understand… Let’s solve this together… Would you tell me a little more?

  29. Round 1TLC Time- Be present. Greet and welcome, make eye contact and display appropriate body language. Listen-Actively listen. Focus on the facts and feelings. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work

  30. Round 2TLC Time- Be present. Greet and welcome, make eye contact and display appropriate body language. Listen-Actively listen. Focus on the facts and feelings. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work

  31. Round 3TLC Time- Be present. Greet and welcome, make eye contact and display appropriate body language. Listen-Actively listen. Focus on the facts and feelings. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work

  32. Round 4TLC Time- Be present. Greet and welcome, make eye contact and display appropriate body language. Listen-Actively listen. Focus on the facts and feelings. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work

  33. Simulation Skills Lab Debrief What did you learn? What were your successes? What were your challenges? Humanizing X: Joy & Empathy at Work

  34. “…create a system where everybody may take joy in their work.” W. Edwards Deming Humanizing X: Joy & Empathy at Work

  35. 4 Steps to More Joyful Work Human Centered Design Institute for Healthcare Improvement Humanizing X: Joy & Empathy at Work

  36. Human Centered Design Humanizing X: Joy & Empathy at Work

  37. Humanizing X: Joy & Empathy at Work

  38. Humanizing X: Joy & Empathy at Work

  39. Steps Humanizing X: Joy & Empathy at Work

  40. HOSPITAL Humanizing X: Joy & Empathy at Work

  41. HOSPITAL PEOPLE THINGS Humanizing X: Joy & Empathy at Work

  42. HOSPITAL Humanizing X: Joy & Empathy at Work

  43. ATTITUDES /EMOTIONS Humanizing X: Joy & Empathy at Work

  44. Humanizing X: Joy & Empathy at Work

  45. HOSPITAL Humanizing X: Joy & Empathy at Work

  46. Impact HOSPITAL Humanizing X: Joy & Empathy at Work

  47. Humanizing X: Joy & Empathy at Work

  48. Humanizing X: Joy & Empathy at Work

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