Exceptional Patient Experience

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

2. Objectives • Identify the departments that are a priority for interdepartmental rounding • Review the steps for interdepartmental rounding • Practice rounding on a customer department

3. Leader Rounding at Four Levels

4. 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

5. 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

6. 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?

7. 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

8. Rounding Steps

9. Step 1: Build the Relationship • Provide an introduction • Maintain eye contact/smile • Put the person at ease

10. Step 2: Set Expectations • Explain reason for rounding • Encourage open and honest communication

11. 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

12. 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

13. 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

14. 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

15. Thank You.