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QUALITY

PYRAMID OF QUALITY. TERRY REILLY HEALTH SERVICES. DENTAL DEPARTMENT. QUALITY. EFFECTIVENESS. RELIABILITY. TEAM WORK. PATIENT SERVICE. ATTITUDE. COMMUNICATION. HONOR. EMPATHY. TALENT. INTEGRITY. PYRAMID OF QUALITY. TERRY REILLY HEALTH SERVICES. DENTAL DEPARTMENT. QUALITY.

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QUALITY

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  1. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

  2. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

  3. integrity • “So live that you would not mind selling your pet parrot to the town gossip” • ~ Will Rogers • “Character is what you are in the dark” • ~ D. L. Moody

  4. Integrity in a person: • Consistently honest and sincere • Continuity of character across social boundaries • Faithful to commitments • Does the right thing • Pleasantly does what they say they will do

  5. Bold and Bare Facts • Most people feel they have high integrity • Yet, 93% of American workers admitted to lying regularlyat work • 60% said they knew of an ethical violation at work but did not report it • 47% of Fortune 1000 secretaries had been asked to lie by their bosses

  6. always do what you say you will do • With no malicious gossiping • No backbiting

  7. never lie or blame others • OWN YOUR MISTAKEs • Respect your co-workers!

  8. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

  9. HONOR

  10. = • We laugh at honour and are shocked to find traitors in our midst. (C.S. Lewis) • Rather fail with honour than succeed with fraud.. (Sophocles) • The fate of humankind is often determined by specific, positive or negative, social estimation of honor. • We are often given awards for honorable acts.

  11. Honor VS Integrity • “He acts with integrity” • We find his actions honorable. • So integrity is what we emanate • Honor is abiding by the highest social codes within a given group • Honor is ACHIEVED through others acknowledging our actions

  12. CODE OF HONOR • U.S. Navy places honor among the highest achievements. • It greatly supports self-esteem and gives us a sense of purpose • It enhances our Integrity

  13. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION Honor Empathy TALENT INTEGRITY

  14. EMPATHY

  15. Contrasting phenomena • Sympathy – “I’m sorry for your pain” • Apathy – “I ignore your feeling” • Telepathy – “I know how you feel, I’m reading your mind” • Hip – “I sense your vibes” • Empathy – “I understand how you feel”

  16. Bottom Line • The more time we spend thinking of others the more we are liked and the less we worry about ourselves. • Truly understanding others leads to caring, thoughtful actions • It is the opposite of egocentric action

  17. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

  18. COMMUNICATION • ITS: “HOW YOU SAY IT” • IT’S: “WHAT YOU DON’T SAY” • THEN IT’S: “WHAT YOU SAY”

  19. Lack of Communication • Leads to mistrust • Leads to wrong conclusions • Leads to inefficiency • Degrades Teamwork • Lowers Morale • Say what you think -respectfully

  20. WHAT PEOPLE REALLY “HEAR” • CONTENT – 24% • INFLECTION – 30% • NON-VERBALS – 46%

  21. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

  22. TALENT • A SPECIAL NATURAL ABILITY OR APTITUDE

  23. DON’T BE SATISFIED WITH BEING THE “BEST”-BE BETTER!!!!WE CAN INCREASE OUR TALENT! • We have enough innate ability • We have the capability • We have the “know how” • We have what it takes • THERE IS NOTHING HOLDING US BACK BUT OURSELVES

  24. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION HONOR EMPATHY TALENT INTEGRITY

  25. TEAMWORK

  26. THE WHOLE IS GREATER THAN THE SUM OF THE PARTS • No team has ever won without complete support from every team member • When you are at work never lose sight that you are either contributing to the team or letting the team down • Personal lives just have to take a back seat

  27. Examples of great teams • BSU – their individual talent was less than several of their opponents but the sum was greater • Biologic teams – coral reef, your body, the rhizomes that are vital to plant growth • The Blue Angels • Are we a great team?

  28. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

  29. patient service PATIENT SERVICE

  30. Patients’ Expectations • Telephone courtesy – smiling voice that sounds eager to help • The staff seems genuinely concerned for their welfare • Not distracted be personal conversations • Non-verbals show a deep respect for their time and concern for quality care

  31. Patient expectations • Respect for their time – appointed patients should not wait more than 15 minutes without an explanation • Courtesy – even when it hurts! • The center of focus for all staff • Treated with utmost professionalism • They are the source of our LIVELYHOOD.

  32. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIVENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

  33. ATTITUDE • Is a habit that requires practice • Go out of your way to help someone else • Evaluate all negatives in your life – LET THEM GO!

  34. ATTITUDE • Evaluate all negatives in your life • Be prepared to change: Friends Family – I’M NOT KIDDING Habits

  35. ATTITUDE • Refuse to use negative language • You will be the way you talk • We become what we think about and we talk the way we think • Believe it or not, you control every thought!

  36. attitude • Accountability verses Victim • A way of life • A way of reacting • We do not control what happens in life, we control how we react to it. • It takes 21 days to de-trigger a bad habit

  37. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

  38. EFFECTIVENESS

  39. Effectiveness is a measure of meeting goals, objectives and expectations

  40. Ways to be effective • Always be on time • Complete all assigned tasks efficiently • Look for ways to improve • Be pro-active in creating ways to help your team • Find the best avenues to work within the scope of your job • Find ways to improve your own job description and enhance you team’s efforts

  41. Ways to be ineffective • Chronically late • Calling in sick just because you want the day off • Having a chip on your shoulder about a fellow staff member • Looking at the negative rather than finding the positive • Thinking about personal problems and forgetting work issues • THAT’S NOY MY JOB!

  42. TERRY REILLY DENTAL TRIPLE “E” AWARD • EFFICIENCY • EFFECTIVENESS • EFFORT

  43. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

  44. RELIABILITY • In many jobs, it does not cause great problems to be late or missing • NOT IN DENTAL!

  45. The nature of our work makes reliability very important • When one of us is missing someone else has double the load because the number of patients remains the same. • We have very small staffs • We do our best to accommodate personal needs whenever possible but we need you.

  46. PYRAMID OF QUALITY TERRY REILLY HEALTH SERVICES DENTAL DEPARTMENT QUALITY EFFECTIENESS RELIABILITY TEAM WORK PATIENT SERVICE ATTITUDE COMMUNICATION EMPATHY TALENT INTEGRITY HONOR

  47. QUALITY

  48. Quality Defined • Quality has no specific meaning unless it is related to a specific function • Quality is perceptual, conditional, and somewhat subjective • A MEASUREMENT OF COMPLIANCE TO ESTABLISHED REQUIREMENTS

  49. BUT EXCELLENTQUALITY SHOULD ALSO CONTAIN A MEASURE THAT EXCEEDS REQUIREMENTS

  50. If you are going to achieve excellence in big things, you develop the habit in little things. Excellence is not an exception, it is a prevailing attitude • Colin Powell

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