Evidence Based Leadership Internal Customer Rounding

1. Evidence Based Leadership Internal Customer Rounding Julie Kennedy RN UAB LDI #2

2. “Patients may be touched by nearly 60 employees during an inpatient stay. It requires a total organizational effort to move the patient experience results significantly.” - Hardwiring Excellence (page 53)

3. What is Internal Customer Service? • Services, goods and products we provide to our fellow staff members and other departments to support our values • Steps we take to create and maintain an environment that reflects our values

4. “Working Through the Care Givers Hands”

5. Who are Our Internal Customers? • Clinical Staff • Non-Clinical Staff • Leaders • Physicians • Peers • Colleagues • Any Others? Why cant I be a “customer?”

6. What Do All “Customers” Expect? • Timely follow up/ follow through • Accurate resourceful information • Approachability • Consistency • Proactively • Caring

7. Departments that Don’t Measure Patient Experience? Interdepartmental Survey Tool • UAB launched an Interdepartmental survey tool for several departments that do not receive direct feedback from patients • The tool was designed to enhance leadership collaboration between departments that directly serve patients and their families, and departments that serve our internal customers or serve patients through support of another department.

8. Interdepartmental Survey Measures the services necessary to provide excellent patient care.

9. The Why • It can difficult for the ancillary leader to get customer feedback regarding what is good about their service and what needs to be improved • The level of service the nurse provides the patient is heavily dependent on the level of service provided by supporting departments • Just like patient care departments are being surveyed by our customer the patient, ancillary departments get the benefit of feedback from their customers

10. Goals of the Interdepartmental Survey • Identify trends and patterns of service for continuous quality improvement • Provide opportunities for celebration of success and excellent service • Provide opportunity for collaborative problem solving • Recognition of employee(s)

11. First Step: Interdepartmental SurveySecond Step: Rounding Purpose: Continuous improvement with eye on patient care

12. Rounding For Outcomes • Rounding on Internal Customers Holds It All Together Internal Customer Rounding Patient and Family Patient Family Staff and MD

13. Internal Customer Rounding Standard • Department heads will round on leaders who rated them a 3 or less within 90 days of receiving survey results using a rounding log. • If the department head receives 3s or lower from more than 20 different leaders, they can ask a designee(s) to assist with the rounding. • If a designee is used, it will be the department head’s responsibility to train the designee on the appropriate method for rounding on internal customers. .

14. Communication is a Two-Way Street

15. Internal Customer Rounding Standard • At the end of the 90-day period after discussing the feedback with the department head’s immediate supervisor, the department head will submit a written action plan for improvement to his/her immediate supervisor and the Chief Administrator Officer, Jeanetta Keller. • The immediate supervisor will approve the plan. • The department head will have 90 days to implement the action plan.

17. Purpose and Worthwhile Work • The real value of the interdepartmental survey is that it will over time align each person’s job to the bigger mission and vision and values of the organization. “ I helped put a man on the moon….”