Katie Owens - Healthcare Speaker and Executive Coach

Lead Author, The HCAHPS Imperative for Patient-Centered Excellence

20 New Year Tips to Help You Elevate the Patient Experience in a More Efficient and Effective Manner

With 2016 coming to a close, I thought I would include 20 tips for 2017 to help elevate the patient experience in a more efficient and effective manner. I like to call it #PXHACKS!

Wishing you a happy New Year that will bring you greater heights of success and prosperity.  -Katie

  1. Ask your team what made them feel most reassured when they have been a patient. Rate your department on those criteria.
  2. Set a measurable, time-bound patient experience department goal. Strive to achieve a target that links to your organizational goal.
  3. Ask your staff to take Patient Experience Survey most related to their work environment. Educate how patients hold us accountable
  4. Create a list of Zero Tolerance words (short staffed). Engage your team to turn negative words into reassurance.
  5. Engage high achievers as champions in Patient Experience journey-those motivated & passionate- let them create momentum with you.
  6. We are always onstage with the Always Patient Experience-Compassion, Verbal, Non-verbal Cues.
  7. Upon visit, have admissions ask patients and families what is most important for their care. Use whiteboard to document.
  8. You are empowered. If you see trash pick it up, greet colleagues, patient and families with eye contact and a hello.
  9. Sit at eye level when communicating important information.
  10. Narrate your care and process. Never assume patients and families understand what you are doing and why.
  11. Always reinforce your patients and their families are in good hands with you and your organization.
  12. RELATE w/ every patient: Reassure, Explain, Listen, Answer, Take Action & Narrate Care, Express Appreciation.
  13. Block 30 minutes every week to walk in the shoes/crutches of your patients. See & feel patient experience from their perspective.
  14. Set Expectations early and often. Remember every person in your care is not used to the role of patient.
  15. Reward & recognize employees for going above & beyond for Patient Experience. No one ever feels over recognized at the end of each week.
  16. Give staff feedback about their performance. Share Survey results, patient experience comments and rounding feedback.
  17. Seek patient and family feedback when implementing programs. Let the voice of your healthcare community guide you.
  18. We miss the mark with Hourly Rounding & Bedside Report. It is not about the checklist or task but patient engagement and empowerment.
  19. Go on a ‘gurney journey’ to empathize with your patients and design improvements.
  20. Establish PX competencies for individuals who wear badges across the care Train and validate behavior.

What are your 2017 #PXHACKS (Patient Experience) Tips? Send me your feedback. If you enjoyed this post you may also like the article titled, “Can We Afford to Stay in Our Lanes to Achieve Patient Experience Excellence?”

 

2 Comments

  1. Leigh Ann Bradley

    December 30, 2016 at 1:47 pm

    Great tips for the New Year; thank you! These help us keep our focus on the patient and not on the tasks!

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