Katie Owens - Healthcare Speaker and Executive Coach

Lead Author, The HCAHPS Imperative for Patient-Centered Excellence

Tag: #PXHACKS

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?”

 

Can We Afford to Stay in Our Lanes to Achieve Patient Experience Excellence?

As I was driving to the Nashville airport after a successful week at HealthStream Summit I saw a traffic sign that read, “Stay in Your Lane.” It caused me to reflect on how often we inadvertently give messages to our best and brightest talent to keep their eyes focused on the road ahead and not to waver. Looking at my own career and experiences, the most memorable moments, achievements or sources of support came from those chances to go above and beyond or be on the receiving end of an individual willing to go the extra mile. Can we afford to stay in our lanes to achieve patient experience excellence?

The Patient Experience

When it comes to the patient experience, there is not a person in our care that wants us to deliver a checklist, only do our job. They want to know they are our biggest priority- they want to trust us that in their moment of need, we will not stay in our lanes- we will unapologetically go above and beyond for them. We will be brave to speak out in the event we see an error, pray with them when they are scared or losing hope, comfort their loved ones and sit at their bedside just a moment longer.

The realities we face in our day to day grind can sometimes cause us to lose perspective. My dear colleague Kathy Boswell, Director of Organizational Development at Brookwood Baptist Health, shared; as leaders if our employees do not see us at our best, how can we expect each patient to see us at our best. Kathy reminded me that we are always on stage.

I was asked to be the opening keynote at our Patient Experience Workshop (attended by a group of national leaders who are passionate about every patient receiving the best care possible) and decided to poll the standing room only crowd. I wanted to know what actions or behaviors made them feel most reassured when they were a patient. The results (below) were compelling… When we are a patient, we want confident employees, communication, and eye contact. None of these require a capital investment. We are all called to re-sensitize the powerful role we play each day as soon as we put on our badge. It’s time to take action! I challenge you to stand up and stand out among your colleagues. Lead by example and BE the difference in the lives of your patients.

Stay in Your Lane

Let us not get distracted by the grind, our glance time, our productivity and forget that every patient deserves our very best. We can’t have a different standard between what we would want for ourselves or our loved ones and what we want for our patients. Do you think we can afford to stay in our lanes to achieve patient experience excellence? Let me know your thoughts by leaving a comment.

If you enjoyed this article you may be interested in “20 Tips to Help Elevate the Patient  Experience in a More Efficient and Effective Manner.”