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LEADING YOUR
PATIENT EXPERIENCE STRATEGY
TO THE NEXT LEVEL
Faculty: Wendy Leebov • Dorothy Sisneros • Jill Golde
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©2016 Language of Caring, LLC
WARM-UP: SPEED-SHARING
1. 1 minute story of your pathway to patient experience leadership…
2. Brag about a strength that makes you GREAT in your role…
3. A patient experience challenge that keeps you up at night?
4. What is one hope you have for this workshop?
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©2016 Language of Caring, LLC
OBJECTIVES
• Assess your patient experience strategy
• Identify the critical steps that will lead your strategy to the next level
AGENDA
• YOU as change agent
• Mapping your patient experience strategy
• Strategy audit
• Ten key drivers: Strategy options for each
• Your next steps
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©2016 Language of Caring, LLC
YOU AS CHANGE LEADER
IN THE PATIENT EXPERIENCE MOVEMENT
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©2016 Language of Caring, LLC
CHALLENGE: REACH THE “TIPPING POINT.”(ACCORDING TO MALCOLM GLADWELL)
• Tipping Point: When isolated events crystallize into a significant trend or pattern
• With patient experience strategies: The point at which short-term behavior change becomes “the way we do things here”
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©2016 Language of Caring, LLC
HOW TO REACH
THE TIPPING POINT
1. Create an epidemic! 2. Make it stick!
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©2016 Language of Caring, LLC
RULE 1 FOR EPIDEMIC: THE LAW OF THE FEW
An epidemic starts with a critical mass of “super-infectors”—with disproportionate influence.
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This is YOU,
a “super-infector!”
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©2016 Language of Caring, LLC
NOTE: EPIDEMICS CAN BE VERY POSITIVE!
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©2016 Language of Caring, LLC
3 TYPES OF SUPER-INFECTORS NEEDED
Connectors
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EPIDEMIC
PromotersInformation
Mavens
Some of us have 1 strong tendency. Others have some of each!
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©2016 Language of Caring, LLC
SUPER-INFECTOR TYPES
Connectors Promoters Information Mavens
Networkers
Very social
Know everyone
Outgoing
Excited by ideas
Persuasive
Contagious enthusiasm
Inspire others
Knowledgeable
Resourceful
Love tools
Ideas for solving every
problem
• Where do you think YOU are?
• What does your team need more of?
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©2016 Language of Caring, LLC
YOU ARE KEY!
• Model
• Super-infector
• Change agent
• Catalyst
• Coach
• Booster
ARCHITECT
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©2016 Language of Caring, LLC
MAP YOUR STRATEGY.
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©2016 Language of Caring, LLC
MAPPING YOUR STRATEGY
• What have been (and are) some of your key aims and results?
• What strategies have been tried?
• What are some key wins?
• Map out your key milestones using the timeline.
• What people have been instrumental?
• What have been your biggest obstacles?
• What lessons have you and others learned?
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©2016 Language of Caring, LLC
STRATEGY AUDIT—TO MAKE YOUR STRATEGIES STICK
Ten Success Factors
A Integration with Mission, Vision, Values and Priorities: Connecting the Dots
B Sponsorship
C Alignment
D Accountability
E Patient and Family Engagement
F Frontline Engagement
G Physician Engagement
H Sustainability
I Measurement and Feedback
J Caring Culture
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1. In your organization, which factor is strongest?
2. On which factor do you most need to focus?
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©2016 Language of Caring, LLC
HOW TO USE THE SUCCESS FACTORS PROFILE
• In initial planning
• In assessing degree of implementation
• In strengthening sustainability
• In developing plans going forward
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©2016 Language of Caring, LLC
EXAMPLE OF SUCCESS FACTORS APPLIED:LANGUAGE OF CARING PROGRAMS
• Language of Caring
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©2016 Language of Caring, LLC
WE PARTNER WITH ORGANIZATIONS TO IMPROVE THE
PATIENT EXPERIENCE & BUILD A CULTURE OF CARING
THROUGH EXCEPTIONAL COMMUNICATION
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©2016 Language of Caring, LLC
Evidence-Based Curriculum---EVERYTHING You
Need; videos, team learning, reminder cards,
feedback & coaching tools…and more
All accessible on-line
Managers lead!
Respectful of time: 30-minute skill modules, one
skill at a time
Tools for habit building, evaluation, feedback,
recognition, and rounding
PROGRAM FEATURES
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©2016 Language of Caring, LLC
©2015 Language of Caring, LLC
LANGUAGE OF CARING CLIENTS (PARTIAL LIST)
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©2016 Language of Caring, LLC
NEW: PARTNERING TO IMPROVE PATIENT
EXPERIENCE IN AMBULATORY CARE
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✚
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©2016 Language of Caring, LLC
PROVEN RESULTS
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• Employee and physician engagement
and greater gratification
• Caring made visible
• CAHPS improvement
• Caring culture
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©2016 Language of Caring, LLC
PARTNERING WITH OUR CLIENTS, WE USETHE SUCCESS FACTORS.
Ten Success Factors
A Integration with Mission, Vision, Values and Priorities: Connecting the Dots
B Sponsorship
C Alignment
D Accountability
E Patient and Family Engagement
F Frontline Engagement
G Physician Engagement
H Sustainability
I Measurement and Feedback
J Caring Culture
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©2016 Language of Caring, LLC
SUCCESS FACTOR: SPONSORSHIP
• Leadership engagement process upfront
• Leadership kickoff
• Commitment statements
• Managers lead modules with work teams
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©2016 Language of Caring, LLC
SUCCESS FACTOR: ALIGNMENT
• Revamp hiring process to screen for caring communicators
• Build Language of Caring into job descriptions, performance review
• And very important…..
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©2016 Language of Caring, LLC
Communication
Safety
Magnet
Engaged Staff
CAHPS
Market Share
Patient Outcomes
Risk
Quality
Engaged Patients
ALIGNMENT: CONNECT TO OTHER PRIORITIES AND INITIATIVES
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©2016 Language of Caring, LLC
SUCCESS FACTOR: ACCOUNTABILITY
• Substantial work with leaders on:
• Setting higher expectations
• Tackling “normalized” behaviors
• Feedback tools and processes
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©2016 Language of Caring, LLC
SUCCESS FACTOR: FRONTLINE ENGAGEMENT
• Not all about patient experience: Pivotal link between employee engagement and patient experience
• Widespread engagement
• Focus groups
• Champion teams
• Opinion leaders as facilitators
• Peer coaching
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©2016 Language of Caring, LLC
SUCCESS FACTOR: PHYSICIAN ENGAGEMENT
• Involve, engage; treat as scientists
• Identify/build champions
• Position training as advanced skills, not soft skills
• Practice, feedback & peer coaching
• Doable within extreme time constraints
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©2016 Language of Caring, LLC
SUCCESS FACTOR: SUSTAINABILITY
• Feedback: How are we doing?
• Tactics to achieve individual mastery
• Habit-building
• Peer coaching
• Competency testing
• New employee process
• Tactics to strengthen culture of caring
• Reassess on Success Factors
• Strengthen recognition and performance management
• System of story sharing
• Expand network of champions--internal capacity
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MAKE IT STICK
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SUSTAINABILITY FEATURES
MAKE IT STICK
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©2016 Language of Caring, LLC
USE SUCCESS FACTORS TO PLAN… ANDTO ENSURE SUSTAINABILITY & RESULTS.
Ten Success Factors
A Integration with Mission, Vision, Values and Priorities: Connecting the Dots
B Sponsorship
C Alignment
D Accountability
E Patient and Family Engagement
F Frontline Engagement
G Physician Engagement
H Sustainability
I Measurement and Feedback
J Caring Culture
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©2016 Language of Caring, LLC
IT’S YOUR TURN!TACTIC SHARING WITH POST-ITS!
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©2016 Language of Caring, LLC
GETTING STARTED
• Roles
• Facilitator
• Recorder
• Reporter
• Timing
• 10 min to brainstorm and discuss
• 5 min to come to 3 ideas to report out
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©2016 Language of Caring, LLC
TACTIC SHARING WITH POST-ITS!
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The
HOWS:
One Idea
Per Note
Follow up—all
ideas will be
shared, so
capture them
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©2016 Language of Caring, LLC
IN YOUR GROUP: IDENTIFY YOUR 3 FAVORITE IDEAS.
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Ten Success Factors
A Integration with Mission, Vision, Values and Priorities: Connecting the Dots
B Sponsorship
C Alignment
D Accountability
E Patient and Family Engagement
F Frontline Engagement
G Physician Engagement
H Sustainability
I Measurement and Feedback
J Caring Culture
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©2015 Language of Caring, LLC 36
TACTICS
Success Factor: Integration with Mission, Vision, Values
and Priorities — Connecting the Dots
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©2015 Language of Caring, LLC 37
TACTICS
Success Factor: Sponsorship
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©2015 Language of Caring, LLC 38
TACTICS
Success Factor: Alignment
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©2015 Language of Caring, LLC 39
TACTICS
Success Factor: Accountability
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©2015 Language of Caring, LLC 40
TACTICS
Success Factor: Patient and Family Engagement
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©2015 Language of Caring, LLC 41
TACTICS
Success Factor: Frontline Engagement
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©2015 Language of Caring, LLC 42
TACTICS
Success Factor: Physician Engagement
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©2015 Language of Caring, LLC 43
TACTICS
Success Factor: Sustainability — STICKI-NESS
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©2015 Language of Caring, LLC 44
TACTICS
Success Factor: Measurement and Feedback
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©2016 Language of Caring, LLC 45
TACTICS
Success Factor: Caring Culture
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©2016 Language of Caring, LLC
RECAP: TAKING YOUR STRATEGY TO THE NEXT LEVEL
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Ten Success Factors
A Integration with Mission, Vision, Values and Priorities: Connecting the Dots
B Sponsorship
C Alignment
D Accountability
E Patient and Family Engagement
F Frontline Engagement
G Physician Engagement
H Sustainability
I Measurement and Feedback
J Caring Culture
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©2016 Language of Caring, LLC
GOING FORWARD
• As you reflect on all you’ve heard and shared today, what’s been affirming and/or reinforcing?
• Identify one or two things you’d like to take back and explore further.
• Your first steps?
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©2016 Language of Caring, LLC
THE CHALLENGE: REACH THE TIPPING POINT
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1. Create an epidemic! 2. Make it stick!
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©2016 Language of Caring, LLC
AN EPIDEMIC STARTS WITH A CRITICAL MASS OF
“SUPER-INFECTORS”—WITH DISPROPORTIONATE INFLUENCE.
YOU ARE KEY!
• Model
• Super-infector
• Change agent
• Catalyst
• Coach
• Booster
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©2016 Language of Caring, LLC
PREPARE TO BE CALLED….
• Inspiring, supportive, determined
• Tenacious and fanatical
• An organizational irritant
And take it as a compliment!
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©2015 Language of Caring, LLC 51
http://www.ted.com/talks/derek_sivers_how_to_start_a_movement
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We partner with healthcare organizations
to help them achieve an unparalleled patient
experience and a culture of caring through
exceptional communication.
We offer 2 breakthrough skill-building strategies
that elevate HCAHPS and CG-CAHPS scores.
Language of Caring for Staff
Language of Caring for Physicians
www.languageofcaring.com
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©2015 Language of Caring, LLC 53
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