you which side will you choose?. choice to move from one side to another; to pass over mediocrity....
TRANSCRIPT
CHOICE
to move from one side to another; to pass over mediocrity.
• Obstacles/Roadblocks: • Ways to overcome:
Choice:
BEWARE OF THE ENEMY CALLED
AVERAGE
˚
“Mediocrity is a region bound on the north by compromise, on the south by indecision, on the east by past thinking and on the west
by a lack of vision.”John Mason
Let’s be courageous to go from where we are to where we deserve to be in customer
satisfaction.
calling card and business
reputation.It supports our
brand.
OUR QUALITY AND SERVICE IS OUR
— IT’S A STATE OF MIND, A COMMITMENT, A RESPONSIBILITY, A SPIRIT, A WAY OF DOING, BEING AND LIVING.”
“Quality is more than a chart, or a standard, or
a specification
as seriously as WE do!
OUR CUSTOMERS WILL ONLY TAKE OUR APPROACH TO SATISFACTION
HowSerious Are We
?
When you take patient satisfaction very seriously:
You will achieve higher quality of care Your staff will be more content with their jobs
and turnover will be lower You will be more likely to stay financially healthy Your competitive position will be strengthened You will be less likely to be sued
Administration
Patient Care
Services
Quality Council
Educational Services
CustomerCare Team
“Resource”
COLLABORATION FOR
CONTINUITY
New Hire General Orientation: Service Heroes
New Hire Clinical Orientation: HCAHPS FocusTraining for Veteran Staff 11/18/11: Service Heroes
The biggest crisis facing healthcare today is that people working in it no longer feel heroic.o Although every day they have the opportunity to be a hero in someone’s
life. What is a hero?
oMakes a difference in someone’s life.
o Is remembered fondly by someone else for the rest of his/her life.
STOP AND TAKE A PICTURE
HOW CAN WE HELP SHIFT OUR CULTURE?
FOCUS ON “EMPLOYEE ENGAGEMENT”
Gallup reports that highly satisfied groups of employees often exhibit above-average levels of the following characteristics:
• Customer loyalty (56 percent)
• Productivity (50 percent)
• Employee retention (50 percent)
• Safety records (50 percent)
• Profitability (33 percent)
“Employee satisfaction leads to
customer satisfaction. When internal
customers (employees)are happy,
they treat external customers well.
Customers will keep coming back for
more. This grows the
relationship and leads to customer loyalty.”
-Richard Federico, Vice President and National Work-Life Practice Leader at The Segal Company in “Survey Links Work-Life Programs to Employee Performance
People’s behaviors directly impact the work environment and customer experience.
Customer service and a positive work environment are connected.
Internal customer service precedes external customer service.
Accountability to the same standards is critical. A fair workplace is a positive workplace. Recognition restores pride in the workplace. Leaders can restore pride in healthcare by
reassuring workers they can be service heroes.
CONNECTING THE DOTS
SGMC’s Front-Line Directly Impacts Customer Perception and our
Bottom-Line
Simple Can be Harder than Complex"That's been one of my mantras - focus and
simplicity. Simple can be harder than complex: You have to work hard to get your thinking
clean to make it simple. But it's worth it in the end because once you
get there, you can move mountains.
Creativity is just connecting dots. You‘ve got to start with the “customer experience” and work back toward the technology - not the other way around.”
STEVE JOBS1955 - 2011
LEADERSHIP MINDSET SHIFTS
From To
Provider Orientation Customer Orientation
Silo Thinking Organizational Perspective
Directing Coaching
Status Quo Thinking Courage, Risk and Change
Busy-ness Results
Telling Facilitating Dialogue
Protecting Turf Building Relationships
Function Manager Business Leader
Employee as Expendable
Employees are Priceless
HCAHPS QUESTIONSThe 27 questions are broken down in the following sections:1. Nurse Communication2. Doctor Communication3. Pain Management4. Medicine Communication5. Hospital Cleanliness &
Quietness6. Discharge Information7. Overall Hospital Rating8. About You
The questions are designed by patient perception with frequency based answers ranging from NEVER, SOMETIMES, USUALLY,
AND ALWAYS
Press Ganey Scores3rd Qtr 2011 (July, Aug & Sept)
Inpatient: GOAL 50% RankOB 94% Rank3W 59% Rank4W 60% RankFood Services 88% Rank
Ambulatory Surgery: Goal 65% RankNew Surgery Center 71% Rank
Emergency Dept. Goal 50% Rank 58% Rank
CONGRATULATIONS TO THE FOLLOWING FOR MAKING GOAL!!
GREAT
JOB!
Inpatient-HCAHPS only questions for SGMC & SNH-Press Ganey will continue to be our survey vendor-Move from mail to phone methodology-Guaranteed 1,000 completed surveys a year
Ambulatory Surgery-Proceed with same Press Ganey survey questions for SGMC-Move from mail to phone methodology-Guaranteed 1,000 completed surveys a year
Looking Ahead to FY12
Customer Satisfaction Survey Tools
Emergency Dept.-Proceed with same Press Ganey survey questions for SGMC-Move from mail to phone methodology-Guaranteed 1,000 completed surveys a year
Focus on “Customer’s Perception of Care” vs. Surveys A clear direction Defined expectations organizational-wide with built-
in accountability A committed, comprehensive and united internal
team Maximizing existing tools to ensure consistency Intense training to hardwire results Tapping CustomerCare Team & Customer Satisfaction
Tools Staying the course
KEYS TO HARDWIRING RESULTS
“Continuous effort —not strength or intelligence—is the key to unlocking our potential.” —Winston Churchill
UPDATED – TIMELY – – PRACTICAL APPLICATIONS & SOLUTIONS – USER-FRIENDLY
Press Ganey Priority Index and HCAHPS Questions…
linked to the 9 Customer Service Absolutes and Best Practices
BE
It’s Your Choice