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