1. How Are We Connected? Our Patients, Staff…& You Food & Nutrition Services: Bedside Bistro

2. How Are We Connected? What does Service Excellence mean to you, personally?

3. Myths & Reality  We can afford to lose some patients; we can replace them with others.  No news is good news  Obtaining new patients costs 5 times as much as retaining existing ones.  A dissatisfied patient tells 9 to 10 people of their dissatisfaction.  Most dissatisfied patients (95%) do not register complaints.

4. Our Service Excellence Partners  2110 Employees  520 Physicians  423 Volunteers  44, 000 Patient Visits to the ED  Over 18,000 Inpatients  4,800 Ambulatory Surgery patient procedures  Over 300,000 Outpatient Visits Overall (Cardiology, Radiology, PT, Wound Center, Lab, etc) —and counting!

5. Inter-Connection: The Relationship Context  How do we learn from our Patients/Families?  Complaints, Compliments and Grievances  Our two patient satisfaction Survey worlds!  Root Cause Analyses  What does the medical record teach us?  Lastly-the glue-Teamwork!

6. Case Study – The Relationship Bank First 30 seconds sets the tone Experience reinforces What we tell others Creates relationship or not Unfortunate event Reaction

7. The Part You Play & The Relationship Bank  Research shows:  Patients with service gaps are at increased risk for medical errors  Patients who have trust in the clinical team are more forgiving  Complaints –see them as a gift!  “Risk…not predicted by patient characteristics…risk related to dissatisfaction with ability to establish rapport”

8. Teamwork & Relationships The Part You Play  Patient Safety & Service Excellence go hand-in hand  How we speak with one another, and how we work together; matters to our patients and families  Inpatient Hourly Safety and Service Rounding  Scripted behaviors & words from our nursing staff colleagues  Builds trust & establishes expectations  You can help! Your view of the room and bedside areas  Show you care by avoiding:  “we are short staffed today”…It is the weekend”…  Silence, and not addressing difficult service situations

9. When things go wrong - help make them right!  “Service Recovery”  Acknowledge the concern; express regret  Make amends; respond quickly and sincerely  Turn to others for assistance in responding  Is the concern addressed? Yes? Direct impact on the patient’s well-being, and yours!  We can learn every day from our patients & families

10. Aggregate Patient Satisfaction Data= Real People COLLECTEDCOLLECTED PATIENT & STAFF STORIES OVER A PERIOD OF TIME SATISFACTIONSATISFACTION DATADATA

11. Let’s Look at Our Two Patient Satisfaction Worlds Patient Perception Survey Identifies areas for increasing patient loyalty Operational Excellence HCAHPS Survey Identifies areas for improving frequency of behaviors Service Excellence ServiceAnticipation

12. HCAHPS – Methodology  18 core questions about the patient experience; the focus is the frequency of key behaviors from the hospital team.  The CMS website reports the percentage of patients who gave the most positive answer to how often a behavior was observed.  Never, Sometimes, Usually & Always are the choices for survey answers; "ALWAYS" is the answer of interest.  CONSIDER: If patients are satisfied with services, they will report that the service happened all the time. "Do you mean that we will now be paid based on how happy our patients are with their service?"

13.  Hourly Safety & Service Rounding; national priority  Bedside Handoffs  Daily Huddles  Rapid Daily Rounds  Follow-Up Discharge Phone Calls  Manager/Leader Rounding: All shifts  Support patient/family role in safe care  What more can you do? Our Best Practices: Relationships

14. Teamwork "Alone we can do so little; together we can do so much." Helen Keller

15. How Can I Make or Break Teamwork? At the heart is this simple concept: “If Something Comes Up, Let Me Know As Soon As You Can”. (24/7, 365 days a year)

16. What does a Successful Team Look Like?  Able to see the “big picture” and departmental details at the same time  Easily adaptable; no surprises and few crises  Understand that our Values are more than just words on paper  “Problems” are challenges; group learning for all safety and service lapses  Each staff member can articulate how his/her own behaviors affect the goals of the Department/Hospital

17. Building a Successful Team  Think of Departmental issues as a group/team challenge  Recall that you're a big part of your Team's climate  Avoid turning group rumors into facts  Build alliance with co-workers rather than trying to convert everyone to your point of view  Loose your emotions about your own point of view— 90% of what anyone remembers is the tone & body language  Think…What do YOU want to be remembered for?

18. How We Need to Feel!

19. How Are We Connected? “ I have learned that people will forget what you said, and people will forget what you did, but people will never forget how you made them feel”