2. Page 2 Connecting the dots… We strive to… By being… Which we can achieve through… But not without…

3. Page 3 StandardizationAccelerators Must Haves ® Performance Gap Objective Evaluation System Leader Development Foundation Breakthrough STUDER GROUP ® : Rev 11.08 Agreed upon tactics and behaviors to achieve safety, quality and service goals  Rounding for Outcomes  Thank-You Notes  Clinical calls  Selection and 90- day meetings  Key Words at Key Times (AIDET) Re-recruit high and middle performers Move low performers up or out Coffee Cup Conversations “What Will You Tolerate” Processes that are consistent and standardized throughout the organization 1:1 Meeting Model Patient Call Manager Leader Evaluation Manager Stop Light Report “Innovations!” Aligned GoalsAligned BehaviorAligned Process Initiate Leadership Development for teaching leadership skills to achieve desired results in safety, quality and service behaviors Skill Vs Will Implement an organization- wide staff/leadership evaluation system (LEM) to align goals in: safety quality service “Everything is Behavioral!” UAB Medicine Reaching for Excellence Evidence-Based Leadership SM

4. Page 4 Patient and Family Staff and Physician Rounding For Outcomes Patient Care Internal Customer Rounding  Rounding is how we build a sustainable feedback cycle

5. Page 5 Rounding for Engagement – Staff and Doctors Align Questions to Fit Desired Outcomes of the Organization (hit those Q12!) Concern and Care What is Working Well People to Recognize Systems to Improve Tools and Equipment Follow-up We already talk to our staff and doctors anyway…

6. Page 6 Stop Light Report Completed: These are items that were able to be addressed immediately Work in Progress: These are opportunities that we are working on We Can’t Do Right Now: and the reason why

7. Page 7 Thank You Notes help build engagement! ~Writing a Thank You note is a small but a gracious way to make others feel appreciated~

8. Page 8 AAcknowledge IIntroduce DDuration EExplanation T Thank You AIDET: A Fundamental Communication Tool

9. Page 9 What happens with AIDET?  Decrease anxiety with increased compliance Decreases Anxiety Improves Compliance Increased clinical outcome and increased patient satisfaction + = 84% of patients choose their family physician on the basis of how well they communicate… 84% of patients choose their family physician on the basis of how well they communicate…

10. Page 10 StandardizationAccelerators Must Haves ® Performance Gap Objective Evaluation System Leader Development Foundation Breakthrough STUDER GROUP ® : Rev 11.08 Agreed upon tactics and behaviors to achieve safety, quality and service goals  Rounding for Outcomes  Thank-You Notes  Clinical calls  Selection and 90- day meetings  Key Words at Key Times (AIDET) Re-recruit high and middle performers Move low performers up or out Coffee Cup Conversations “What Will You Tolerate” Processes that are consistent and standardized throughout the organization 1:1 Meeting Model Patient Call Manager Leader Evaluation Manager Stop Light Report “Innovations!” Aligned GoalsAligned BehaviorAligned Process Initiate Leadership Development for teaching leadership skills to achieve desired results in safety, quality and service behaviors Skill Vs Will Implement an organization- wide staff/leadership evaluation system (LEM) to align goals in: safety quality service “Everything is Behavioral!” UAB Medicine Reaching for Excellence Evidence-Based Leadership SM

11. Page 11 Resources  Documents related to Reaching for Excellence available on ONE site  Click the AMC 21 section on ONE and then proceed to Reaching for ExcellenceONE  Office of Quality and Safety (975-4011)  Associate Quality Officer for Patient Experience  Rodney Tucker, MD rtucker@uab.edurtucker@uab.edu  Director of Service Excellence  Chris Brainard, MSHA cbrainard@uabmc.educbrainard@uabmc.edu