1. Generating Synergy to Improve Customer Satisfaction

2. PCS - Educational Services – Quality Council – CustomerCare Team 4 key entities working in concert!

3.  5 Problem Areas Identified: 1. Promptness to call 2. Nurses Attitude 3. Pain Control 4. Privacy 5. Friendliness & Courtesy  Pilot kicked-off on November 3, 2009 and continued each week until all 5 areas were addressed to all staff on 4-Medical  4 Qtr data showed an increase in customer satisfaction  Celebration held on 02/02/10, for 4-Med Staff in appreciation for efforts made in improving customer satisfaction Results: Inconsistent

4. 1. Promptness to Call 4-Medical Pilot Focus: Pain – Are you having any pain? Potty – May I help you to the bathroom? Position – Please allow me to assist you in changing position. Communication – Is your call light, phone, & bed control with in reach? Alarms – Address alarms in a timely manner and provide reassure for the patient Concerns – Do you have any concerns I can help you with? Current Tools: AIDET ARW Clinical Orientation Employee Handbook New Call Light System

5. AIDET: 5 Simple Steps to Make a Positive First Impression and to Ensure Positive Interaction throughout the Customer’s Experience. Acknowledge Introduce Duration Explanation Thank you First step in forming a relationship with a customer. Acknowledge patient and family. Use a greeting, smile, eye contact…adjust covers. Introduce self with title. Use customer’s name. Implement service recovery if needed. Apologize and Commit. Explain how long any tests/procedures might take, use key words for keeping customer informed. Under-Promise and Over-Deliver. Explain the plan of care, what tests and treatments the customer can anticipate and seek out answers to any questions. Give reassurance. Use “key words.” Thank customer for waiting, providing information and choosing our hospital.

6. 4-Medical Pilot Focus Smile Eye contact Acknowledge patients by name Identify yourself Explain what you will do Current Tool: AIDET Acknowledge Introduce Duration Explanation Thank You AIDET will be the CustomerCare Team focal point at the October Benefits Fair.

7. 3. Pain Control 4-Medical Pilot Focus My goal is to help you manage your pain. Please let me know if this medication is not working to manage your pain. Is the medication working to manage your pain? I notified the physician regarding management of your pain. Current Tools AIDET ARW Communication Boards Clinical Orientation Employee Handbook

8. 4. Privacy Knock before entering I will close this door to protect your privacy. Is it ok for me to ask you questions with your visitors present? 4-Medical Pilot Focus Current Tools AIDET ARW Clinical Orientation General Orientation Employee Handbook

9. 5. Friendliness / Courtesy 4-Medical Pilot Focus Our goals for you today are… Is there anything else you would like us to focus on? I may be away for little while, Is there anything I can do for you before I leave? It is time for your bath. I’ll be happy to help you any way I can. Are you satisfied with the cleanliness of your room? Keep personal conversations in an isolated area such as the break room. Provide “Quiet Times,” especially between 2200 and 0700. Current Tools AIDET ARW Clinical Orientation General Orientation Employee Handbook Switchboard “Quiet Time” Announcement after visiting hours

10. Staff Objectives 4-M & 5-W Staff Objectives See all patients on admission Nurse Manager leave business card Introduce self and welcome to unit Ensure patient is oriented to surroundings Ensure patient is familiar with unit routine Immediate service recovery Include patient in their plan of care Explain:

11. CustomerCare EMPLOYEE HANDBOOK Press Ganey Priority Index and HCAHPS Questions… linked to the 9 Customer Service Absolutes

12.  Call Lights  Communication  Confidentiality/Privacy  Customer Waiting  Managing Up  Rounding  The People Factor…changing mindset from “patient to customer.”

13.  Wake-up call to reduce annual turn-over rate (25%)  Adopted “Service Heroes Program,” developed by award winning Baptist Healthcare…proven track record in employee and patient satisfaction.  All staff receive 3-hours of Service Hero Training + 2 hours of HCAHPS training for Clinical Staff  For continuity, all veteran staff will be required to attend Service Hero Training

14.  Focus on “Customer’s Perception of Care” vs. Surveys  A clear direction  Defined expectations for every IP Unit with built-in accountability  A committed and comprehensive team  Maximizing existing tools to ensure consistency  Intense training to hardwire results  Tapping CustomerCare Team SuperUsers  Staying the course