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G.R.E.A.T. TM Consistent, Connected, System-wide Communication 2

Ⓒ 2016 Edward-Elmhurst Health 1.Identify reason for communication service standard 2.Explain components of G.R.E.A.T. TM 3.Demonstrate G.R.E.A.T. TM encounters 4.Develop plan to roll out G.R.E.A.T. TM to all staff 5.Identify strategies to hardwire G.R.E.A.T. TM into daily workflows 6.Explore means of sustaining and monitoring G.R.E.A.T. TM 3 Objectives for G.R.E.A.T. TM Trainers

Ⓒ 2016 Edward-Elmhurst Health 4 Strategic Map FPO insert your company’s strategic road map

Ⓒ 2016 Edward-Elmhurst Health 5 Service Standards Connect Mission/Vision/Values to Culture Mission What we do. Vision Where we go. Culture Values Who we are.

Ⓒ 2016 Edward-Elmhurst Health Our Healthy DRIVEN Values 6 A passionate pursuit of continuous improvement Determination A belief that everyone should be treated with dignity – our patients, their families and each other Respect A firm commitment to always doing the right thing Integrity A forward-focused mindset that emphasizes collaboration and innovation Vision A steadfast focus on delivering safe, highly reliable care to ensure a distinctively high quality, patient-centered experience Excellence A dedication to providing hope, encouragement, empathy and compassion Nurturing

Ⓒ 2016 Edward-Elmhurst Health  Improves patient safety  Improves medical outcomes  Increases your patients’ loyalty  Lowers malpractice rates  Reduces risk 7 The Role and Importance of the Patient Experience

Ⓒ 2016 Edward-Elmhurst Health 8 G.R.E.A.T. TM – Our Service Standard

Ⓒ 2016 Edward-Elmhurst Health Everything we say matters…everyone is listening. Everything we do matters…everyone is watching. 9 Service Standard Good Culture Great Culture

Ⓒ 2016 Edward-Elmhurst Health Our G.R.E.A.T. TM – Our Service Standard 10 Introduce yourself in a welcoming, reassuring way. Greet Actively listen for needs and respond in an authentic, empathetic manner. Relate Clarify your role and the situation/plans as clearly as possible. Explain Inquire with open-ended questions to gauge understanding. Ask Show gratitude for the interaction and wish them well. Thank

Ⓒ 2016 Edward-Elmhurst Health  Improve patients’ perception of care/service  Reduce fear and anxiety  Reduce complaints and misperceptions  Increase compliments  Improve patient adherence to optimal treatment  Strengthen relationships and trust with patients, visitors and coworkers 11 Goals of G.R.E.A.T. TM

Ⓒ 2016 Edward-Elmhurst Health Our G.R.E.A.T. TM – Our Service Standard 12 Introduce yourself in a welcoming, reassuring way. Greet Actively listen for needs and respond in an authentic, empathetic manner. Relate Clarify your role and the situation/plans as clearly as possible. Explain Inquire with open-ended questions to gauge understanding. Ask Show gratitude for the interaction and wish them well. Thank FPO Need video off server

Ⓒ 2016 Edward-Elmhurst Health Message: Make others feel welcome, builds trust  Ask permission to enter the room  Smile and make eye contact at all times  Show a positive attitude  Acknowledge everyone with the patient. Use the patient/customer name  Introduce yourself by name, title and explain your role in the team of care givers  Hand off to others by using name/department 13 G. | Greet

Ⓒ 2016 Edward-Elmhurst Health Message: Demonstrates concern, empathy and compassion. Builds relationship.  Use patient/customer name  Relate to the person in some way, ask about their career, family, pets, weather. Offer a compliment  If an appointment, state we are expecting you  Use empathy statements, I am sorry to hear you are not feeling well, that must have been difficult for you.  Understand patient’s sense of urgency – we will take care of that right away  Use calm tone of voice. Offer comfort by touching arm 14 R. | Relate

Ⓒ 2016 Edward-Elmhurst Health Message: Narrate what will happen – ease fear, manage expectations  USE UNDERSTANDABLE LANGUAGE - no acronyms or medical terms!  What will happen/what I am doing  What they should expect (including how long will the test, procedure/task take, any wait time?)  Why we are doing what we are doing  How it fits in with the overall plan of care  When to anticipate results 15 E. | Explain

Ⓒ 2016 Edward-Elmhurst Health Message: Manage and anticipate expectations. Clarify understanding  Anticipate the person’s concerns and provide answers  Avoid questions with a yes / no answer such as “Do you have any questions”, or “Do you understand?”  Use questions that require a sentence or more response  Tell me about your medications  Please explain your test to me  Where will you park? 16 A. | Ask

Ⓒ 2016 Edward-Elmhurst Health Message: Show your appreciation for the interaction  Thank you for choosing our facility  Thank you for waiting  Thank you for trusting us to care for you  Thank you for letting me care for you today  I hope you are feeling better  May I assist you with anything else? 17 T. | Thank

Ⓒ 2016 Edward-Elmhurst Health Fundamentals of Communication Effective tool for and telephone too! 18 G.R.E.A.T. TM …Not JUST for Face-to-Face Interactions

Ⓒ 2016 Edward-Elmhurst Health 19 Attitude is Everything! SUCCESS!

Ⓒ 2016 Edward-Elmhurst Health Developing Your Own G.R.E.A.T. TM interactions Show us how G.R.E.A.T. TM you are…. 20 Practice

Ⓒ 2016 Edward-Elmhurst Health 21 Training Your Team | Action Plan

Ⓒ 2016 Edward-Elmhurst Health  Encourage everyone to create their own G.R.E.A.T. TM statements and practice using them  Ask staff for ideas for improvement and use those ideas  Designate a patient experience champion, an “influencer” within the group – to be responsible for the initiative  Usage of G.R.E.A.T. TM should be based on buy-in, engagement and empowerment  10 minutes daily Huddles - get feedback from the staff on usage of G.R.E.A.T. TM, generate more ideas for improvement  Reassess the usage of G.R.E.A.T. TM monthly to maintain the usage of G.R.E.A.T. TM Round on staff everyday to motivate the staff and ask if they have what they need to do their daily job requirements  Share positive comments from the patient experience report; this will make everyone more engaged and open to suggestions for improvement. 22 Training Your Team | Ideas for Hardwiring

Ⓒ 2016 Edward-Elmhurst Health Sustaining skill use and maintaining a service environment:  Employee behavior is a function of individual ability and the environment  New trained behaviors are short-lived if the environment isn’t supportive  Manager’s action are a powerful influence  Critical for manager to model, reinforce, coach 23 Training Your Team | Critical Role of the Leader