Patient and Family Engagement: It Begins With Me Carol Santalucia, mba, President

About Me Personal Professional Why this work matters

You All Make a Difference!

Essential Skills to Engage Patients and Families

4 Essential Skills Demonstrate personal accountability Make emotional connections Practice service recovery Support peers with feedback

Demonstrate Personal Accountability

What is Accountability? Personal accountability Holding others accountable

Personal Accountability you control over your own actions and your own success. Gives you be more effective and more successful with peers and coworkers. Helps Personal accountability is internally focused. It gives you control over your own actions and your own success. Personal accountability helps you be more successful with peers and coworkers.

Accountable? https://www.youtube.com/watch?v=Kq65aAYCHOw

The Math of Accountability Ann John

Personal accountability requires… A shift in mindset.

The New Math of Accountability 100%

Personal accountability requires… A shift in behaviors.

High Performance Behaviors Are essential to demonstrate personal accountability. Make personal accountability “real.” Confirm your creditability and commitment.

Examples “I talk to people and not about people. I don’t gossip.” “I don’t have meetings after the meeting.” “When I plan meetings, I send an agenda in advance so that participants can be prepared.” “I admit when I have too little or too much work on my plate.” “I ask for clarity even if I think I know what’s expected of me.”

The Accountability Cycle Responsibility Taking ownership for getting something done, before you know how it will turn out. Self-Empowerment Doing what is necessary to successfully deliver the results you’ve taken responsibility for. Accountability A personal willingness, after-the-fact, to answer for outcomes produced. Take ownership for results, good or bad.

Personal accountability requires… A shift in language.

Examples “We should….” “I will…” "What can I do to help?" Responsibility “We should….” “I will…” Self-empowerment "That's not my job." "What can I do to help?" Accountability "They should have." "Next time I will."

3 Requirements of Personal Accountability 1. Clarity Articulate what PX means to you. Be crystal clear about expectations. Find out if you don’t know. 2. Ownership Believing that you can make a difference Doing what you can in any situation. Not being limited by job title, tenure, etc… 3. Commitment Your “patient experience promise”. Be specific and realistic. Invite others to hold you accountable.

It’s Not Always Easy

The Bottom Line “Be the change that you wish to see in the world.” - Mahatma Gandhi “I am who I am today because of the choices I made yesterday.” - Eleanor Roosevelt “If you want to make the world a better place, take a look at yourself and make a change.” - Michael Jackson

Make Emotional Connections

Make Emotional Connections Be mindful of your surroundings and in your interactions. Be aware of a person’s emotions and what they must be going through. Seize opportunities to create lasting memories through your actions and your words.

Connect By Expressing Empathy Saying out loud how you think a person is feeling. “You seem upset.” “You must be relieved!” “I can’t imagine how afraid you must be.”

Impact of Expressing Empathy Takes off or shuts down Cools off/disarms Person feels isolated, alone, misunderstood Connection made; person feels reassured, heard, respected Expression of Empathy Presenter explains

Keep in Mind Don't be afraid of naming the wrong emotion. Use a caring tone of voice. Use words that are comfortable for you. Don't be afraid of naming the wrong emotion.

Practice Service Recovery

“Service recovery is making right what went wrong.” What It Is? “Service recovery is making right what went wrong.” -Leonard Berry

There Are Many Communication Models… The skills make service recovery effective. Being present; giving undivided attention Active listening/mindfulness Acknowledging the person’s emotions with a statement Expressing empathy Without placing blame or making excuses Apologizing Doing what you can to address the issue Taking ownership Thanking the person… Expressing gratitude

Service Recovery is Powerful! Transforms organizational culture Creates trust and loyalty Is directly linked to patient satisfaction Allows everyone to impact the patient experience

Support Peers with Feedback

Types of Feedback Constructive Feedback Positive Feedback Provides a learning opportunity Facilitates personal growth and development Shows that you care about the person and their contribution to the team Positive Feedback Instills pride and confidence Creates role models Leads to greater engagement and productivity

Constructive Feedback What motivates you to say something? Are you being fair and objective? Do you have the right intentions? Prepare Yourself. Empathize with the person Envision a positive outcome Plan what you will say. Opening statement Say positive things too Offer alternatives Thank the person

Give positive feedback Example “I couldn’t help but overhear.” Open the conversation “That seemed rough. I’m sorry you had to go through that.” Empathize “I noticed you…” Give positive feedback “In these situations it can help if…” Offer an alternative “Thank you for letting me talk to you about this.” Express gratitude

Positive Feedback Each of us has an invisible bucket. When it’s full, we feel great. When it’s empty, we feel awful. Each of us has an invisible dipper. We can use it to fill buckets or to dip from buckets. Based on our interactions with others, we can fill their bucket or empty their bucket. How Full is Your Bucket, Tom Rath and Donald O. Clifton, PhD

Activity: Filling Buckets Select a partner. Fill their bucket by giving them a meaningful compliment. Fill your bucket by sharing an accomplishment that makes you proud.

Conclusion and Commitment

Your Final Thoughts Consider everything we talked about today. What is one thing that really resonated with you? What is one thing you commit to doing or doing differently in order to engage patients and families?

Thank You! ???