1. The Physician’s Role as a CEO:
Rejuvenating Your Practice by Creating a Positive Work Environment and Excellent Patient Experience
Ann Whitehead, JD, RN
VP, Risk Management & Patient Safety

2. The Patient Experience
“…the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
The Beryl Institute

3. Positive Work Environment = Extraordinary Patient Experience
Staff
Hiring/ Job Description
Standards/Expectations
Training/Reinforcement
Staff Meetings
Complaint Management
Patient Complaints

4. Focus on the Patient Experience
The patient experience – focusing on care coordination, communication with caregivers and staff responsiveness – is about protocols designed to reduce patient stress.
Sue Ter Maat

5. Behaviors That Create Quality
Friendly
Observant
Attentive Foc
Flexible
Responsive
Focused

6. Engaged and Activated Accuracy – get paid and keep the money
Satisfaction – patients stay
Enthusiasm – patients bring family and friends
Respect – colleagues refer
Loyalty – staff stays

7. Invest in People
Appropriate position descriptions with clear shared understanding of roles, responsibilities, privileges, recognition and reward
Staff training/education/development
Physician self-care/self-development

8. Leadership
If the CEO doesn’t get it, understand it, rally around it, speak to it, make it important among his or her team – then it’s not going to work.
Richard Corder Senior Director of Service Improvement
Massachusetts General Hospital

9. Build for A Shared Future
Hire right the first time
Let staff work to the level of their license
Find the right number of staff for the right role
Employ advanced practitioners
Communicate, communicate, communicate