1. Engaging with Patients and Families
HEADS UP. PHONES DOWN.
Engaging with Patients and Families
I want to share a new AU Health initiative, called Heads Up, that will help us engage more with patients and families. As you walk down the hallways or get on an elevator, how many times do we see someone on their cell phone or just simply have their heads down? As we notice this, we also know our patients notice.
May 2018

2. Let’s start off with this short video ….VIDEO
While this is a comical way to look at what happens when we aren’t engaged or paying attention, it can clearly be dangerous. I’m asking you to put your phones down and keep your heads up while walking down the hallway or on an elevator.

3. Don’t think it happens here at AU Health
Don’t think it happens here at AU Health? Well, like with any new initiative, data must support our hypothesis. A team at AU Health completed several informal surveys where they would record how many patients they encountered over a 5-day period with 1) their heads down; 2) they were looking at or were on their phones; or 3) they made eye contact enough to be engaged. Very simply, you can see the Grand results of both survey periods with 1,076 employee encounters where 581 employees had their heads down/on phones as compared to only 495 who made eye contact.

4. Heads Up. Phones Down. Be Engaged. Communicate with those around you.
Be Engaged. Communicate with those around you. 
Be Safe. Watch where you are going. 
Be Aware. Anticipate opportunities to help others.
Beginning in June, we will be reminding employees to have Heads up and Phones down by giving out cards to those who need a reminder to Be Engaged, Be Safe, and Be Aware.
(SEE HANDOUT WITH TIPS / STATS IF YOU’D LIKE TO SHARE MORE)

5. Through the Eyes of our Patients
“I was in the hospital dropping off a lab specimen on Saturday. I had 5 different people stop me asking for locations of various services. I was unable to assist most of them as I have difficulty navigating the facility myself. One was a little elderly lady using a cane. She had walked quite a long hallway looking for her destination. Another couple was coming off the elevator and an employee walked past them as they were trying to get the employee’s attention for help. The employee walked on past the couple. The lady (of the couple) made a comment about needing help and finally the employee looked up from her phone and did provide assistance. When I finally did get back to the parking deck, yet another person stopped me and asked for directions. She had no idea how to get to her destination and I was unable to help her. PLEASE PLEASE help your patients! A lot of people coming in to the facility are stressed already and the last thing they need is to wander around. You have a great facility... just be more user-friendly!”
While you can’t read this, this simply shows that our patients expect us to be engaged with them…especially when we see patients trying to navigate our facility. Here is one patient’s comment that she sent to us requesting that we PLEASE assist our patients. (Can read or summarize) – see next slides

6. Through the Eyes of our Patients
employee walked past them
asking for directions
trying to get the employee’s attention
PLEASE PLEASE help your patients!
This is a call to action by this patient. What would have happened if this patient encountered you?? Or someone from our own department or clinic?
Finally employee looked up from her phone
be more user-friendly

7. Technology Etiquette Avoid walking while texting or talking on phone.
If work-related cell phone calls or texting must occur, move out of way of others; stop in nearest hallway away from direct walking traffic. Be mindful not to ‘cell yell’.
When in an elevator, speak to others, and refrain from checking your phone.
Try to greet everyone you encounter in hallway. This will keep you occupied from looking down at your phone.
Let’s review some quick technology etiquette reminders…

8. “The Moment of Truth is the moment that patients decide whether or not you are what you say you are.”
Are you helping to strengthen our patient- and family-centered cultlure?