Faculty: Wendy Leebov Dorothy Sisneros · Faculty: Wendy Leebov • Dorothy Sisneros • Jill Golde...

LEADING YOUR

PATIENT EXPERIENCE STRATEGY

TO THE NEXT LEVEL

Faculty: Wendy Leebov • Dorothy Sisneros • Jill Golde

WARM-UP: SPEED-SHARING

1. 1 minute story of your pathway to patient experience leadership…

2. Brag about a strength that makes you GREAT in your role…

3. A patient experience challenge that keeps you up at night?

4. What is one hope you have for this workshop?

OBJECTIVES

• Assess your patient experience strategy

• Identify the critical steps that will lead your strategy to the next level

AGENDA

• YOU as change agent

• Mapping your patient experience strategy

• Strategy audit

• Ten key drivers: Strategy options for each

• Your next steps

YOU AS CHANGE LEADER

IN THE PATIENT EXPERIENCE MOVEMENT

CHALLENGE: REACH THE “TIPPING POINT.”(ACCORDING TO MALCOLM GLADWELL)

• Tipping Point: When isolated events crystallize into a significant trend or pattern

• With patient experience strategies: The point at which short-term behavior change becomes “the way we do things here”

HOW TO REACH

THE TIPPING POINT

1. Create an epidemic! 2. Make it stick!

RULE 1 FOR EPIDEMIC: THE LAW OF THE FEW

An epidemic starts with a critical mass of “super-infectors”—with disproportionate influence.

This is YOU,

a “super-infector!”

NOTE: EPIDEMICS CAN BE VERY POSITIVE!

3 TYPES OF SUPER-INFECTORS NEEDED

Connectors

EPIDEMIC

PromotersInformation

Mavens

Some of us have 1 strong tendency. Others have some of each!

SUPER-INFECTOR TYPES

Connectors Promoters Information Mavens

Networkers

Very social

Know everyone

Outgoing

Excited by ideas

Persuasive

Contagious enthusiasm

Inspire others

Knowledgeable

Resourceful

Love tools

Ideas for solving every

problem

• Where do you think YOU are?

• What does your team need more of?

YOU ARE KEY!

• Model

• Super-infector

• Change agent

• Catalyst

• Coach

• Booster

ARCHITECT

MAP YOUR STRATEGY.

MAPPING YOUR STRATEGY

• What have been (and are) some of your key aims and results?

• What strategies have been tried?

• What are some key wins?

• Map out your key milestones using the timeline.

• What people have been instrumental?

• What have been your biggest obstacles?

• What lessons have you and others learned?

STRATEGY AUDIT—TO MAKE YOUR STRATEGIES STICK

Ten Success Factors

A Integration with Mission, Vision, Values and Priorities: Connecting the Dots

B Sponsorship

C Alignment

D Accountability

E Patient and Family Engagement

F Frontline Engagement

G Physician Engagement

H Sustainability

I Measurement and Feedback

J Caring Culture

1. In your organization, which factor is strongest?

2. On which factor do you most need to focus?

HOW TO USE THE SUCCESS FACTORS PROFILE

• In initial planning

• In assessing degree of implementation

• In strengthening sustainability

• In developing plans going forward

EXAMPLE OF SUCCESS FACTORS APPLIED:LANGUAGE OF CARING PROGRAMS

• Language of Caring

WE PARTNER WITH ORGANIZATIONS TO IMPROVE THE

PATIENT EXPERIENCE & BUILD A CULTURE OF CARING

THROUGH EXCEPTIONAL COMMUNICATION

Evidence-Based Curriculum---EVERYTHING You

Need; videos, team learning, reminder cards,

feedback & coaching tools…and more

All accessible on-line

Managers lead!

Respectful of time: 30-minute skill modules, one

skill at a time

Tools for habit building, evaluation, feedback,

recognition, and rounding

PROGRAM FEATURES

LANGUAGE OF CARING CLIENTS (PARTIAL LIST)

NEW: PARTNERING TO IMPROVE PATIENT

EXPERIENCE IN AMBULATORY CARE

PROVEN RESULTS

• Employee and physician engagement

and greater gratification

• Caring made visible

• CAHPS improvement

• Caring culture

PARTNERING WITH OUR CLIENTS, WE USETHE SUCCESS FACTORS.

Ten Success Factors

B Sponsorship

C Alignment

D Accountability

H Sustainability

J Caring Culture

SUCCESS FACTOR: SPONSORSHIP

• Leadership engagement process upfront

• Leadership kickoff

• Commitment statements

• Managers lead modules with work teams

SUCCESS FACTOR: ALIGNMENT

• Revamp hiring process to screen for caring communicators

• Build Language of Caring into job descriptions, performance review

• And very important…..

Communication

Safety

Magnet

Engaged Staff

Market Share

Patient Outcomes

Quality

Engaged Patients

ALIGNMENT: CONNECT TO OTHER PRIORITIES AND INITIATIVES

SUCCESS FACTOR: ACCOUNTABILITY

• Substantial work with leaders on:

• Setting higher expectations

• Tackling “normalized” behaviors

• Feedback tools and processes

SUCCESS FACTOR: FRONTLINE ENGAGEMENT

• Not all about patient experience: Pivotal link between employee engagement and patient experience

• Widespread engagement

• Focus groups

• Champion teams

• Opinion leaders as facilitators

• Peer coaching

SUCCESS FACTOR: PHYSICIAN ENGAGEMENT

• Involve, engage; treat as scientists

• Identify/build champions

• Position training as advanced skills, not soft skills

• Practice, feedback & peer coaching

• Doable within extreme time constraints

SUCCESS FACTOR: SUSTAINABILITY

• Feedback: How are we doing?

• Tactics to achieve individual mastery

• Habit-building

• Peer coaching

• Competency testing

• New employee process

• Tactics to strengthen culture of caring

• Reassess on Success Factors

• Strengthen recognition and performance management

• System of story sharing

• Expand network of champions--internal capacity

MAKE IT STICK

SUSTAINABILITY FEATURES

MAKE IT STICK

USE SUCCESS FACTORS TO PLAN… ANDTO ENSURE SUSTAINABILITY & RESULTS.

Ten Success Factors

B Sponsorship

C Alignment

D Accountability

H Sustainability

J Caring Culture

IT’S YOUR TURN!TACTIC SHARING WITH POST-ITS!

GETTING STARTED

• Roles

• Facilitator

• Recorder

• Reporter

• Timing

• 10 min to brainstorm and discuss

• 5 min to come to 3 ideas to report out

TACTIC SHARING WITH POST-ITS!

One Idea

Per Note

Follow up—all

ideas will be

shared, so

capture them

IN YOUR GROUP: IDENTIFY YOUR 3 FAVORITE IDEAS.

Ten Success Factors

B Sponsorship

C Alignment

D Accountability

H Sustainability

J Caring Culture

TACTICS

Success Factor: Integration with Mission, Vision, Values

and Priorities — Connecting the Dots

TACTICS

Success Factor: Sponsorship

TACTICS

Success Factor: Alignment

TACTICS

Success Factor: Accountability

TACTICS

Success Factor: Patient and Family Engagement

TACTICS

Success Factor: Frontline Engagement

TACTICS

Success Factor: Physician Engagement

TACTICS

Success Factor: Sustainability — STICKI-NESS

TACTICS

Success Factor: Measurement and Feedback

TACTICS

Success Factor: Caring Culture

RECAP: TAKING YOUR STRATEGY TO THE NEXT LEVEL

Ten Success Factors

B Sponsorship

C Alignment

D Accountability

H Sustainability

J Caring Culture

GOING FORWARD

• As you reflect on all you’ve heard and shared today, what’s been affirming and/or reinforcing?

• Identify one or two things you’d like to take back and explore further.

• Your first steps?

THE CHALLENGE: REACH THE TIPPING POINT

1. Create an epidemic! 2. Make it stick!

AN EPIDEMIC STARTS WITH A CRITICAL MASS OF

“SUPER-INFECTORS”—WITH DISPROPORTIONATE INFLUENCE.

YOU ARE KEY!

• Model

• Super-infector

• Change agent

• Catalyst

• Coach

• Booster

PREPARE TO BE CALLED….

• Inspiring, supportive, determined

• Tenacious and fanatical

• An organizational irritant

And take it as a compliment!

http://www.ted.com/talks/derek_sivers_how_to_start_a_movement

We partner with healthcare organizations

to help them achieve an unparalleled patient

experience and a culture of caring through

exceptional communication.

We offer 2 breakthrough skill-building strategies

that elevate HCAHPS and CG-CAHPS scores.

Language of Caring for Staff

Language of Caring for Physicians

www.languageofcaring.com

Faculty: Wendy Leebov Dorothy Sisneros · Faculty: Wendy Leebov • Dorothy Sisneros • Jill Golde...

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