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Elevating the Human Experience in Healthcare
Staying STEADY: A Model for ResiliencyAudrey Cortez MSN, RN, CPXP | Director of Patient Experience, Peterson Health
February 4, 2020
- The Beryl Institute
Defining Patient Experience
Learn more at www.theberylinstitute.org/CPXPPrep
Certified Patient Experience Professional (CPXP) Preparation CourseJoin The Beryl Institute’s Learning & Professional Development faculty for an interactive workshop reviewing the four domains outlined in the job classification on which the CPXP examination is based. CPXP Workbook included.
Live OnlineFebruary 13 - March 5, 2020February 27 - March 19, 2020Four live, online facilitator-led sessions
In-PersonSunday, April 19, 2020 - 9:00 AM - 4:30 PM ET Hilton Orlando Bonnet Creek • Orlando, FL
Live OnlineAugust 6 - August 27, 2020September 3 - September 24, 2020September 3 - September 24, 2020Four live, online facilitator-led sessions
Keynote Speakers
Pre-Conference Workshops
April 20 – 22 ▪ Hilton Orlando Bonnet Creek▪ Orlando, Florida
Community Gatherings and Add-On Options
Patient Advocacy CommunityPatient and Family Advisors Community
Pediatric CommunityPhysician Community
CPXP Prep Course WorkshopHospital Tour
Networking Dinner & Reception – Mango’s
Compassion Matters: Building a Culture of Compassion and Support Through Schwartz RoundsBeth A. Lown and Stephanie Adler Yuan – The Schwartz Center for Compassionate Healthcare
A Structured Approach to Creating Organizational Excellence in Person-Centered Care Jill Golde and Sara Guastello – Planetree International and Language of Caring, a branch of Planetree International
Creative, Sustainable Strategies for Building Resiliency & Decreasing BurnoutJaniece Gray and Pamela Hessler – DTA Associates, Inc.
Breakout Sessions and Poster Presentations
Shola RichardsAuthor and Advocate on Workplace Bullying
Cathleen WheatleyPresident, Wake Forest Baptist Medical Center
Shimi KangHarvard-Trained Physician, Author and Global Social Entrepreneur
Rolf BenirschkePatient, Author and Retired NFL Player
Nora McInernyGrief Expert and Widow
Learn more at www.theberylinstitute.org
Housekeeping
www.theberylinstitute.org
• All participant phone lines are muted.• The presentation will run approximately 50 minutes with time at the end for Q&A.• Q&A will be conducted through the chat pod. Please submit questions to the host
for a facilitated Q&A after the presentation.• Chat pod for sharing of ideas, asking questions, interacting with presenters and
attendees and not for promoting services and products.• Receive follow up email tomorrow afternoon with webinar materials and session
recording.
PX Continuing Education Credits
www.theberylinstitute.org
• This program is approved for 1 PXE.
• In order to obtain patient experience continuing education credit, participants must attend the program in its entirety and complete the evaluation within 30 days.
• The planning committee members and presenters have disclosed no relevant financial interest or other relationships with commercial entities relative to the content of the educational activity.
• No off label use of products will be addressed during this educational activity.
• No products are available during this educational activity, which would indicate endorsement.
This webinar is eligible for 1 patient experience continuing education (PXE) credit. Participants interested in receiving PXEs must complete the program survey within 30 days of attending the webinar. Participants can claim PXEs and print out PXE certificates through Patient Experience Institute. As an on demand webinar, it offers PXE for two (2) years from the live broadcast date.
Our Speaker
Audrey Cortez MSN, RN, CPXPDirector of Patient ExperiencePeterson Health
www.theberylinstitute.org
Staying STEADY: A Model for Resiliency
Audrey Cortez RN, MSN, CPXP
For the first time ever, the top challenges identified in healthcare are stress and burnout.
(Press Ganey, 2017)
Research says…..
Anxiety and depression Emotional exhaustion Depersonalization Lack of personal accomplishment Lack of professional fulfillment Anger and resentment towards patients
(Mealer et al, 2009)
Being in healthcare is stressful…..
Burnout affects patient experience!
Burnout and stress can lead to decreased patient safety and decreased patient satisfaction. (Spence et al, 2006)
Employee Burnout and Stress
Patient Safety &
Satisfaction
Burnout affects patient experience!
Burnout affects patient experience!
Cumulative stress caused by the depletion of a persons ability to cope within one’s environment
(Montgomery, 2014)
Physical, emotional and mental exhaustion Dread over returning for a shift Compassion fatigue Sadness, depression, anxiety, feeling of self
doubt Rampant among health care professionals(Montgomery, 2014)
Peterson Health Burnout Scale1 2 3 4 5
•Minimal stress •Moderate stress •Moderate stress •High stress •High Stress
•No burnout •No burnout •Slight burnout •Moderate burnout •High Burnout
•Some anxiety •Anxiety •Extreme anxiety
• Some depression •Depression •Depression
•No difficulty sleeping
•Occasional difficulty sleeping
•Difficulty sleeping •Difficulty sleeping •Insomnia
•Occasional irritability at work
•Often feel irritable at work
•Often feel irritable at work
•Frequently irritable at work
•Look forward to your work most days
•Enjoy work overall but dread some shifts
•Dread work frequently•May be questioning career choice
•Dread going to work
•Questioning career choice
• Seeking another career
•High functioning and effective at work and home
•High functioning at work and home
•Functioning but feel stress
•Work and home affected
•Affects home and work
•Can barely function
•Guilt •Guilt•Depersonalizationand withdrawal
•Depersonalizationand withdrawal
Resiliency
The ability of an individual, a group, an
organization, or even an entire population to
rapidly and effectively rebound from
psychological and/or behavioral perturbations
associated with critical incidents, terrorism, and
even mass disasters.
(Kaminsky et al. 2006)
Resiliency
Learned skill Positive mindset Flexible, avoid judgment Support group Self efficacy Healthy lifestyle
Is NOT:
Having a life without difficulty Thick skin Toughing it out Ignoring issues Dwelling on problems Sugar coating Chronic complaining
Resiliency
Problems are to the mindwhat exercise is to themuscles, they toughen andmake you strong.
Norman Vincent Peale
Resiliency and Self Efficacy
How do we grow our ability to withstand life’s struggles?
Peterson Resiliency Model: STEADY and RAISE
A Resiliency Model for Staff
Seek StoriesTurn around thoughtsEmpathizeAvoid JudgmentDon’t take ANYTHING personallyYou (What you do matters)
Staying STEADY:
Stories— Seek the story in each person
Each person is unique Wondering What is beyond the behavior? Ways of being
(Koloroutis and Trout, 2012) and (The Arbinger Institute, 2015)
STEADY: A Resiliency Model for Staff
Turn around thoughts
You have control of your thoughts Consciously reframe negative thoughts Always “Assume good intent” Circle of Influence vs. Circle of Control
(Covey, 2004)
STEADY: A Resiliency Model for Staff
Empathize
Empathy vs Sympathy ‘Being with’ vs. ‘fixing it’
Accept each person as they are Empathetic Statements Develop self awareness and emotional
maturity
STEADY: A Resiliency Model for Staff
Be aware of Personal Bias (We ALL have them!) Practice Self Awareness: The conscious knowledge
of one's own character, feelings, motives, and desires.
Develop Emotional Intelligence: the capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically
Research shows that persons with a high level of emotional intelligence are more successful both personally and professionally!
Self Awareness
Avoid Judgment
Judgment can burn you to a crisp Person vs. object Be aware of labels….
STEADY: A Resiliency Model for Staff
Don’t take ANYTHING personally!
QTIP and Wonder Always assume good intent Remember, most of the time it is not
about you Have respectful communication to
address
STEADY: A Resiliency Model for Staff
You—What you do matters!!!
Connect back to purpose Exceptional, compassionate, and patient centered
care You are enough. You are not alone if you are feeling
stressed. Peterson Health cares about you.
STEADY: A Resiliency Model for Staff
RAISE: A support model for leaders
Relationship
Acknowledge struggles
Investigate causes of stress
Support staff
Evolve
Implementation:
Engaged senior leadership Shared data with leaders Six hour training for directors and senior
leaders (LDI) One and a half hour training for physicians and
nurses One hour training for other staff Quarterly resiliency session for physicians Coaching 101 classes, using RAISE model for
supervisors and shift leader RNs Monthly culture focus
52.1
58.9
0
10
20
30
40
50
60
70
80
90
100
National Average Peterson Health
My organization helps me deal with stress and burnoutPercentage of employees answered positively in 2019 Employee Engagement
Survey
69
74
81
88
90
50
55
60
65
70
75
80
85
90
95
2015 2016 2017 2018 2019
Rate HospitalNational Percentile Ranking per fiscal year
Rate Hospital
Resources Arbinger Institute. (2015). The anatomy of peace: Resolving the heart of conflict.Bohman, B., Dyrbye, L., Sinsky, C. A.,
Linzer, M., Olson, K., Babbott, S., … Trockel, M. (2017, April 26). Physician well-being: The reciprocity of practice efficiency, culture of wellness, and personal resilience. NEJM Catalyst.
Covey, S. (2004), The seven habits of highly effective people. New York: Free Press. Charney DS. Psychobiological mechanisms of resilience and vulnerability: implications for successful adaptation
to extreme stress. American Journal of Psychiatry, 61:195-216. Kaminsky et al. (2006) An Evidence-Informed Model of Human Resistance, Resilience, and Recovery: The Johns
Hopkins' Outcome-Driven Paradigm for Disaster Mental Health Services. Brief Treatment and Crisis Intervention 2007 7(1):1-11; doi:10.1093/brief-treatment/mhl015
Koloroutis and Trout (2012) See me as a person: Creating therapeutic relationships with patients and their families. Creative Health Care Management, Inc., Minneapolis, MN
Mealer M, Burnham E, Goode C, Rothbaum B, Moss M. (2009)The prevalence and impact of posttraumatic stress disorder and burnout syndrome in nurses. Depression and Anxiety, 26:1118-1126.
Montgomery A. The inevitability of physician burnout : Implications for interventions. Burnout Research 2014; 1: 50–6.
Perez, G. K, Haime, V., Jackson, V., Chittenden, E., Mehta, D. H., Park, E. R. (2015). Promoting resiliency among palliative care clinicians: stressors, coping strategies, and training needs. Journal of Palliative Medicine, 19 (4):332-337.
Press Ganey archives and database Spence et al. (2006) The impact of nursing work environments on patient safety outcomes: The mediating role
of burnout/engagement. Journal of Nursing Administration, 36 (5), 259-267
• This program is approved for 1 PXE
• In order to obtain PXE, participants must attend the program in its entirety and complete evaluation within 30 days.
• Use the PXE code at the end of the evaluation to claim PXE credit at the Patient Experience Institute’s PXE Portal.
• Look for email with instructions next day
PX Continuing Education Credits
www.theberylinstitute.org
Upcoming Offerings
WEBINARS
February 6| Healthcare is Changing. Why Aren’t Your Patient Experience Scores?
February 18| Implementing a Simulation-Based Program for Nurse Leader Patient Rounding
February 25| Embracing Consumerism by Bridging PFACs and Huddles to Improve Patient Satisfaction
March 3| Hidden Opportunities to Design a Better Experience
March 19| Teaching without VolunTelling - Passion and Growth with Train the Trainer Rollouts
TOPIC CALLS
February 11| How can you use real-time patient feedback to coach physicians?
May 12| How do you create an engaged and effective Patient & Family Advisory Council?
www.theberylinstitute.org
We invite you to join us…
We invite you to join our growing global community who are passionate about improving
the patient experience.
Become a member today atwww.theberylinstitute.org
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