Welcome to Improving Patient Experience Workshop 2 · Amygdala Hijack 40 . 41 Neocortex Relatively recent evolution and only found in mammals. Amygdala Hijack In Humans and apes the

Jon Colman

Welcome to Welcome to

Improving Patient Experience Workshop 2

Making a Difference

Good Morning,

We start at 9.00am

1. Share best practice in providing patient-centred services

2. Identify improvements to patient and customer experience

3. Improve patient perception and feedback

Workshop Aims

1. Aims

2. Feedback from Workshop 1

3. Communicating a positive customer experience

4. Parent Adult Child

5. Personally Making a Difference (Pages 13)

Workshop 2 Content

1. Name

2. Length of Service

3. Job Role

Introductions

• The content of workshop 1 included:

• Introducing Customer Experience

• How Standards Can Help

• The Customer Journey

• Internal Customer Experience

• Personally Making a Difference

Feedback from Workshop 1

Customer Service

Customer Care

Customer Expectations

Recap of Customer Experience

• Installing a firewall at the office

• “Simon - The favourite computer geek at Wornham Hoggs”

• https://www.youtube.com/watch?v=2Z8pgV74_Hw

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Customer Experience

Start Middle End

Recap of the Customer Journey

A method of looking at a patient’s experience from start to end May be longer than a clinical/care pathway May start before the patient arrives at Hospital

Recap of Managing Expectations

Under Promise

Over Deliver

• Relationship, especially one of mutual trust or emotional affinity.

• Harmonious mutual understanding.

• Quickly assess whether someone is positive or negative towards us

• Animals do this for survival

• Includes mirroring each other’s body language –subconsciously bonding

Establishing Rapport

How we communicate face to face

Non-Verbal

Tone

Listening

Facial Expressions

A

and Body Language

Negative language – People having a negative experience • No • You can’t • We’re unable • It’s not possible • We’re short staffed • Emphasises what cannot be done. • Sounds unhelpful • Is unfriendly

Negative and Positive Language

Positive Language - People have a positive experience • We can • I’ll try • What we can do is… • Glad we could help • Emphasises what can be done • Tells the patient or customer you’re happy to help • Shows you’re taking ownership • Sounds helpful and encouraging


Words or phrases to avoid




• What are the words or phrases that are used within the Trust that could be perceived by patients, visitors and internal customers as being negative

• I’m on my own the other staff are in a meeting • I haven’t had a hand over yet • If you just calm down • I don’t know • We can’t do that • It’s trust policy

• I’m sorry we’re running 20 minutes late (if pts has already been waiting a while)

• Just to let you know there’s a 20 minute wait today (pts on arrival) • Consider placing the ‘apology’ bit at the end of the sentence

1. I'll try being nicer if you'll try being less stupid.

2. You want this done by a deadline? I love deadlines. I especially like the whooshing sound they make as they go flying by.

3. Tell me what you need, and I'll tell you how to get along without it.

4. I don't have an attitude problem. You have a perception problem.

5. I can only please one person per day. Today is not your day. Tomorrow is not looking good either.


• Performed Ideal – The image you want to portray

• Leakage Signals – How you really feel or think

Performed Ideal and Leakage Signals

Communication Techniques for Good Customer Care

Listening Tone Listening

Generally Believed more

than words

Facial Expressions

A

and Body Language

Arrange your chairs or stand so the chairs/ you are all facing the same way:

1. Take it in turns to sit/ stand behind your colleagues

2. Face their backs

3. Say 3 times in a row what you would normally say when answering your phone or greeting a customer

4. 2 x SMILES

5. 1 x Stern

6. See if your colleagues can guess which is the time you were stern faced.

Talker

Listeners

How do you answer the phone?

• Hello... (1 sec pause) • Jon Colman speaking (inflection)

• Good Morning/Afternoon • Bowel Cancer Screening Programme • Bethan Speaking • How can I help

• Answering someone else’s phone • Answering when you’re the consultant’s

secretary

• “Can you please deal with this request as soon as possible? The patient has been waiting for a response for a long time. Can you let me know when you have responded?”

Colleague to Colleague Email

“This is not my area of responsibility and I do not appreciate the tone of your email or the request for me to report back”

• When appropriate, emails should convey the tone of voice – helpful, friendly, positive.

Email

• “Hi, hope this is your area. Can you please look into this request as soon as you can because the patient has been waiting for a response for a long time. Can you let me know when you have responded so I can get back to the patient. Many thanks, Jon

Impact of Smiling.

• How would you know if people think you look unwelcoming or unhelpful?

• Would you WANT to know if people think you look unwelcoming or unhelpful?

• Would you want someone to tell you?

• Would you KNOW how to change?

• Would you WANT to change?

• Should you Change?

Parent Adult Child (Transactional Analysis)

• Transaction: • When two or more people interact and

communicate • Analysis: • Understanding the transaction • Helps you understand behaviour. • Helps you choose your own behaviour.


• Helps you understand relationships at work.

• Helps you understand relationships with

patients, customers and members of the public.

• Helps you understand relationships at

home.


People subconsciously adopt one of three ‘ego states’ i.e. personality type. The way we transact with people reflects the ego state we’re currently in.

Parent

Adult

Child

Critical Parent

Rebellious Child

Nurturing Parent

Compliant Child

Free Child

Parent Adult Child – Transactional Analysis

Parent

Adult

Child

Critical Parent

Rebellious Child

Nurturing Parent

Compliant Child

Free Child


• Your behaviour will influence other people’s behaviour towards you

• You can change other people’s behaviour by choosing your behaviour

Jeb’s Job

What’s Jeb’s state of mind (PAC) when he first starts answering the phone ? What’s his state of mind (PAC) when someone asks for Mr Strap and Mr Octopus What’s his state of mind (PAC)when he talks about the firewall? What’s his state of mind (PAC) when he asks someone to flush the power unit?

Use each scenario to identify whether Jeb is in a Parent, Adult or Child state of mind.? If Parent or Child – which type? https://www.youtube.com/watch?v=tG7hYnMyxyY

JebsJobs_TechSupport.wmv

https://www.youtube.com/watch?v=tG7hYnMyxyY



P P

A A

C

P P

A A

C C

C

Adult to Adult

Nurturing Parent to Compliant Child

Problem solving, recognising patient’s emotions

Helpful and highly empathetic

The Voice of the Critical Parent David Nunn

“ I’m the senior orthopaedic surgeon in this department” “I’m not having it, now out”


../../../../../TRAINING MATERIAL/TRANSACTIONAL ANALYSIS/IRATE SURGEON TELLS UNHYGIENIC DAVID CAMERON - GET OFF MY WARD - CAMERON PWNED.flv




• When faced with someone who is acting Rebellious Child or Critical Parent towards you (or you have a non adult to adult relationship at work)

• Talk to the other person adult to adult

• Can help move them towards adult behaviours/ develop an adult to adult relationship

• Especially when combined with the correct body language and tone of voice.


Maintain an adult to adult approach You should get an adult approach back. This is sometimes called the broken record method. What you say might be different from what you want to say


In what types of patient or visitor situations and in what type of working relationships might you use Parent Adult Child? What behaviours might you change? What words and language could you use?

Critical Parent

Critical Parent Language email sent to non-attendees

Adult Language email sent to non-attendees

As you did not attend the Improving Patient Experience Workshop 1 last Friday, 25th September 2016 you must rebook a place to attend on another date

Sorry you weren't able to attend the Improving Patient Experience Workshop 1 last Friday, 25th September 2016. Please could I ask that you rebook a place to attend on another date if possible. Dates throughout 2016 are available on Palms

• “The skill or ability to identify, assess, and control you own and other people’s emotions”

• You may already have and use this ability

• You may already have high Emotional Intelligence

• Emotional Intelligence can be learnt and improved

Emotional Intelligence

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• Identify: I’m getting angry/frustrated

• Assess: I could say something I’ll regret

• Control: I’ll choose my words carefully


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• An emotional response which is:

• Immediate and overwhelming

• Out of proportion with the actual stimulus

• Because it has triggered a much more significant emotional threat

Amygdala Hijack

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Neocortex Relatively recent evolution and only found in mammals.

Amygdala Hijack

In Humans and apes the Neocortex is the largest part of the brain

Neocortex is responsible for conscious thought, spatial reasoning, and language.

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Amygdala Part of the limbic system -almond shaped mass of nuclei.

Amygdala Hijack

Processing of emotions such as fear, anger and pleasure

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Amygdala Hijack

Someone shouts at you.

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Amygdala Hijack


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Amygdala Hijack


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Amygdala Hijack


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Amygdala Hijack


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Amygdala Hijack


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Amygdala Hijack


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Amygdala Hijack


They’ve shouted at me but I’m going to think about the best way to react

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Amygdala Hijack

Amygdala Hijack You don’t think about your reaction – you just ‘snap’ The Neocortex doesn’t get to process the best response

• An emotional responses which is “immediate and overwhelming, and out of proportion with the actual stimulus because it has triggered a much more significant emotional threat https://www.youtube.com/watch?v=Lr-T6NAV5V4

Amygdala Hijack

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https://www.youtube.com/watch?v=Lr-T6NAV5V4




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Recognising an Amygdala Hijack

When someone’s behaviour is similar to an Amygdala Hijack we should aim to respond sensitively Therefore it can be useful to be able to recognise Amygdala Hijack type behaviour

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What words, facial expressions or body language etc could trigger your patient or visitor or customer becoming angry or upset What do you do when faced with someone who is angry or upset i.e. someone who might be having an Amygdala Hijack?

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My heart sank when I saw the content of the programme Who on earth was the expert consulted on this? Quite frankly it has undermined my opinion of the whole programme. I am not willing to support delivery of this theory in any programme unless the delivery is purely to debunk it.

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I saw that we have included the old theory in the programme. As the theory has now been widely discredited I’d recommend that we no longer include the theory if that’s ok with everyone?

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Emotional Intelligence • Helps explain how people may be thinking

• Why people react to problems in different ways. • Recognising someone’s behaviour and demonstrating

empathy can help you resolve people’s dissatisfaction. • Helps you handle complaints and difficult patients/

customers well, particularly when you’re not feeling at your best.

• Lack of EI can turn a dissatisfied patient or customer into a

complaining patient or customer.



Self-Awareness • Recognising and understanding your own emotions

• Knowing when you’re angry, tired, frustrated, sad etc and therefore

potentially going to be abrupt or less patient with a patient, customer or colleague etc.


What situations cause you to feel negative? How do you know when you are feeling negative and therefore potentially liable to deal with a patient or customer poorly? What outward signs do you display when you’re feeling negative?


Being able to control and change your own emotional responses in a positive way. If you know you’re feeling negative at work or negative towards a particular patient or customer what do/could you do to manage your emotions ?


Being able to stay motivated even during difficult periods such as handling a difficult complaint. Self-motivation requires you to have a clear idea of you want to achieve and not letting emotions get in the way.


Being able to recognise and respond appropriately to other people’s emotions. Being empathetic means seeing things from the patient/customer or other people’s perspectives and putting yourself in the patient’s/ customer’s shoes


• Using empathy to manage other people’s emotions

• In a positive and constructive way – with integrity

• People with influencing skills can manage

relationships with the people they work with, find common ground and build rapport with a very wide range of people .

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Documents

Welcome to Improving Patient Experience Workshop 2 · Amygdala Hijack 40 . 41 Neocortex Relatively recent evolution and only found in mammals. Amygdala Hijack In Humans and apes the