“A smile is the light in your window that tells others that there is a caring, sharing person inside.” Denis Waitley, Motivational Speaker SMILE

SMILE Patient Experience CPE Team Executive Team Sponsors: Bubba Arnold, MHSM, PharmD - President, CHI St. Vincent Morrilton Brenda Baird, MSN, RN, CENP - SVP & CNE, CHI St. Vincent Tom Cummins, MD - SVP & CMO, CHI St. Vincent Mark McGinnis - EVP & CFO, CHI St. Vincent; CFO, CHI E/SE Division Team Leads: Susan Pastor, ND, RN, CENP – VP, Patient Care Services, CHI St. Vincent Infirmary Angie Longing, BSN, RN, MHSM, NE-BC – Exec. Director of Nursing – CHI St. Vincent Infirmary Facilitator: Kenny Tuohy, RN, MBA - Clinical & Process Excellence

Team Members: Tara Avdem – Director, Patient Access, CHI St. Vincent Infirmary Peggy Diaz, RN – 7E, CHI St. Vincent Infirmary Gabrielle Dickson, RN – Cath Lab Recovery, CHI St. Vincent Hot Springs Jenny Ford – Patient Relations, CHI St. Vincent Hot Springs David Fox, MBA, CRA, FACHE, FAHRA – President, CHI St. Vincent North Matthew Harms - Supervisor, Nutrition Services, CHI St. Vincent Infirmary Jamie Jones - Director, Hospitality & Guest Relations, CHI St. Vincent Infirmary Chris Lewis – Director, EVS, CHI St. Vincent Infirmary Sharon Markham, BSN, RN, CMSRN, CHI St. Vincent Infirmary Laura McConnell, RN – 4E Med Surg, CHI St. Vincent Hot Springs John McHargue, RT (R), MBA – Director, Radiology & Medical Diagnostics Melissa Morgan, BSN, RN, NE-BC - Nurse Manager – CHI St. Vincent North Laura Odle, RN - 3W Ortho/Neuro, CHI St. Vincent Hot Springs Cara Petrus, MHA – Clinical Quality Specialist, Quality & Resource Management, CHI St. Vincent Doug Ross, MD – VP, Medical Affairs, CHI St. Vincent Hot Springs Tina Scott, BS, PHR – Manager Human Resources, CHI St. Vincent Infirmary Gina Seabaugh, BSN, RN – Admin Director, Physician Relations, Marketing & Communications Penny Sikes, BSN, RNP, OCN - Nurse Manager, 7E, Infusion Center, New Outlook, CHI St. Vincent Infirmary Christi Whatley, CPA, MBA – VP & Chief Quality Officer, CHI St. Vincent Bryan Williams, MSN, RN, MBA, NE-BC - VP, Patient Care Services, CHI St. Vincent Hot Springs SMILE

SMILE S M I L E Smile, introduce, eye contact Maximize confidence by always speaking well of co-workers, providers and other services in your facility. Information and explanation of care. Lead patients and family to where they need to go. Express empathy and thanks.

SMILE FundamentalDo Don’t S Smile, introductions, eye contact 10/20 The First Sit “eye level” “Get in their space” Full body smile Posture Engaged Focus on the mission/patient On stage behavior Introduce self and others Handshake Mr. or Mrs. Looking down on patient (not sitting) Back to patient while on computer Hurried Apathy, I’m just here to get a paycheck attitude No introductions to patient or family No handshake “Hey sweetie”

SMILE FundamentalDo Don’t M Maximize confidence by always speaking well of co-workers, providers and other services and your facility “Manage up” “Never say” list Confidence potentially minimizes call light occasions Say positive things about all members of service teams Help patient understand role of different services “We” “Nothing about me without me” “Those x-ray folks always make mistakes” “It’s not my job” “We are short staffed” “The leadership at this place is terrible” It’s all about me

SMILE FundamentalDo Don’t I Information and explanations of care Inform patient; walk patient through Care Plan for the day “What’s the next step in your care” Under promise and over deliver Script: “Let me find out” Too busy to explain care plan “You can’t ask questions with your doctor, because I don’t know when they round” Don’t care, over promise and under deliver “Not sure when your lab will be back” No explanations No information, “You are on your own”

MILE FundamentalDo Don’t L Lead patients and family to where they need to go Listen Be perceptive “Take the high road” “Let’s find it together” Too busy “I’m on lunch – find it yourself” “Take your first left, then a right, then another left…..” My schedule is more important than yours S

MILE FundamentalDo Don’t E Express empathy and thanks Listen Script “thank you for letting me take care of you today” Patient and family understanding ensured; answer their questions; test their understanding Treat patients as if they were family Really don’t like patients anymore, Cold, no empathy “I hope I never care for her again, she was on her call light all day” “Glad that didn’t happen to me” “Here are your discharge papers, see ya…” S

SMILE Questions? Let’s Practice

CHI Five Fundamentals For Service Excellence S Smile, introduce, eye contact M Maximize Confidence by always speaking well of co-workers, providers, others services in your facility I Information and explanations of care L Lead patients and family to where they need to go E Express empathy and thanks

SMILE On Boarding Jenny Ford, MA Patient Relations Liaison

Pre-App What is On Boarding? SMILE Internet HR Process Recruiting Offer On-line Assessment Orientation Application Interview

SMILE Behavioral Interview Questions Interview Tool – Smile Score Interview Evaluation Form

SMILE Expectation of every co-worker Featured in orientation Refer to policy Code of Conduct

SMILE NEW HIRE LUNCH with manager (Monday of orientation) 30/60/90 DAY CHECK-IN by manager Questions Tracking Form Connection To Manager

SMILE Questions?

SMILE Co-worker Engagement John McHargue, MBA, RT(R) Director – CHI St. Vincent Radiology & Medical Diagnostics

The Patient Experience SMILE In order for our patients to have a great experience, our staff need to be happy themselves. “So what would make our co-workers happy?”

SMILE Partner Rounding Expectations Be Present During your dedicated time, remain free from distractions. Avoid answering s, phone calls, etc. Be Prompt Do not arrive late and stay attentive for the entire length of the dedicated time Dress the Part Adhere to the dress code of the discipline with which you are partnering Play the Part Engage in active participation

SMILE Each manager will partner with one co-worker from each discipline within his or her department/unit. The manager will dedicate time with the co-worker to observe and actively participate in all tasks and duties. The duration will be for a total of two hours per month. To meet this expectation, managers may utilize the time currently dedicated for leader rounding. Once all disciplines have been observed, the manager will cycle back to the initial discipline and partner with a different co-worker within that discipline as part of a continuous cycle. Partner Rounding: How it’s done

SMILE Partnering Tool What did you learn today? What knowledge were you able to share with your co-worker today? What are you going to do differently?

SMILE Co-worker Rounding Manager rounding on co-workers

SMILE Co-worker Rounding Follow-up Recognition Nursing News Espirit Dept. Banners

SMILE Questions?

SMILE CHI Tool Kit David Fox, MBA, CRA, FAHRA, FACHE President – CHI St. Vincent North

SMILE Care Rounding Care Rounds are designed to improve patient safety and the patient experience. Care Rounding addresses patient needs that otherwise would prompt their use of call lights. Intentional, hourly rounding on patients has been cited in the literature to help reduce falls, pressure ulcers, and call light use, and contributes to significant improvements in patient satisfaction with nursing. Reference: Studer Group (2006). AHC Research Call Light Study. Hourly Rounding, developed by Studer group, the largest study ever focused on the impact of rounding,

SMILE Bridge The Gap How many safety events are acceptable? Is one too many if it is your loved one? One co-worker can make a difference

SMILE Care Rounding Staff Satisfaction Patient Outcomes Decreased use of Call Light Proactive vs Reactive Time Management Manager Audit

SMILE Leadership Rounding Rounding Schedule Team Rounding Report

SMILE Quarterly Survey of Front Line Co-workers Results by unit Identifies areas of improvement & recognition YOU have a voice!

SMILE Service Recovery Tool Kit Service Recovery Log HEART Hear Empathize Apologize Reassure Thanks

SMILE Secret Shopper Program Developed by Patient Family Advisory Council (PFAC) at CHI St. Vincent Infirmary Secret shopper observational tool Will be implemented at each facility

SMILE Questions? Next Steps

SMILE “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou