Patient Connect – WebEx Sessions East Region December 7, 2015 Mark

Objectives Introduction Wins and Challenges Best Practices Topic of the Week Q&A Closing Remarks

Introduction

Share What are some Wins? What are some Challenges?

Share Challenge – What reports should we use?

Best Practice

Best Practices Ziva Hernandez, GM from VCU

Employees and Patient Connect

Topic of the Week

Topic of the Week Key Learnings from the 2015 Press Ganey Conference in Orlando, Florida Terry Vignola & Anthony McGee – Lankenau Hospital

Career Nasties What are Career Nasties? Career Nasties are those employees that make a career out of being nasty. They were “nice” when we interviewed them… but now they are just plain nasty! Nasty to co-workers, patients, family members, and other department employees.

Steps to Remove the Career Nasties

Steps to Remove the Career Nasties Set Expectations Reference Handbook, Policies and/or Job Descriptions

Steps to Remove the Career Nasties Training

Steps to Remove the Career Nasties Partner with Human Resources

Steps to Remove the Career Nasties Inspect what you expect

Steps to Remove the Career Nasties Candid Conversations

Steps to Remove the Career Nasties Accountability

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