The Physician’s Role as a CEO: Rejuvenating Your Practice by Creating a Positive Work Environment and Excellent Patient Experience Ann Whitehead, JD, RN VP, Risk Management & Patient Safety

The Patient Experience “…the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.” The Beryl Institute

Positive Work Environment = Extraordinary Patient Experience Staff Hiring/ Job Description Standards/Expectations Training/Reinforcement Staff Meetings Complaint Management Patient Complaints

Focus on the Patient Experience The patient experience – focusing on care coordination, communication with caregivers and staff responsiveness – is about protocols designed to reduce patient stress. Sue Ter Maat

Behaviors That Create Quality Friendly Observant Attentive Foc Flexible Responsive Focused

Engaged and Activated Accuracy – get paid and keep the money Satisfaction – patients stay Enthusiasm – patients bring family and friends Respect – colleagues refer Loyalty – staff stays

Invest in People Appropriate position descriptions with clear shared understanding of roles, responsibilities, privileges, recognition and reward Staff training/education/development Physician self-care/self-development

Leadership If the CEO doesn’t get it, understand it, rally around it, speak to it, make it important among his or her team – then it’s not going to work. Richard Corder Senior Director of Service Improvement Massachusetts General Hospital

Build for A Shared Future Hire right the first time Let staff work to the level of their license Find the right number of staff for the right role Employ advanced practitioners Communicate, communicate, communicate