Going from Good to GREAT

New Hospital Expectations Say “yes” 95% of the time in 15 minutes or less Consistent Admission Decisions – Nursing capability form Work to remove Clinical and Financial Barriers Be EASY for the Discharge Planners to refer 24/7 Admission Preparedness

Develop Confidence through Competence Staff that knows the needs and expectations of new resident Staff that is trained to provide for those needs

Family Confidence in You If the family feels comfortable, they will go home and let you get busy caring for your new guest Understand condition of guest Know about therapy, medication, mobility status

Patient Confidence in You Upon arrival – two top concerns: Pain management Bathroom Make sure medications ordered (or courtesy box) Transfer the resident to the restroom -- within the first 30 minutes of arrival.

Confidence Continued Confident families will go home Concerned families will stay all night You can start successful stay of guest Things that hurt confidence: Room not ready Staff unaware of needs of patient Can’t transfer patient Program Director hasn’t discussed Pathways goals

Set the Tone for Trust Remember this experience is all new They are in health crisis Patient/family exhausted Scared Bewildered Only frame of reference is the hospital How we greet them and set the tone will impact their success and experience.

The shift change hand off Critical updates Patient and family preferences Changes in condition Calls to physician SBAR and Stop and Watch info

Check the Pulse of the Stay If we asked, would they say they recommend us? Are their needs being met? Do they have questions or concerns? Is staff empowered to address?

Putting Cash on Hold Phone skills Processing referral – as it comes in - NOW Fax machine is down, again

Know Your Strengths How many patients have returned home this year? How many would recommend you to others? What does the community think of your home? Are you an expert in the community?

Back to the basics Involvement in community At least 4 community events a year Press releases