The Patient Experience March 15, 2019 Barbara Burnes, RN

Objectives Identify the essentials behaviors for creating a positive service experience Strategies for effective communication Managing service recovery

A Life Experience People want to feel cared about as well as cared for….

Interest and Attitude Patients evaluate the experience our behavior creates for them. Each interaction leaves a lasting impression in the minds of others that becomes a part of their story. How do you want to be remembered in the story?

Empathy is not “knowing” what another is experiencing or how they are feeling – empathy is about caring enough to want to comfort “If there’s anything you need, or that I can do that will help….”

Every Patient is a Person Mercy, not judgement Confident communication No one wants to be invisible Listen to hear and connect

Make the Connection Questions, Connections & Common Ground Small talk is BIG…. The shortest distance between two individuals is a laugh The next shortest is something in common…

Stay Connected Only takes a minute Eye – contact Why are you in the room – even if you’ve been before We’re in this together

Don’t Make it Worse The only thing worse than sharing information no one understands, is no information at all…… Just ask……. Set or reset the expectation….. Start over as many times as you need to…… Suggest is better than correct What’s your FAQ Choices are empowering

It is the responsibility of the speaker to adapt to the listener.

KISS Keep it Short and Simple We process and retain information best in small increments

“You Don’t Say” - Trigger Words “I don’t know.” “No…” “I can’t.” “Hang on a second…” “Our policy/procedure is…” “No problem.” “You’ll have to…” © 2012 Press Ganey Associates, Inc.

The Transformers – Strategies from Passable to Powerful State what you will do. State with as much clarity as possible. Confirm your knowledge/experience. Customize your response. Welcome the gratitude. © 2012 Press Ganey Associates, Inc.

Service Recovery ACTION

The Breakdown

Why Do People React Differently? The size of gap between expectations and reality Impact of the service breakdowns Personal reaction tendencies

All Service Recovery Is Not Created Equal Needs a quick solution and validation that the needs are important. Needs empathy, and an active ear with a genuine interest Needs assurance situation is not typical. © 2012 Press Ganey Associates, Inc.

Service Recovery: Taking ACTION Apologize and acknowledge C Correct the service T Take action that restores the trust I I (that’s you) O Own it N Now

Be the best part of their story. Every patient experience is a life experience …

Questions / Discussion Barbara Burnes, RN baburnes@floyd.org