Create a Culture of Caring with Volunteers MAHA Conference Mackinac Island June 10th, 2015 Carol Bridges, Director of Volunteer Services Henry Ford Wyandotte Hospital

Objectives Understand the current state of patient satisfaction Describe a Culture of Caring model designed to reduce patient/family/visitor suffering Discuss the key components of changing the role of a volunteer to become more patient/family/visitor focused

Press Ganey/HCAHPS Questions Emergency (Press Ganey): Courtesy with which family or friends were treated Staff concern to let a family member or friend be with you while you were being treated Degree to which staff cared about you as a person Your confidence that staff provided care in a safe and secure manner Likelihood of your recommending_________ In-Patient (HCAHPS) Would you recommend this hospital to your friends and family Hospital staff took my preferences into account Response to my concerns/complaints Staff addressed my emotional needs

Value Based Purchasing Summary (Proposed FY17)

Purpose versus Function What is the difference between your function and your purpose? Gift Shop Function is to correctly ring up purchases. Purpose is to create a warm and friendly customer experience. Information Desk/Greeter Function is to look up room numbers for visitors. Purpose is to create a welcoming experience to the guests entering the business. What is your Personal Purpose Statement?

Purpose and Ownership Welcome to my hospital: I am here to help you I am here to care for you I am here to meet your needs I am here to keep you safe I am here to listen to you

“Technical competence isn’t optional; neither is kindness or genuine caring.” ~ Marcus Engel

In order to give individualized care and provide empathy and compassion we must acknowledge suffering of our patients and make the connection. Suffering includes the physical pain and loss that may accompany illness or treatment, as well as the fear, anxiety, confusion and frustration surrounding the patient experience.

Preventing Suffering Improve Teamwork Deliver Care with Courtesy Be Helpful Avoid Unnecessary Wait Make Processes efficient/easy Clean/Quiet Environment Adequate Amenities Appropriate Service Recovery

How Can WE Create a Culture of Caring? Establish Relationships With your Service/Customer Excellence Department With your Patient Advocate With your Chief Nursing Officer and Nurse Managers Know What your hospital’s patient satisfaction scores are What initiatives are currently in place to improve them Do Reassess all your volunteer job descriptions Review how you train new volunteers Revise your roles to meet the needs of the patients/visitors

See me as a person -Get to know one personal thing about the patient Build relationship by listening and getting to know the patient Respect patient/customer diversity and individuality Share backstory with the entire care team (if a patient has shared something) Acquire Cultural awareness Discover the patient's fears and worries

Build trust, safety, security, & confidence -Establish a consistent orientation process -Put the patient at the center of your volunteer roles Introduce yourself by name, years of experience Continually “manage up” your hospital, the staff, the volunteers Find out what resources are available

Partner with patient and staff to communicate in a timely manner -Communicate updates and keep patient/family informed of delays Regularly provide updates Surgical Lounge Emergency Department Lobby Do not wait for the patient/visitor to come to you Be aware of their body language, sense frustration Every Patient, Every Time!

Help with healing and recovery -Create a menu of alternatives to offer patients who may be suffering Brainstorm various options to help alleviate suffering such as distractions (e.g. TV, music), personal/comfort items, massage, close doors, turn off lights, eye masks, calming scents. Find out what you CAN offer. Comfort Care volunteers?

Facilitate the patient’s transition to the next phase of their care -Send patients and families off with the sense that all their needs were taken care of Ensure that all of the patient and family questions/concerns were addressed Make sure the patient/family has the right connections for compliments and concerns

Take joy and pride in providing care for patients -Show empathy and ask yourself “What if this was me or my family?” Before each patient encounter, be prepared to be present with them by using STOP to re-center yourself: Stop Take a breath Observe your thoughts/feeling/emotions Proceed Team/Staff has a backstory too; get to know each other and work as a team

Key Words at Key Moments HOW GUESTS FORM IMPRESSIONS OF US 38% 55% How we say it How we look when we say it (Inflection/Tone) (Non Verbal/ Body Language) 7% What we say (Vocal/Words) 18

Keys to Empathizing Use “Caring” body language—you are the most important person right now Match their volume then drop your volume Use the person’s name more often Forearm touch Do more listening than talking “That must have been [NAME EMOTION]” If you don’t define the experience for the patient, they are going to define it themselves…leading to a gap

HEART – Service Recovery Hear – the concern or complaint without interrupting. Empathize - try to put yourself in their position and understand how they must feel, but do not tell your own story. Apologize - Regardless of the situation or who is at fault, but do not “blame” staff, do not inflame the situation. Respond - Reassure the guest you will get someone who can help. Know your resources. Thank the Guest – “thank you for bringing this to my attention.”

How can volunteers work together to improve our patient experience?

“There is nothing stronger than the heart of a volunteer “There is nothing stronger than the heart of a volunteer. With it beats the spirit of service, generosity and compassion…and the health and well-being of our community, our country and our world.” -Kobi Yamada