W HAT IS YOUR FUEL LEVEL I N YOUR JOB ?

…and a choice

Customer Service Is An Attitude! Welcoming customers as guest Demonstrating cooperation/respect Displaying a “friendly engaging spirit” first Offering something extra Being accommodating and flexible Remembering you are a SGMC Ambassador

 Linen Services  Housekeeping  Transport

How Would Our Pit Crew Rate?

HCAHPS…at a glance 27 questions included at the beginning of the Press Ganey Inpatient Survey 300 completed random surveys required annually (25 per month) All payor mix surveyed (not just Medicare) 18 questions about critical aspects of patients’ hospital experiences Elevated attention to delivering patient-centered care Survey results posted at -

Survey Questions measure “frequency” vs. satisfaction. Always Always No partial credit for “Usually.” Easier to move a Usually to an Always than to move a Never to an Always. Always Always means that every interaction occurs with every patient on every shift. Only “Always” Counts 1= Never 2 = Sometimes 3 = Usually 4 = Always

SGMC’s Patient Experience is now transparent… “on line” 24/7 Hospital Intranet

Increase the Consistency of Interactions with Patients – Decreasing variation Clear, Prompt and Courteous Communication Keep Patients Informed Regular Rounding Demonstrate Teamwork Anticipate Patient Needs Live the Customer Service Absolutes Observe and Coach for Performance How Do We Create A Positive Perception of Care?

Patients perceive a “series of interactions” as one cohesive experience. …as if everyone and everything represents threads in the same seamless piece of woven fabric.

Instills confidence and trust Creates loyalty Deters complaints and law suits Results are measured “on line” Subject to penalties Directly impacts reimbursement Why is The Patient Experience Important?

Providing more “words”…not “more work.”

AIDET: 5 Simple Steps to Make a Positive First Impression and to ensure positive interaction throughout the patient’s experience. Acknowledge Introduce Duration Explanation Thank you First step in forming a relationship with a patient. Acknowledge patient and family. Use a greeting, smile, eye contact…adjust covers. Introduce self with title. Use patient’s name. Implement service recovery if needed. Apologize and Commit. Explain how long any tests/procedures might take, use key words for keeping patient informed. Under-Promise and Over-Deliver. Explain the plan of care, what tests and treatments the patient can anticipate and seek out answers to any questions. Give reassurance. Use “key words.” Thank patients for waiting, providing information and choosing your hospital.

Hospital Environment Clean and Quiet W HOSE JOB IS IT ?

Hospital patients tend to be most satisfied with the cleanliness of OP facilities and least satisfied with the cleanliness of IP areas and ED’s. Gallup Patient Database

 Realize that cleanliness is a perception  Cleanliness impacts trust  Senses including smells and physical feeling and sights impact perception  Think like a patient  Clutter can impact perceptions  Keep your antennae's up  If a patient points out something that needs cleaned…thank them for bringing it to your attention. C ONDUCT W ALK -T HROUGHS  Clean Team  Transport Team

 Pleasantness of room décor  Room cleanliness  Courtesy of the person who cleaned your room  Room temperature  Noise level in and around room

What impressions are formed?

How Can We Warm Up the Environment?

spot ‘disappointment’

Is the anything else I can do for you?

Tactics to Achieve “Always” Access the environment during rounding Practice looking through their eyes Pick up dirty linen/excess trash/food trays Ask the patient if they have any issues Hold everyone accountable…it’s more than a “housekeeping” issue 8: Survey Question 8: During this hospital stay, how often were your room and bathroom kept clean? 1= Never 2 = Sometimes 3 = Usually 4 = Always

 “I’m going to clean your room and bathroom.”  “We want to make sure your room and bathroom are always clean.  “I have cleaned your room and sanitized your bathroom. Have I missed anything?  “Is there anything else I can do for you?”  “Is everything you need within your reach before I leave?”  “I’m closing your door for privacy.”

Tactics to Achieve “Always” Perform a noise audit Close the doors Bunch nighttime tasks together Inform about nighttime lab draws in advance Dim the lights Connect the dotes on “why” we care about noise Address noisy staff behaviors 9: Survey Question 9: During this hospital stay, how often was the area around your room quiet at night? 1= Never 2 = Sometimes 3 = Usually 4 = Always

Tactics to Achieve “Always” Survey Question 22: Would you recommend this hospital to your friends and family? Definitely no – Probably no – Probably yes – Definitely yes

Survey Question How would you rate the hospital?

Quiet Zone Please observe “Quiet Time Zone” for Patient Rest and Safety

Patient Perception Summary Every staff member interaction impacts the overall perception of care Patient perception of care is more than being friendly and smiling It’s about: - Quality - Individualized Patient Care - Consistency - Using HCAHPS results as a barometer for measuring clinical performance and improvement

TAKE AWAYS 1 st Meet1 st Meet Customer Expectations before Exceeding dehumanizing humanizeIdentify dehumanizing interactions to humanize MasterMaster Customer Service Basics YOUYOU are SGMC SeizeSeize “relationship moments” little BIG The little things are the BIG things. Take your shoes off walking in the customer’s shoes.Take your shoes off before walking in the customer’s shoes. doingKnowing and doing are not the same.

 What is working?  What has proven to be more challenging than expected?  What are our barriers?  Where do we need to re-energize our efforts?  What additional steps do we need to add?  What simply needs to be revisited?

we are getting worse!

TAKE ACTION… NOT NOTES

“Let no one ever come to you without leaving BETTER and HAPPIER. Be the living expression of God’s kindness: Kindness in your FACE, kindness in your EYES, kindness in your SMILE.”

No one is going to create a great place for us to work or for our patients to receive care unless WE actively participate. “Where There’s No Gardener, There’s No Garden…”