Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September 25, 2015 Texas Alliance for Patient Services

Objectives 1.Understand the importance of patient advocacy in safety, quality and improving the overall patient experience. 2.How to Influence and persuade those around you. 3.Define the components of a constructive “tough” conversation 4.Define the elements that keep you energized. Rebecca Saavedra, Ed.D. September 25,

Improving Patient Experience  41% of Patients say that the Patient experience is the most important factor when choosing a hospital.  Patient experience is a clear differentiator in attracting and retaining patients  Improving quality and safety leads to better patient satisfaction and better outcomes.  It is the right thing to do. Rebecca Saavedra, Ed.D. September 25,

Addressing the Gap in Patient Centered Care  The health care system must shift to a focus on patient-centered outcomes.  Patient advocacy is a central driver of all aspects of quality improvement & patient satisfaction.  The federal Affordable Care Act makes patient- centered care a major requirement along with an emphasis on the use of data, transparency, collaboration, and evidence-based medicine.  By 2020, estimates suggest that the U.S. will spend approximately $3 trillion on health care in Almost half of what the entire world spends.  While we rank 38 th when compared with other development nations in terms of health care. Rebecca Saavedra, Ed.D. September 25,

Keeping it in Perspective Rebecca Saavedra, Ed.D. September 25,

Healthcare in 2030  By 2030 about one in three hospitals across the U.S. will probably close, merge or reorganize into an entirely different form of health care service provider organization.  Home health care and self-care will grow dramatically over the coming decades.  Over the next decades, due to regulations, Internet- informed patients will become more active partners in the promotion of their health in partnership with their health care  The emphasis in health care will continue shifting to disease prevention, health promotion and wellness.  Mobile health (mhealth) technologies and mobile apps will prove extremely valuable in helping to prevent, treat and manage a wide range of health conditions.  6 Rebecca Saavedra, Ed.D. September 25, 2015

Your Role as “the messenger” Rebecca Saavedra, Ed.D. September 25,

8 More than a Messenger! You are an Influencer?

The Science of Persuasion Rebecca Saavedra, Ed.D. September 25, The Secrets

Reciprocity Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Scarcity Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Authority Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Consistency Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Liking Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Consensus Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Influence Strategies Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Science of Persuasion Rebecca Saavedra, Ed.D. September 25, Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

How to Start a Tough Talk 1.Be Prepared. What do you want to achieve? Raise awareness. 2.Build and safeguard the relationship. Be friendly and professional. Don’t forget the important courteous social conventions. 3.Be direct. “May I give you some input, feedback?” “I need to discuss with you comments we received about your actions.” 4.Be real. “This is awkward for me but it is important that I let you know how this is impacting how patients perceive you…..., etc.” 18 Rebecca Saavedra, Ed.D. September 25, 2015

In the Middle, Stay Focused 1.Avoid personal comments. Separate the behavior from the person 2.Use “I” statements to communicate your feelings if needed 3.Validate statements whenever possible “That is a fair statement” 4.Don’t interrupt and if you are interrupted..say, “Let me talk please I listened to you.” 5.Don’t be aggressive. Don’t point. Don’t raise your voice. Rebecca Saavedra, Ed.D. September 25,

Rebecca Saavedra, Ed.D. September 25, How to Finish Strong 1.End discussion quickly; it is not a debate as to what occurred. 2.“I just wanted to make you aware.” 3.Express appreciation if you can. “Thank you for listening.” “I respect the work you do.” “Is there anything I can do?”

Tap into the Passion Rebecca Saavedra, Ed.D. September 25, or