1. Patient Connect – WebEx Sessions
East Region
December 7, 2015
Mark

2. Objectives Introduction Wins and Challenges Best Practices
Topic of the Week
Q&A
Closing Remarks

3. Introduction

4. Share
What are some Wins?
What are some Challenges?

5. Share
Challenge – What reports should we use?

6. Best Practice

7. Best Practices
Ziva Hernandez, GM from VCU

8. Employees and Patient Connect

9. Topic of the Week

10. Topic of the Week
Key Learnings from the 2015 Press Ganey Conference in Orlando, Florida
Terry Vignola & Anthony McGee – Lankenau Hospital

11. Career Nasties What are Career Nasties?
Career Nasties are those employees that make a career out of being nasty. They were “nice” when we interviewed them… but now they are just plain nasty! Nasty to co-workers, patients, family members, and other department employees.

12. Steps to Remove the Career Nasties

13. Steps to Remove the Career Nasties
Set Expectations
Reference Handbook, Policies and/or Job Descriptions

14. Steps to Remove the Career Nasties
Training

15. Steps to Remove the Career Nasties
Partner with Human Resources

16. Steps to Remove the Career Nasties
Inspect what you expect

17. Steps to Remove the Career Nasties
Candid Conversations

18. Steps to Remove the Career Nasties
Accountability

19. Q&A
Mark
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