1. Patient and Family Engagement: It Begins With Me
Carol Santalucia, mba, President

2. About Me
Personal
Professional
Why this work matters

3. You All Make a Difference!

4. Essential Skills to Engage Patients and Families

5. 4 Essential Skills
Demonstrate personal accountability
Make emotional connections
Practice service recovery
Support peers with feedback

6. Demonstrate Personal Accountability

7. What is Accountability?
Personal accountability
Holding others accountable

8. Personal Accountability
you control over your own actions and your own success.
Gives
you be more effective and more successful with peers and coworkers.
Helps
Personal accountability is internally focused. It gives you control over your own actions and your own success. Personal accountability helps you be more successful with peers and coworkers.

9. Accountable?

10. The Math of Accountability
Ann
John

11. Personal accountability requires…
A shift in mindset.

12. The New Math of Accountability
100%

13. Personal accountability requires…
A shift in behaviors.

14. High Performance Behaviors
Are essential to demonstrate personal accountability.
Make personal accountability “real.”
Confirm your creditability and commitment.

15. Examples “I talk to people and not about people. I don’t gossip.”
“I don’t have meetings after the meeting.”
“When I plan meetings, I send an agenda in advance so that participants can be prepared.”
“I admit when I have too little or too much work on my plate.”
“I ask for clarity even if I think I know what’s expected of me.”

16. The Accountability Cycle
Responsibility
Taking ownership for getting something done, before you know how it will turn out.
Self-Empowerment
Doing what is necessary to successfully deliver the results you’ve taken responsibility for.
Accountability
A personal willingness, after-the-fact, to answer for outcomes produced. Take ownership for results, good or bad.

17. Personal accountability requires…
A shift in language.

18. Examples “We should….” “I will…” "What can I do to help?"
Responsibility
“We should….”
“I will…”
Self-empowerment
"That's not my job."
"What can I do to help?"
Accountability
"They should have."
"Next time I will."

19. 3 Requirements of Personal Accountability
1. Clarity
Articulate what PX means to you.
Be crystal clear about expectations.
Find out if you don’t know.
2. Ownership
Believing that you can make a difference
Doing what you can in any situation.
Not being limited by job title, tenure, etc…
3. Commitment
Your “patient experience promise”.
Be specific and realistic.
Invite others to hold you accountable.

20. It’s Not Always Easy

21. The Bottom Line
“Be the change that you wish to see in the world.”
- Mahatma Gandhi
“I am who I am today because of the choices I made yesterday.”
- Eleanor Roosevelt
“If you want to make the world a better place, take a look at yourself and make a change.”
- Michael Jackson

22. Make Emotional Connections

23. Make Emotional Connections
Be mindful of your surroundings and in your interactions.
Be aware of a person’s emotions and what they must be going through.
Seize opportunities to create lasting memories through your actions and your words.

24. Connect By Expressing Empathy
Saying out loud how you think a person is feeling.
“You seem upset.”
“You must be relieved!”
“I can’t imagine how afraid you must be.”

25. Impact of Expressing Empathy
Takes off or shuts down
Cools
off/disarms
Person feels isolated, alone, misunderstood
Connection made; person feels reassured, heard, respected
Expression of Empathy
Presenter explains

26. Keep in Mind Don't be afraid of naming the wrong emotion.
Use a caring tone of voice.
Use words that are comfortable for you.
Don't be afraid of naming the wrong emotion.

27. Practice Service Recovery

28. “Service recovery is making right what went wrong.”
What It Is?
“Service recovery is making right what went wrong.”
-Leonard Berry

29. There Are Many Communication Models…
The skills make service recovery effective.
Being present; giving undivided attention
Active listening/mindfulness
Acknowledging the person’s emotions with a statement
Expressing empathy
Without placing blame or making excuses
Apologizing
Doing what you can to address the issue
Taking ownership
Thanking the person…
Expressing gratitude

30. Service Recovery is Powerful!
Transforms organizational culture
Creates trust and loyalty
Is directly linked to patient satisfaction
Allows everyone to impact the patient experience

31. Support Peers with Feedback

32. Types of Feedback Constructive Feedback Positive Feedback
Provides a learning opportunity
Facilitates personal growth and development
Shows that you care about the person and their contribution to the team
Positive Feedback
Instills pride and confidence
Creates role models
Leads to greater engagement and productivity

33. Constructive Feedback
What motivates you to say something?
Are you being fair and objective?
Do you have the right intentions?
Prepare Yourself.
Empathize with the person
Envision a positive outcome
Plan what you will say.
Opening statement
Say positive things too
Offer alternatives
Thank the person

34. Give positive feedback
Example
“I couldn’t help but overhear.”
Open the conversation
“That seemed rough. I’m sorry you had to go through that.”
Empathize
“I noticed you…”
Give positive feedback
“In these situations it can help if…”
Offer an alternative
“Thank you for letting me talk to you about this.”
Express gratitude

35. Positive Feedback
Each of us has an invisible bucket. When it’s full, we feel great. When it’s empty, we feel awful.
Each of us has an invisible dipper. We can use it to fill buckets or to dip from buckets.
Based on our interactions with others, we can fill their bucket or empty their bucket.
How Full is Your Bucket, Tom Rath and Donald O. Clifton, PhD

36. Activity: Filling Buckets
Select a partner.
Fill their bucket by giving them a meaningful compliment.
Fill your bucket by sharing an accomplishment that makes you proud.

37. Conclusion and Commitment

38. Your Final Thoughts Consider everything we talked about today.
What is one thing that really resonated with you?
What is one thing you commit to doing or doing differently in order to engage patients and families?

39. Thank You!
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