1. Going from Good to GREAT

2. New Hospital Expectations
Say “yes” 95% of the time in 15 minutes or less
Consistent Admission Decisions – Nursing capability form
Work to remove Clinical and Financial Barriers
Be EASY for the Discharge Planners to refer
24/7 Admission Preparedness

3. Develop Confidence through Competence
Staff that knows the needs and expectations of new resident
Staff that is trained to provide for those needs

4. Family Confidence in You
If the family feels comfortable, they will go home and let you get busy caring for your new guest
Understand condition of guest
Know about therapy, medication, mobility status

5. Patient Confidence in You
Upon arrival – two top concerns:
Pain management
Bathroom
Make sure medications ordered (or courtesy box)
Transfer the resident to the restroom -- within the first 30 minutes of arrival.

6. Confidence Continued Confident families will go home
Concerned families will stay all night
You can start successful stay of guest
Things that hurt confidence:
Room not ready
Staff unaware of needs of patient
Can’t transfer patient
Program Director hasn’t discussed Pathways goals

7. Set the Tone for Trust Remember this experience is all new
They are in health crisis
Patient/family exhausted
Scared
Bewildered
Only frame of reference is the hospital
How we greet them and set the tone will impact their success and experience.

8. The shift change hand off
Critical updates
Patient and family preferences
Changes in condition
Calls to physician
SBAR and Stop and Watch info

9. Check the Pulse of the Stay
If we asked, would they say they recommend us?
Are their needs being met?
Do they have questions or concerns?
Is staff empowered to address?

10. Putting Cash on Hold Phone skills
Processing referral – as it comes in - NOW
Fax machine is down, again

11. Know Your Strengths How many patients have returned home this year?
How many would recommend you to others?
What does the community think of your home?
Are you an expert in the community?

12. Back to the basics Involvement in community
At least 4 community events a year
Press releases