1. The Patient Experience
March 15, 2019
Barbara Burnes, RN

2. Objectives
Identify the essentials behaviors for creating a positive service experience
Strategies for effective communication
Managing service recovery

3. A Life Experience
People want to feel cared about as well as cared for….

4. Interest and Attitude
Patients evaluate the experience our behavior creates for them.
Each interaction leaves a lasting impression in the minds of others that becomes a part of their story.
How do you want to be remembered in the story?

5. Empathy is not “knowing” what another is experiencing or how they are feeling – empathy is about caring enough to want to comfort
“If there’s anything you need, or that I can do that will help….”

6. Every Patient is a Person
Mercy, not judgement
Confident communication
No one wants to be invisible
Listen to hear and connect

7. Make the Connection Questions, Connections & Common Ground
Small talk is BIG….
The shortest distance between two individuals is a laugh
The next shortest is something in common…

8. Stay Connected Only takes a minute Eye – contact
Why are you in the room – even if you’ve been before
We’re in this together

9. Don’t Make it Worse
The only thing worse than sharing information no one understands, is no information at all……
Just ask…….
Set or reset the expectation…..
Start over as many times as you need to……
Suggest is better than correct
What’s your FAQ
Choices are empowering

10. It is the responsibility of the speaker to adapt to the listener.

11. KISS Keep it Short and Simple
We process and retain information best in small increments

12. “You Don’t Say” - Trigger Words
“I don’t know.”
“No…”
“I can’t.”
“Hang on a second…”
“Our policy/procedure is…”
“No problem.”
“You’ll have to…”
© 2012 Press Ganey Associates, Inc.

13. The Transformers – Strategies from Passable to Powerful
State what you will do.
State with as much clarity as possible.
Confirm your knowledge/experience.
Customize your response.
Welcome the gratitude.
© 2012 Press Ganey Associates, Inc.

14. Service Recovery
ACTION

15. The Breakdown

16. Why Do People React Differently?
The size of gap between expectations and reality
Impact of the service breakdowns
Personal reaction tendencies

17. All Service Recovery Is Not Created Equal
Needs a quick solution and validation that the needs are important.
Needs empathy, and an active ear with a genuine interest
Needs assurance situation is not typical.
© 2012 Press Ganey Associates, Inc.

18. Service Recovery: Taking ACTION
Apologize and acknowledge C
Correct the service T
Take action that restores the trust I
I (that’s you) O
Own it N
Now

19. Be the best part of their story.
Every patient experience is a life experience …

21. Questions / Discussion Barbara Burnes, RN baburnes@floyd.org