1. 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

2. 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, 2015 2

3. 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, 2015 3

4. 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 2015. 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, 2015 4

5. Keeping it in Perspective Rebecca Saavedra, Ed.D. September 25, 2015 5

6. 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

7. Your Role as “the messenger” Rebecca Saavedra, Ed.D. September 25, 2015 7

8. 8 More than a Messenger! You are an Influencer?

9. The Science of Persuasion Rebecca Saavedra, Ed.D. September 25, 2015 9 The Secrets

10. Reciprocity Rebecca Saavedra, Ed.D. September 25, 2015 10 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

11. Scarcity Rebecca Saavedra, Ed.D. September 25, 2015 11 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

12. Authority Rebecca Saavedra, Ed.D. September 25, 2015 12 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

13. Consistency Rebecca Saavedra, Ed.D. September 25, 2015 13 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

14. Liking Rebecca Saavedra, Ed.D. September 25, 2015 14 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

15. Consensus Rebecca Saavedra, Ed.D. September 25, 2015 15 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

16. Influence Strategies Rebecca Saavedra, Ed.D. September 25, 2015 16 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

17. Science of Persuasion Rebecca Saavedra, Ed.D. September 25, 201517 Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

18. 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

19. 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, 2015 19

20. Rebecca Saavedra, Ed.D. September 25, 2015 20 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?”

21. Tap into the Passion Rebecca Saavedra, Ed.D. September 25, 2015 21 or