Welcome to the Magic of Engagement

Transcription

1 Welcome to the Magic of Engagement April 28, 2017 About this Special Edition Power Point This Power Point is made available to attendees of Brian Lee s presentation upon request. It may not be used for general educational purposes outside the attendees place of business, as it is proprietary copyrighted material, and may not be duplicated in whole or part without the express written consent of Brian Lee CSP It may only be used for internal presentations by the attendee for the express purpose of briefing peers in order to enhance implementation of the learning experience with Brian Lee For further information contact Pat Goodberry-Dyck Pat@customlearning.com

2 Ever forget a patient? Question? Do you over promise and under deliver? Or under promise and over deliver?

3 Recommendation Implement a Critical Best Practice: Service Recovery Example: Practice the Complaint Golden Rule: Mess up? Fess up, & Dress Up Brian Lee, CSP

4 Average Service Problems Per Inpatient Source: HCAB Recommendation Empower Everyone to: Solve a complaint, Prevent a complaint, or show human compassion.

5 The Blameless Apology: I m so sorry you re having this problem, I apologize Recommendation Authorize Everyone: The discretion: to spend up to $10 per person or up to $50 per person/year

6 Recommendation See complaints as a gift Janelle Barlow Caution! If your Service Recovery requires manager preapproval, it doesn t count!!

7 Recommendation Charter a Performance Improvement Team to: 1. Author a Service Recovery Policy CARE* makes the difference C A R E Concur acknowledge their concern, complaint, or grievance Apologize without blame Respond by telling them what you can do, not what you can t Extend Thanks for taking the time and effort *Mullen Manor Phase II: Author Policy

8 Recommendation Charter a Performance Improvement Team to: 1. Author a Service Recovery Policy 2. Create Tool Kits 3. Initiate post-incident reporting for Root Cause analysis 4. Educate everyone in a classroom When and How will you make Service Recovery a powerful new part of your Service culture and Brand Promise?

9 and give your people the gift of Adulthood! If Asked: Would you be willing to serve on a Performance Improvement Team? (See Evaluation Form)

10 My Mission: A roadmap to become THE Hospital of Choice for the communities you serve! Do not go where the path may lead, go instead where there is no path and leave a trail Ralph Waldo Emerson

11 Today s Mission: Achieve a Breakthrough in HCAHPS/Patient Experience through Engagement at Every Level. Vision: The recognized voice of nursing leaders.

12 Conference Theme: Transforming Health Care: Leaders making the impossible possible The Magic of Engagement Connecting the WHY

13 He who has a why to live can bear almost any how When you understand the why, any how is possible Friedrich Nietzsche and when your frontline does understand the why, the patient experience improvement how becomes possible

14 Please find a buddy or 2 But first, a few observations!

15 Congratulations to Jan and Mary on their extraordinary commitment to Nursing! & a special acknowledgment to Jan Nurse Leader of the year

16 Some day I too hope to drink from a License Plate coffee mug! Has Leilani not done a superb job of capturing our conference memories?

17 BTW did y all have as much fun at your table as we did at ours? Meet Sonny..

18 My Co-worker Couch Potato

19 Juggler Lapdog

20 Terrorist Big Brother

21 Housekeeper Early morning alarm clock!

22 Running mate and now a Sophisticated 8 Year old!

23 and Volunteer Therapist My goal in life is to be as good of a person as my dog already thinks I am Author Unknown Don t accept your dog s admiration as conclusive evidence that you re fabulous Meg Soper

24 PS -How Many of You Have twins or are one? Bow ties have been a Lifelong Fashion Statement! 113 Feedback is the breakfast of champions Ken Blanchard PAGE 8

25 A Small Favor Please turn your cell phones ON, put on silent and text me anytime! What you will learn 1. The Challenge of Excellence 2. Change Your Culture or Be Doomed to Repeat the Past 3. The Three Cornerstones of a Culture of Engagement 4. The Power of Peer Based Learning PAGE 1

26 The Challenge of Excellence: To Become the Employer and Provider of Choice PAGE 2 New Recruitment Advertising Strategy

27 Transformation DO IT First Take Care of Your Caregiver a 1% Change In Employee Morale = a 2% Change In the Patient Experience Source: Press Ganey

28 Relationships are Everything Patient, Physician, and Employee satisfaction (likelihood to recommend for healthcare) are highly Interco-related: Employee 0.60 Physician Patient Change Your Culture or be doomed to repeat the past. Brian Lee, CSP

29 Culture An organization s way of life The way we do things around here Unwritten rules Focus Group Example: I asked: What words would you use to describe your culture today? 158

30 The need for Culture Shift Our Culture Today Close Knit Slugs are Here for the Pay Check Friendly & Caring/Genuine Loyalty Culture We Need Close Knit Upgrade at least to Whiners Friendly & Caring/Genuine Tension In the Ranks Poor Inter-shift Communication Positive Teamwork Good Communication The need for Culture Shift Our Culture Today Culture of Negativity Financially/Job Driven Inconsistent Communication Excellent Clinically Loyalty Culture We Need Positive Culture Patient/Financially Driven Consistent Communication Excellent Clinically

31 Nurse engagement is absolutely critical. You will never find exceptional outcomes without engaged nurses working as partners in a professional practice environment Joan Beglinger MSN, MBA, RN, FACHE, FAAN President, WONE Culture eats strategy for lunch!

32 Flavor of the month campaigns leave a bad taste and are such a waste! Brian Lee, CSP How Culture Changes It is in the execution of the strategy that the culture begins to change Louis Gerstner, Former CEO IBM

33 The 3 Cornerstones of a Culture of Engagement Engage Empower Transform PAGE 3 Cornerstone # 1: Engage

34 Breakthrough Recommendation Appoint a Service Excellence/Patient Experience Council with a focused charter Service Excellence Council Orientation and Coaching Mission: Engage everyone to transform the patient experience Membership: 60% Management 40% Frontline

35 Service Excellence Council Charter: 1. Coordinate leadership and frontline education 2. Implement priority best practices 3. Monitor patient survey results and insure continuous improvement I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel Maya Angelou

36 What is your Leadership model for staff motivation and empowerment? Example: Communication Bundle 3 Key Best Practices Daily Administrator New Patient Welcome Visits Daily Intentional Leader Staff Rounding Inspiring Staff Meetings

37 What leadership skills education do you need to successfully engage and empower your staff? Leadership Academy

38 The Power of Peer Based Learning Cornerstone # 2: Empower PAGE 4 Provider of Choice

39 Give me a lever long enough and single-handed, I can move the world Archimedes Lever = Education

40 Question # 1? Where are your people learning Service Communication Skills? Two Crucial Questions? 1. How effective have you been educating everyone? 2. How successful will you be if you don t?

41 Don t Confuse Quality Effective Staff Education with a 5-10 minute review at a staff meeting a brief mention at a Town Hall meeting a posting on a bulletin board sending out an How long does it take for bulletin board postings to become wallpaper?

42 Example: You can t Change Behaviour by Memo or Bulletin Board Posting! Warm Greeting greet patients with a smile and a welcoming attitude. Eye Contact make appropriate eye contact. Plain, Non-Medical Language use common words when speaking to patients. Slow Down speak clearly and at a moderate pace. Limit Content prioritize what needs to be discussed and limit information to 3-5 key points. Repeat Key Points be specific and concrete in your conversation and repeat key points. Show or Draw Pictures draw pictures, use illustrations, or demonstrate with 3-D models. Patient Participation encourage patients to ask questions and be involved in the conversation during visits and be proactive in their healthcare. Encourage Questions create a shame-free environment, make patients feel comfortable asking questions. Enlist the aid of others to promote understanding. Teach Back confirm patients understanding what they need to know and do by asking them to teach back your instructions. Frontline Training Options: A. Frontline peer based Train-the-Trainer B. Webinars C. e-learning D. Instructor-led classroom training

43 Introducing the Frontline Game Changer! Option A Frontline Peer Based Train-the-Trainer

44 You ll never solve your customer service problems until your frontline are engaged and own them Brian Lee, CSP A Must Read! The tipping point is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire Malcolm Gladwell

45 An Epidemic Begins with a critical few of super-infectors with a disproportionate influence. When people are overwhelmed with information & develop immunity to traditional forms of communication, they turn instead for advice and information to the people in their lives whom they respect, admire, and trust. The cure for immunity is finding Mavens, Connectors, and Salesmen Malcolm Gladwell For Example

46 There are exceptional people out They who are capable of starting epidemics. All you have to do is find them Malcolm Gladwell Make The Magic of Frontline Engagement a Reality;

47 Breakthrough Recommendation STEP # 1 Recruit and train the best of your best frontline stars Recommendation STEP # 2 To teach an annual HCAHPS based 3-hour Service Excellence Workshop

48 Recommendation: Consider Implementing a Empowered Frontline Train-the-Trainer Concept 1. Frontline/Non-Management 2. Terrific soulful Attitude 3. Demonstrated Commitment to Patient Satisfaction Empowered Frontline Leaders Can be called Service Champions, Value Added Service Providers Ambassadors Service Advocates P.A.L.s Service Excellence Advisors

49 Teach a 3-hour HCAHPS Based Patient Experience Workshop to their peers in teams of 4 Phelps Memorial SEA Team SEAs participate in a 2-day Train-the-Trainer Course Herrin Hospital First Half Day 3-hour Service Excellence Workshop +

50 Draft Educational Service Excellence Modules Communication skills x 7 Product knowledge about what other depts. do Timely service Attitude! Non-verbal communication Courtesy Acknowledge and recognize peers No pass zone Empathize with difficult behavior Open minded The Empowerment Bundle No its not my job Eye contact Mindful listening The power of healing touch Complaint handling Service Recovery Respect for co-workers Patient satisfaction survey literacy The License to Please Empowerment Bundle 1. The Six Foot Rule 2. Service Recovery 3. No Pass Zone 4. The Platinum Live it Rule 5. Managing Up 6. License to Silence 7. Freedom to Clean

51 You cant hold people accountable for what they don t know Kathy Slone Director of Rehab SEAs participate in a 2-day Train-the-Trainer Course Herrin Hospital First Half Day 3-hour Service Excellence Workshop + Remaining Day & a Half Day Train the Trainer

52 The Service Excellence Advisor Train-the-Trainer Course Graduation Celebration What would it mean to you if your staff owned and felt accountable for your patient/resident experience/ HCAHPS scores?

53 and experienced an explosion of personal & professional growth! The Gen-Xers we couldn t bother to give them a real name Mark Taylor, MSW, EdD

54 Some studies say it takes 1.9 years to replace a boomer Mark Taylor, MSW, EdD The only thing worse than training your employees and losing them, is not training them and keeping them Zig Ziglar

55 If we stand up for something bigger than our lives, then our voice will be multiplied Malala Yousafzai Buddy Discussion What do you see is the value of frontline engagement and ownership?

56 When your people are learning they re not leaving Brian Lee, CSP Cornerstone # 3: Transform DO IT Improvement

57 Vision without execution is an hallucination Joe Calloway, CSP, CP Git-R-Done! Larry the Cable Guy

58 Breakthrough Recommendation STEP # 3 Schedule monthly staff DO IT meetings, that engage everyone to eliminate priority dissatisfiers 93% of what you learn in a classroom is forgotten within 14 days Dr. Tony Buzan, Mind Maps

59 Recommendation STEP # 4 Schedule a weekly 15 minute staff Service Huddle Please Clarify: What concrete steps will you take to improve the employee engagement with your team, in the next 14 days, starting now?!

60 The HCAHPS Breakthrough Leadership Series Schedule Every Webinar includes Leadership training on the how- to s of frontline engagement PAGE 5 To Register Visit or Sponsor Code: WONE9

61 You re Invited! Join us for the 18 th Annual in January 29-31, 2018 PAGE 6 Reminder come and get your ticket! Can you please hand me your Evaluation form so I know who is coming PAGE 7

62 You re Invited HCAHPS National Bootcamp 1. HCAHPS Nursing Academy 2. HCAHPS Physicians and Hospitalist Academy 3. Clinics and Groups CAHPS Academy 4. Emergency Department Academy 5. HCAHPS for Everyone Academy My DO IT Plan PAGE 7

63 Q & A Call me! Cell Recommendation If you re going to Act, Act with Urgency!

64 The Accountability First Step W W & H W 283 The Accountability First Step Who will do What by When & How 284

65 Conference Theme: Transforming Health Care: Leaders making the impossible possible The limits of the possible can only be defined by going beyond them into the impossible Arthur C. Clarke

66 Please Clarify Your best aha /take away and why it is important to you personally? 287 Recommended Reading Radical Living Care Erie Chapman I Quit But Forgot to Tell You Terri Kabuchnick Nobody s Home Thomas Gass The Checklist Dr. Atul Gawande The Tipping Point Malcolm Gladwell Who s Your Gladys? Marilyn Suttle & Lori Jo Vest

67 Feedback is the breakfast of champions Ken Blanchard PAGE 8 Evaluation Request 1. For me, the most valuable idea I learned and intend to use is 2. What I would tell others about the quality of the speaker and value of the content 3. Presentation improvements I would suggest

68 Evaluation 4. On a scale of 1 5, this presentation: (Met my expectations) (Did Not) 5. Free Engagement Tool Kit Yes A. The HCAHPS Breakthrough Leadership Series Yes B. A digital copy of the PowerPoint Yes C. A digital copy of Brian Lee s e-book Satisfaction Guarantee Yes D. The 18 th Annual HealthCare Service Excellence Conference (January 29-31, 2018 in San Antonio, TX)

69 Thank You to Wisconsin Organization of Nurse Executives Amy Hermes Marylou Mercado Dena Jarog Melinda Brancamp Dennise Lavrenz Natasha Weberg Kayla Chatterton Ruth Kirby Kristin Rabenold Sherry Collins Lori Cardinal Sue Ourada Joan Beglinger Lamplighter Club 297 A Few Reminders Turn in Your Evaluation Form:

70 Meet Joey Smallwood Brighten the Corner where you are