Jump in Line: A Successful Resource in Engaging New and Existing Associates to a Patient-Centered Culture
Amber Lococo, Patient & Family Relations Improvement Specialist, Wheaton Franciscan Healthcare
Mary Holtz, Director, Emergency Services, Wheaton Franciscan Healthcare
This session will share a tool and orientation process that has contributed to sustained improvements of 10 percentile points in patient satisfaction overall mean score in an Emergency Department. The New Associate Training Manual: Patient and Family Experience is a low-cost, high-benefit resource that establishes a patient-centered culture by clearly outlining a unified understanding of the expectations for exceptional patient care, from both a department and system point of view. The process discussed provides the opportunity for personal, 1:1 interactions for leaders and associates to engage in dialogue about the Patient Experience at two different and critical times during orientation. Completing this process during orientation sends a deliberate message that service competence is just as important as clinical competence in the successful on-boarding of new associates.
Related content
-
Patient Family & Community Engagement
Building & Sustaining an Effective PFAC
Whether you are building your first PFAC or wanting to sustain an existing one, this learning bite provides the foundational principles for achieving success. Hear from a member of the Global Patient & Family Advisory Board of The Beryl Institute to learn how his experience as a first-time caregiver led him to wanting to give
Learn more -
Patient Family & Community Engagement | Staff & Provider Engagement
Round & Coach: Engaging Clinicians & Patients to Improve Communication and Care
This webinar presents four ways BSWH Hillcrest Medical Center improved HCAHPS scores to the 90th percentile. Discover how they incorporated elements of Relationship-Centered Communication to improve nurse and doctor communication. Learn how they engaged patients through consistent rounding. Key takeaways also include how capturing real-time patient feedback contributed to their overall success. Learning Objectives –
Learn more -
Patient Family & Community Engagement
What Matters to Patients? An ACO Patient Experience Pilot Program
With the assistance of a grant from The Beryl Institute, Southwestern Health Resources designed a patient experience program that would tailor to the specific needs of individual providers and practices.
Learn more