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.