Leader Coaching: The Link to Consistent Patient Experiences

Judy Catalano, Patient Experience Manager, Yale-New Haven Hospital
Gregory D.Nelson, Healthcare Consultant, Patient Perfect Healthcare
While evolving from service excellence to patient experience, Yale-New Haven Hospital developed an effective solution to instill the use of best practices throughout the organization and focused on recruiting a team of high performing, operations leaders to observe directly and coach all leaders at Yale. The link between patient expectations and staff meeting those expectations is a direct result of effective, consistent leadership. Yale-New Haven also recruited an internal team of high performing, operations leaders whose goal is to improve performance and the patient experience by: aligning the behavioral expectations for all leaders, promoting consistency, monitoring accountability and providing direct feedback. Many organizations elect to use external coaches on a consultative basis. In this webinar, learn the infrastructure of a leader coaching model that focuses on continual accountability to sustain employee engagement and results in consistent exceptional experiences for the patients, describe the role and responsibility and the selection criteria for an elite internal coaching team and the impact of reinforcing non-negotiable behaviors and relate the impact of a tracking process through an internal resource team to hardwire a culture built on aligned, consistent behaviors.
Related content
-
Culture & Leadership | Staff & Provider Engagement
Volunteers: The Key to Patient and Employee Satisfaction
In the turmoil created by the pandemic, volunteer services in healthcare was turned upside down, but this chaos also provided us the opportunity to recreate how volunteers are viewed throughout healthcare. Lehigh Valley Health Network has coordinated the efforts of volunteer services, patient experience and colleague engagement, resulting in an elevated perception of volunteers and
Learn more -
Staff & Provider Engagement
Healthcare Team Members’ Views on Social Determinants of Health Screening and Referral Practices in a Pediatric Emergency Department
We aimed to explore the healthcare team members’ (HTMs) views on social determinants of health (SDH) screening and referral processes in a pediatric emergency department (PED). We conducted a cross-sectional, mixed-methods study to explore PED HTMs’ views on social care practices at a quaternary-level children’s hospital. The survey was created using a goal identification framework.
Learn more -
Culture & Leadership | Quality & Clinical Excellence | Staff & Provider Engagement
Developing an Interactive Behavioral Based Training Program
This webinar, How to Develop an Interactive Behavioral Based Training Program that Aligns with Employee and Patient Feedback around Improvement Opportunities, will provide step by step guidance to develop a training program with a focus on behavioral based learning. The program uses storytelling and staff and patient feedback to “connect the dots” in the human
Learn more