faculty: wendy leebov dorothy sisneros · faculty: wendy leebov • dorothy sisneros • jill golde...

LEADING YOUR

PATIENT EXPERIENCE STRATEGY

TO THE NEXT LEVEL

Faculty: Wendy Leebov • Dorothy Sisneros • Jill Golde

©2016 Language of Caring, LLC

WARM-UP: SPEED-SHARING

1. 1 minute story of your pathway to patient experience leadership…

2. Brag about a strength that makes you GREAT in your role…

3. A patient experience challenge that keeps you up at night?

4. What is one hope you have for this workshop?

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OBJECTIVES

• Assess your patient experience strategy

• Identify the critical steps that will lead your strategy to the next level

AGENDA

• YOU as change agent

• Mapping your patient experience strategy

• Strategy audit

• Ten key drivers: Strategy options for each

• Your next steps

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YOU AS CHANGE LEADER

IN THE PATIENT EXPERIENCE MOVEMENT

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CHALLENGE: REACH THE “TIPPING POINT.”(ACCORDING TO MALCOLM GLADWELL)

• Tipping Point: When isolated events crystallize into a significant trend or pattern

• With patient experience strategies: The point at which short-term behavior change becomes “the way we do things here”

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HOW TO REACH

THE TIPPING POINT

1. Create an epidemic! 2. Make it stick!

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RULE 1 FOR EPIDEMIC: THE LAW OF THE FEW

An epidemic starts with a critical mass of “super-infectors”—with disproportionate influence.

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This is YOU,

a “super-infector!”


NOTE: EPIDEMICS CAN BE VERY POSITIVE!

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3 TYPES OF SUPER-INFECTORS NEEDED

Connectors

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EPIDEMIC

PromotersInformation

Mavens

Some of us have 1 strong tendency. Others have some of each!


SUPER-INFECTOR TYPES

Connectors Promoters Information Mavens

Networkers

Very social

Know everyone

Outgoing

Excited by ideas

Persuasive

Contagious enthusiasm

Inspire others

Knowledgeable

Resourceful

Love tools

Ideas for solving every

problem

• Where do you think YOU are?

• What does your team need more of?

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YOU ARE KEY!

• Model

• Super-infector

• Change agent

• Catalyst

• Coach

• Booster

ARCHITECT

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MAP YOUR STRATEGY.

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MAPPING YOUR STRATEGY

• What have been (and are) some of your key aims and results?

• What strategies have been tried?

• What are some key wins?

• Map out your key milestones using the timeline.

• What people have been instrumental?

• What have been your biggest obstacles?

• What lessons have you and others learned?

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STRATEGY AUDIT—TO MAKE YOUR STRATEGIES STICK

Ten Success Factors

A Integration with Mission, Vision, Values and Priorities: Connecting the Dots

B Sponsorship

C Alignment

D Accountability

E Patient and Family Engagement

F Frontline Engagement

G Physician Engagement

H Sustainability

I Measurement and Feedback

J Caring Culture

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1. In your organization, which factor is strongest?

2. On which factor do you most need to focus?


HOW TO USE THE SUCCESS FACTORS PROFILE

• In initial planning

• In assessing degree of implementation

• In strengthening sustainability

• In developing plans going forward

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EXAMPLE OF SUCCESS FACTORS APPLIED:LANGUAGE OF CARING PROGRAMS

• Language of Caring

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WE PARTNER WITH ORGANIZATIONS TO IMPROVE THE

PATIENT EXPERIENCE & BUILD A CULTURE OF CARING

THROUGH EXCEPTIONAL COMMUNICATION

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Evidence-Based Curriculum---EVERYTHING You

Need; videos, team learning, reminder cards,

feedback & coaching tools…and more

All accessible on-line

Managers lead!

Respectful of time: 30-minute skill modules, one

skill at a time

Tools for habit building, evaluation, feedback,

recognition, and rounding

PROGRAM FEATURES



LANGUAGE OF CARING CLIENTS (PARTIAL LIST)

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NEW: PARTNERING TO IMPROVE PATIENT

EXPERIENCE IN AMBULATORY CARE

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✚


PROVEN RESULTS

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• Employee and physician engagement

and greater gratification

• Caring made visible

• CAHPS improvement

• Caring culture


PARTNERING WITH OUR CLIENTS, WE USETHE SUCCESS FACTORS.

Ten Success Factors


B Sponsorship

C Alignment

D Accountability




H Sustainability


J Caring Culture

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SUCCESS FACTOR: SPONSORSHIP

• Leadership engagement process upfront

• Leadership kickoff

• Commitment statements

• Managers lead modules with work teams

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SUCCESS FACTOR: ALIGNMENT

• Revamp hiring process to screen for caring communicators

• Build Language of Caring into job descriptions, performance review

• And very important…..

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Communication

Safety

Magnet

Engaged Staff

CAHPS

Market Share

Patient Outcomes

Risk

Quality

Engaged Patients

ALIGNMENT: CONNECT TO OTHER PRIORITIES AND INITIATIVES

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SUCCESS FACTOR: ACCOUNTABILITY

• Substantial work with leaders on:

• Setting higher expectations

• Tackling “normalized” behaviors

• Feedback tools and processes

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SUCCESS FACTOR: FRONTLINE ENGAGEMENT

• Not all about patient experience: Pivotal link between employee engagement and patient experience

• Widespread engagement

• Focus groups

• Champion teams

• Opinion leaders as facilitators

• Peer coaching

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SUCCESS FACTOR: PHYSICIAN ENGAGEMENT

• Involve, engage; treat as scientists

• Identify/build champions

• Position training as advanced skills, not soft skills

• Practice, feedback & peer coaching

• Doable within extreme time constraints

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SUCCESS FACTOR: SUSTAINABILITY

• Feedback: How are we doing?

• Tactics to achieve individual mastery

• Habit-building

• Peer coaching

• Competency testing

• New employee process

• Tactics to strengthen culture of caring

• Reassess on Success Factors

• Strengthen recognition and performance management

• System of story sharing

• Expand network of champions--internal capacity

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MAKE IT STICK

©2016 Language of Caring, LLC 30

SUSTAINABILITY FEATURES

MAKE IT STICK


USE SUCCESS FACTORS TO PLAN… ANDTO ENSURE SUSTAINABILITY & RESULTS.

Ten Success Factors


B Sponsorship

C Alignment

D Accountability




H Sustainability


J Caring Culture

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IT’S YOUR TURN!TACTIC SHARING WITH POST-ITS!

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GETTING STARTED

• Roles

• Facilitator

• Recorder

• Reporter

• Timing

• 10 min to brainstorm and discuss

• 5 min to come to 3 ideas to report out

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TACTIC SHARING WITH POST-ITS!

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The

HOWS:

One Idea

Per Note

Follow up—all

ideas will be

shared, so

capture them


IN YOUR GROUP: IDENTIFY YOUR 3 FAVORITE IDEAS.

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Ten Success Factors


B Sponsorship

C Alignment

D Accountability




H Sustainability


J Caring Culture


TACTICS

Success Factor: Integration with Mission, Vision, Values

and Priorities — Connecting the Dots


TACTICS

Success Factor: Sponsorship


TACTICS

Success Factor: Alignment


TACTICS

Success Factor: Accountability


TACTICS

Success Factor: Patient and Family Engagement


TACTICS

Success Factor: Frontline Engagement


TACTICS

Success Factor: Physician Engagement


TACTICS

Success Factor: Sustainability — STICKI-NESS


TACTICS

Success Factor: Measurement and Feedback


TACTICS

Success Factor: Caring Culture


RECAP: TAKING YOUR STRATEGY TO THE NEXT LEVEL

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Ten Success Factors


B Sponsorship

C Alignment

D Accountability




H Sustainability


J Caring Culture


GOING FORWARD

• As you reflect on all you’ve heard and shared today, what’s been affirming and/or reinforcing?

• Identify one or two things you’d like to take back and explore further.

• Your first steps?

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THE CHALLENGE: REACH THE TIPPING POINT

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1. Create an epidemic! 2. Make it stick!


AN EPIDEMIC STARTS WITH A CRITICAL MASS OF

“SUPER-INFECTORS”—WITH DISPROPORTIONATE INFLUENCE.

YOU ARE KEY!

• Model

• Super-infector

• Change agent

• Catalyst

• Coach

• Booster

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PREPARE TO BE CALLED….

• Inspiring, supportive, determined

• Tenacious and fanatical

• An organizational irritant

And take it as a compliment!

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http://www.ted.com/talks/derek_sivers_how_to_start_a_movement

http://www.ted.com/talks/derek_sivers_how_to_start_a_movement

We partner with healthcare organizations

to help them achieve an unparalleled patient

experience and a culture of caring through

exceptional communication.

We offer 2 breakthrough skill-building strategies

that elevate HCAHPS and CG-CAHPS scores.

Language of Caring for Staff

Language of Caring for Physicians

www.languageofcaring.com

http://www.languageofcaring.com

faculty: wendy leebov dorothy sisneros · faculty: wendy leebov • dorothy sisneros • jill golde...

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