Which Side Will You Choose?

CHOICE

to move from one side to another; to pass over mediocrity.

• Obstacles/Roadblocks: • Ways to overcome:

Choice:

BEWARE OF THE ENEMY CALLED

AVERAGE

˚

“Mediocrity is a region bound on the north by compromise, on the south by indecision, on the east by past thinking and on the west

by a lack of vision.”John Mason

Let’s be courageous to go from where we are to where we deserve to be in customer

satisfaction.

calling card and business

reputation.It supports our

brand.

OUR QUALITY AND SERVICE IS OUR

— IT’S A STATE OF MIND, A COMMITMENT, A RESPONSIBILITY, A SPIRIT, A WAY OF DOING, BEING AND LIVING.”

“Quality is more than a chart, or a standard, or

a specification

as seriously as WE do!

OUR CUSTOMERS WILL ONLY TAKE OUR APPROACH TO SATISFACTION

HowSerious Are We

?

When you take patient satisfaction very seriously:

You will achieve higher quality of care Your staff will be more content with their jobs

and turnover will be lower You will be more likely to stay financially healthy Your competitive position will be strengthened You will be less likely to be sued

Administration

Patient Care

Services

Quality Council

Educational Services

CustomerCare Team

“Resource”

COLLABORATION FOR

CONTINUITY

New Hire General Orientation: Service Heroes

New Hire Clinical Orientation: HCAHPS FocusTraining for Veteran Staff 11/18/11: Service Heroes

The biggest crisis facing healthcare today is that people working in it no longer feel heroic.o Although every day they have the opportunity to be a hero in someone’s

life. What is a hero?

oMakes a difference in someone’s life.

o Is remembered fondly by someone else for the rest of his/her life.

STOP AND TAKE A PICTURE

HOW CAN WE HELP SHIFT OUR CULTURE?

FOCUS ON “EMPLOYEE ENGAGEMENT”

Gallup reports that highly satisfied groups of employees often exhibit above-average levels of the following characteristics:

• Customer loyalty (56 percent)

• Productivity (50 percent)

• Employee retention (50 percent)

• Safety records (50 percent)

• Profitability (33 percent)

“Employee satisfaction leads to

customer satisfaction. When internal

customers (employees)are happy,

they treat external customers well.

Customers will keep coming back for

more. This grows the

relationship and leads to customer loyalty.”

-Richard Federico, Vice President and National Work-Life Practice Leader at The Segal Company in “Survey Links Work-Life Programs to Employee Performance

People’s behaviors directly impact the work environment and customer experience.

Customer service and a positive work environment are connected.

Internal customer service precedes external customer service.

Accountability to the same standards is critical. A fair workplace is a positive workplace. Recognition restores pride in the workplace. Leaders can restore pride in healthcare by

reassuring workers they can be service heroes.

CONNECTING THE DOTS

SGMC’s Front-Line Directly Impacts Customer Perception and our

Bottom-Line

Simple Can be Harder than Complex"That's been one of my mantras - focus and

simplicity. Simple can be harder than complex: You have to work hard to get your thinking

clean to make it simple. But it's worth it in the end because once you

get there, you can move mountains.

Creativity is just connecting dots. You‘ve got to start with the “customer experience” and work back toward the technology - not the other way around.”

STEVE JOBS1955 - 2011

LEADERSHIP MINDSET SHIFTS

From To

Provider Orientation Customer Orientation

Silo Thinking Organizational Perspective

Directing Coaching

Status Quo Thinking Courage, Risk and Change

Busy-ness Results

Telling Facilitating Dialogue

Protecting Turf Building Relationships

Function Manager Business Leader

Employee as Expendable

Employees are Priceless

HCAHPS QUESTIONSThe 27 questions are broken down in the following sections:1. Nurse Communication2. Doctor Communication3. Pain Management4. Medicine Communication5. Hospital Cleanliness &

Quietness6. Discharge Information7. Overall Hospital Rating8. About You

The questions are designed by patient perception with frequency based answers ranging from NEVER, SOMETIMES, USUALLY,

AND ALWAYS

Press Ganey Scores3rd Qtr 2011 (July, Aug & Sept)

Inpatient: GOAL 50% RankOB 94% Rank3W 59% Rank4W 60% RankFood Services 88% Rank

Ambulatory Surgery: Goal 65% RankNew Surgery Center 71% Rank

Emergency Dept. Goal 50% Rank 58% Rank

CONGRATULATIONS TO THE FOLLOWING FOR MAKING GOAL!!

GREAT

JOB!

Inpatient-HCAHPS only questions for SGMC & SNH-Press Ganey will continue to be our survey vendor-Move from mail to phone methodology-Guaranteed 1,000 completed surveys a year

Ambulatory Surgery-Proceed with same Press Ganey survey questions for SGMC-Move from mail to phone methodology-Guaranteed 1,000 completed surveys a year

Looking Ahead to FY12

Customer Satisfaction Survey Tools

Emergency Dept.-Proceed with same Press Ganey survey questions for SGMC-Move from mail to phone methodology-Guaranteed 1,000 completed surveys a year

Focus on “Customer’s Perception of Care” vs. Surveys A clear direction Defined expectations organizational-wide with built-

in accountability A committed, comprehensive and united internal

team Maximizing existing tools to ensure consistency Intense training to hardwire results Tapping CustomerCare Team & Customer Satisfaction

Tools Staying the course

KEYS TO HARDWIRING RESULTS

“Continuous effort —not strength or intelligence—is the key to unlocking our potential.” —Winston Churchill

UPDATED – TIMELY – – PRACTICAL APPLICATIONS & SOLUTIONS – USER-FRIENDLY

Press Ganey Priority Index and HCAHPS Questions…

linked to the 9 Customer Service Absolutes and Best Practices

BE

It’s Your Choice