Presentation Objectives
|
|
|
- Reginald Nelson
- 9 years ago
- Views:
Transcription
1 Teaching Physician-Patient Communication (AIDET) for Results in All Pillars Joe B (Bill) Putnam, Jr., MD, FACS Professor and Chairman, Department of Thoracic Surgery Vanderbilt University Medical Center, Nashville, TN Julie Kennedy, RN Studer Group Coach Presentation Objectives Identify the elements of AIDET and the results of this fundamental communication strategy in service, quality, safety, growth, cost and people pillar Understand the practical application of AIDET in physician-patient communication and connect it to current market issues Know how to make AIDET your own in your physician group through education, role modeling and creation of visual training module Studer Group
2 Physicians and Communication 83% believe communication is as important as technical skill in patient outcomes 18% believe they have had good training in patient communication -Physician Communication Skills Survey, 2001 AIDET Results in All Pillars Service Quality People Finance Growth Patient Satisfaction Clinical Measures & Outcomes Employee & Physician Satisfaction Revenue Targets Loyalty Market Share Loyalty Studer Group
3 Changes in Patient Perception of Care Increase of 28%ile points Increase of 17%ile points Outpatient Inpatient ED Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS, N=68 Increase of 16%ile points Baseline 6 Months Post AIDET - Quality Physician communication, or the lack of it, is probably one of the most important factors for patient noncompliance Mayo Clinic Proceedings, Studer Group
4 AIDET - Quality 72% of patients unable to list medications they take 58% of patients unable to recite their own diagnosis -Mayo Clinic Proceedings, 2005 AIDET - Safety Because greetings are one way to ensure proper identification of patients, they may well be considered a fundamental component of patient safety. Source: Arch Intern Med. 2007;167(11): An Evidence-Based Perspective on Greetings in Medical Encounters by Gregory Makoul, PhD; Amanda Zick, MA; Marianne Green, MD Studer Group
5 AIDET People - Physician Retention Physician turnover is a top concern and an important priority for leaders. Groups were asked to rank their concern of physician turnover. Forty-seven percent (47%) of all respondents indicate a strong concern about physician turnover. ~The most important determinant of clinician global satisfaction is the clinician-patient relationship. (275 AMGA Medical Groups) -Suchmann et al, 1993 AIDET - Finance - Decrease Litigation IN THIS ARTICLE The most common cause of malpractice suits is failed communication with the patients and their families. Explore ways that better communication could lead to fewer malpractice claims and allow health care organizations to reduce litigation costs. The Physician Executive, June 2004, Reducing Litigation Costs Through Better Patient Communication Focus on Issues: Rounding, AIDET, Key Words, DCM Educate the Patient: Rounding, AIDET, Verify with DCM Enlist the Patient: Rounding, AIDET, Patient Visit Guide, IPC Share Decisions: AIDET, Key Words, IPC Studer Group
6 AIDET Finance - Decrease Litigation % decrease in complaints # of Complaints # of Compliments 0 1Q07 2Q07 3Q07 *Data provided by University Medical Center, Tucson, AZ **Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS AIDET - Finance and Growth For every customer that complains, 20 dissatisfied customers do not Of those dissatisfied customers who do not complain, 90% do not return The average wronged customer will tell 25 others It is 10 times more expensive to recruit new patients than to keep old ones -Zimowski Studer Group
7 AIDET Growth - HCAHPS Nurse communication (Q 1 3) Doctor communication (Q 5 7) Responsiveness of hospital staff (Q 4, Q 11) Cleanliness, quiet of hospital environment (Q 8-9) Pain management (Q 13-14) Communication about medicines (Q 16-17) Discharge information (Q 19-20) ~AIDET is the ALWAYS AIDET - Patient Loyalty In fact the only path to profitable growth may lie in a company s ability to get its loyal customers to become its marketing department. -THE ONE NUMBER YOU NEED TO GROW Frederick F. Reichheld - Harvard Business Review Dec Studer Group
8 Five Fundamentals of Consistent Communication Key Words Safety Loyalty Decrease Anxiety Increase Compliance Quality Patient Loyalty A I D E T Acknowledge Introduce Duration Explanation Thank You Advantages of AIDET SM Improve Clinical Outcomes Decrease Anxiety Increased + Compliance = Improved clinical outcomes and increased patient and physician satisfaction Studer Group
9 ELEVATE Why AIDET? A protocol, e.g. structured Practical Straight forward Do not have to reinvent the conversation with every patient every time Take the skeleton and create your own model-> make a difference to the patient and their family! Studer Group
10 Reflects Our Mission and Credo I make those I serve my highest priority I respect privacy and confidentially I communicate effectively I conduct myself professionally I have a sense of ownership I am committed to my colleagues Acknowledge A Acknowledge Eye Contact Smile Shake hands Acknowledge everyone in the room, bond with each person Sit Studer Group
11 Introduce I Introduce Name Specialty Wear a name badge! Team MANAGE UP.. Results: Teamwork Between Doctors, Nurses, and Staff: (IP) Studer Group
12 Results: Teamwork Between Doctors, Medical Providers, Nurses, and Staff: (OP) Duration D Duration OFFICE STAFF How long to see the doctor? PHYSICIAN TIMELINESS - Thank you for your patience, your time is valuable How long will the test, procedure, appointment or admission actually take? How long will it take to get results? Studer Group
13 Explanation E Explanation Active Listening E&M activities Clarifying questions Empathy Explain the treatment plan Use language that patient and family understand Use key words Do you need more explanation? Reality of Explanation During a 20 minute encounter Physicians self-report spending 9 minutes providing information REALITY: Physicians spent 1.5 minutes The key driver for patient satisfaction The quality and clarity of information that patients receive from physicians Studer Group
14 Results: Informing (You/Your Family Member) of Test or Exam Results? (Clinic) Thank You T Thank You Closing key words Thank for choosing our clinic or hospital Thank for waiting Thank for coming in today What other questions do you have? Anything else we could have done to make your visit any better? Studer Group
15 Hey! Lets Put on a Show! So We Made a Movie! Create an institutional model for care Distill elements for medical students, nurses, residents, faculty, visiting physicians, etc. Promote consistency of message Improve patient perception Increase patient and physician satisfaction Overall quality of care Likelihood to recommend Studer Group
16 The Impact of the AIDET Movie Physician training Inpatient and Outpatient orientation Clinic training off campus New employee orientation Resident orientation Studer Group
17 Like A Diversified Time Allocation Portfolio Like Starting an Exercise Program Studer Group
18 Thank You! Joe B (Bill) Putnam, Jr., MD, FACS Professor and Chairman, Department of Thoracic Surgery Vanderbilt University Medical Center, Nashville, TN Julie Kennedy, RN Studer Group Coach Studer Group
The USPI Physician and Care Provider s Guide to Effective Communication
The USPI Physician and Care Provider s Guide to Effective Communication KNOW HOW PATIENTS WILL EVALUATE PROVIDER SKILLS The Clinician and Group CAHPS - Consumer Assessment of Healthcare Providers and Systems
Disclosure. Mayo Clinic. Quality Gets You in the Game, Service Helps You Win ***** How to Give Great Care and Feel Better at the End of Your Day
Quality Gets You in the Game, Service Helps You Win ***** How to Give Great Care and Feel Better at the End of Your Day Jay Kaplan, MD, FACEP President-elect, American College of Emergency Physicians Practicing
Patient Satisfaction What Works. Teamwork Patient-Centered Innovation Accountability Excellence Pride
Patient Satisfaction What Works Teamwork Patient-Centered Innovation Accountability Excellence Pride Presentation Overview Impact of HCAHPS Top 5 Evidence-based Practices for Patient Satisfaction Provider
AIDET Overview: Why, What & How
AIDET Overview: Why, What & How TRAINING OBJECTIVES By the end of this training session you will be able to: 1 Explain what AIDET means and understand the use of Key Words as a tactic to: Improve Operational
2013 Satisfaction Survey. How are we doing? Easier to Read Version
2013 Satisfaction Survey How are we doing? Easier to Read Version We asked people some questions about their support. Here is some of what people said and the changes we will make. That someone who knows
Patient Experience Data and Patient Reported Outcome Measures in Canada
Patient Experience Data and Patient Reported Outcome Measures in Canada Current state and future plans OECD HCQI Expert Meeting 7-8 th of November, 2013 Jeanie Lacroix Canadian Institute for Health Information
HCAHPS, Value-Based Purchasing and A Culture of Always
Objectives HCAHPS, Value-Based Purchasing and A Culture of Always Karen Cook, RN BSN www.studergroup.com 1. Describe the history and current usage of the CAHPS family of surveys and other relevant outpatient
Understanding Patient Satisfaction Reporting in the Era of HCAHPS Robert J. Ogden
Understanding Patient Satisfaction Reporting in the Era of HCAHPS Robert J. Ogden Consultant, HealthStream Research HCAHPS & Patient Satisfaction Reporting Robert J. Ogden, Jr. Consultant HealthStream
Tips To Improve 5-Star Performance Ratings
Tips To Improve 5-Star Performance Ratings Two different patient surveys impact CMS Star ratings: 1. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, typically mailed to plan
Improving the Patient Experience in Rural Hospitals
Improving the Patient Experience in Rural Hospitals What We Will Talk About Today Who am I? What is Patient Experience Why does it matter? Foundational Tools for Success Measurement Surveying/example Focus
Patient Experience. The Cleveland Clinic Journey. American Medical Group Association Orlando, Florida March 14, 2013
Patient Experience The Cleveland Clinic Journey American Medical Group Association Orlando, Florida March 14, 2013 James Merlino, MD Chief Experience Officer Overview How did Cleveland Clinic change their
A ROADMAP TO CREATING THE IDEAL AMBULATORY PATIENT AND FAMILY EXPERIENCE
A ROADMAP TO CREATING THE IDEAL AMBULATORY PATIENT AND FAMILY EXPERIENCE UHC CONFERENCE: PREPARING ACADEMIC MEDICAL CENTERS FOR CG-CAHPS JULY 11, 2014 PRESENTERS S. Scott Davis Jr., M.D. Alan Dubovsky
Patient-Centered Care. Patient-Centered Care: QSEN Competency Definition. Learner Objectives. Patient-Centered Care 01/29/2014
Patient-Centered Care Karen N. Drenkard, PhD, RN, NEA-BC, FAAN Chief Clinical/Nursing Officer GetWellNetwork, Inc. This program generously funded by the Robert Wood Johnson Foundation Patient-Centered
The University of Chicago Medicine: Driving Engagement With Interactive Care
The University of Chicago Medicine: Driving Engagement With Interactive Care 1 Training front-line clinical and administrative staff to encourage patients to use technology, but also reminding them of
Doctor Visits. How Much to Participate
Family Caregiver Guide Doctor Visits Caregiving involves not only major crises, but also routine experiences like going to the doctor. HIPAA is a federal law that protects patient privacy, while allowing
TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY
TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY Adam Chow, Recreation Supervisor Suzy Chow, Recreation Coordinator San Ramon Parks & Community Services #TBT CAMP CENTRAL 4,000 3,000 2,000
Welcome to Crozer-Keystone Health Network Primary Care
Welcome to Crozer-Keystone Health Network Primary Care A Guide to Your CKHN Patient-Centered Medical Home: What you can expect from us... What we will need from you......so you can gain the full benefits
Rights and Responsibilities of Patients
RIGHTS AND RESPONSIBILITIES OF PATIENTS Rights and Responsibilities of Patients Patient Rights and Responsibilities At Mayo Clinic, we are concerned that each patient entrusted to our care is treated with
Understanding Your Rights and Responsibilities As a Patient at Gillette Lifetime Specialty Healthcare
Understanding Your Rights and Responsibilities As a Patient at Gillette Lifetime Specialty Healthcare PATIENT RIGHTS Patients at Gillette Lifetime Specialty Healthcare have many rights. We ve summarized
Media Packet 10-2009. [email protected] 888-405-NPAM. PO Box 540 Ellicott City, MD 21041
Media Packet What is a Nurse Practitioner NP Facts Who are the Nurse Practitioners in Maryland State of the State Quality of NP Practice NP Cost Effectiveness 10-2009 [email protected] 888-405-NPAM PO Box
Under Medicare s value-based purchasing (VBP) program,
RESEARCH HCAHPS survey results: Impact of severity of illness on hospitals performance on HCAHPS survey results James I. Merlino, MD, FACS, FASCRS a, Carmen Kestranek b, Daniel Bokar b, Zhiyuan Sun, MS,
Your health, your rights
Your health, your rights Hospital waiting times: how quickly you should receive hospital care Who is this factsheet for and what is it about? This factsheet is for anyone who requires hospital treatment
Referral Strategies for Engaging Physicians
Referral Strategies for Engaging Physicians Cindy DeCoursin, MHSA, FACMPE Chief Operations Officer Richard Naftalis, MBA, MD, FAANS, FACS Chairman, Specialist Affairs Committee Pam Zippi, Director Marketing
Nurse Manager as Chief Retention Officer. Presented by Barbara Smith, MSN, RN, BC, CNAA, BC Wake Forest University Baptist Medical Center
Nurse Manager as Chief Retention Officer Presented by Barbara Smith, MSN, RN, BC, CNAA, BC Wake Forest University Baptist Medical Center Advisory Board Company Conducts research related to best practices
3. Jackson Health System workers receive information about patient s rights and responsibilities when they begin working at the hospital or clinic.
The Patient s Bill of Rights and Responsibilities Jackson Health System The healthcare facilities of the Jackson Health System support the Patient s Bill of Rights and Responsibilities, which are recognized
Living Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD
Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012
Staff Perceptions of the Professional Practice Environment 2006
Staff Perceptions of the Professional Practice Environment 2006 Values Philosophy Standards of Practice Collaborative Decisionmaking Professional Development Patient Care Delivery Models Privileges, Credentialing,
NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM
NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM SUMMARY Responses were from both male and female patients from across the age spectrum. NB: Not all patients responded to the demographic
WHITE PAPER. 9 Steps to Better Patient Flow and Decreased Readmissions in Your Emergency Department
Communication Solutions WHITE PAPER 9 Steps to Better Patient Flow and Decreased Readmissions in Your Emergency Department Increase patient satisfaction and reduce readmissions all while building loyalty,
Why Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence
Why Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence Objectives The Piedmont Journey Current Service Results Importance of personal connection Financial impact for service
The Perils of Practice
The Perils of Practice Staying Out of the Courtroom and Off Social Media Miriam (Mimi) Clemons, JD, MBA Asst. Vice President - Claims and Director of Memphis Operations SVMIC Claims With A Loss By Location
OUR STRATEGIC PLANNING JOURNEY
OUR STRATEGIC PLANNING JOURNEY The Department of Medicine Strategic Plan Our roadmap for the future It will shape and guide what the Department of Medicine does, why we do it, and our priorities, with
PROTECTING THE PUBLIC AND PROMOTING HIGH STANDARDS OF PRACTICE
PROTECTING THE PUBLIC AND PROMOTING HIGH STANDARDS OF PRACTICE Hotline: +974 4407 0370 FITNESS TO PRACTICE DEPARTMENT QATAR COUNCIL FOR HEALTHCARE PRACTITIONERS Fitness to Practice Department Qatar Council
Teaching Risk Management: Addressing ACGME Core Competencies
Teaching Risk Management: Addressing ACGME Core Competencies Kiki Nissen, MD, FACP Steven V. Angus, MD, FACP Wendy Miller, MD Adam R. Silverman, MD, FACP Abstract Background Risk management is an important
Customer Service Policy. A Modern & Efficient Council: Improving Customer Service
Customer Service Policy A Modern & Efficient Council: Improving Customer Service Preface This policy consists of three parts: Part 1 Commitment to Customers The first part of this policy is designed for
Kaiser Permanente: Transition Care Performance and Strategies
Kaiser Permanente: Transition Care Performance and Strategies Carol Ann Barnes, PT, DPT, GCS [email protected] April 2009 Netta Conyers-Haynes, October, 2014 Principal Consultant, Communications Agenda
Engaging Physicians & Customers in the Experience
Engaging Physicians & Customers in the Experience Baystate Breast & Wellness Center A service of Baystate Medical Center 2015 Platinum Achievement Award Recipient Suzanne Hendery VP, Marketing & Public
Leadership Summit for Hospital and Post-Acute Long Term Care Providers May 12, 2015
Leveraging the Continuum to Avoid Unnecessary Utilization While Improving Quality Leadership Summit for Hospital and Post-Acute Long Term Care Providers May 12, 2015 Karim A. Habibi, FHFMA, MPH, MS Senior
Person-Centered Nurse Care Management in Home Based Care: Impact on Well-Being and Cost Containment
Person-Centered Nurse Care Management in Home Based Care: Impact on Well-Being and Cost Containment Donna Zazworsky, RN, MS, CCM, FAAN Vice President: Community Health and Continuum Care Carondelet Health
Mentoring Program. Susan Taylor, MA, RN
Mentoring Program Susan Taylor, MA, RN Objectives Identify the phases of acclimation for a new graduate nurse List reasons mentoring may help in retention of new graduate nurses Discuss the development
A Better Discharge Process: Using Lean Six Sigma and Multidisciplinary Collaboration to Improve Patients Experience:
A Better Discharge Process: Using Lean Six Sigma and Multidisciplinary Collaboration to Improve Patients Experience: A Love Story Mike Sawin, BSN, RN Nurse Manager 10W Stephanie Sargent, MHA, RN, Lean
Clinical Nurse Specialist Practice Across the Continuum
Clinical Nurse Specialist Practice Across the Continuum Angela Rowe, MSN, APRN, PCNS-BC Pediatric Clinical Nurse Specialist Arkansas Children s Hospital Presentation ID: CD3 Disclosure Today s presenters
RED, BOOST, and You: Improving the Discharge Transition of Care
RED, BOOST, and You: Improving the Discharge Transition of Care Jeffrey L. Greenwald, MD, SFHM Massachusetts General Hospital - Clinician Educator Service Co-Investigator Project RED & Project BOOST The
Access Center Operations Manual
Access Center Operations Manual Version 1.2 August 18, 2010 Page 2 of 35 Table of Contents I. Introduction... 5 II. Access Center Personnel... 7 III. Measuring Success... 9 IV. Technical Toolkit...11 A.
Question and Answer Submissions
AACE Endocrine Coding Webinar Welcome to the Brave New World: Billing for Endocrine E & M Services in 2010 Question and Answer Submissions Q: If a patient returns after a year or so and takes excessive
Picture yourself in a meeting. Suppose there are a dozen people
1 WHAT IS ACCOUNTABILITY, REALLY? Hypocrisy exists in the space between language and action. Picture yourself in a meeting. Suppose there are a dozen people seated around a table and someone says, I m
DEMONSTRATE MEASURABLE RESULTS AND RETURN ON INVESTMENT
DEMONSTRATE MEASURABLE RESULTS AND RETURN ON INVESTMENT Why do some Training & Development functions have increasing influence and impact, while others constantly battle for more resources, time, and management
Scribes in the ED: I get what you are saying
Scribes in the ED: I get what you are saying Conflict of Interest and Bias No financial relationships Scribe Director at Academic County Hospital Used a consultant to start our in-house scribe program
Information for Parents and Students
Information for Parents and Students CONTENTS Welcome... 3 Obtaining entry into medicine... 4 What should I do now? Three years from completing high school... 8 Two years from completing high school...
Policies and Procedures
15 Policies and Procedures to Reduce Liability for Physician Practices By James W. Saxton, Esq. A book and CD-ROM set to provide standardization for your staff to help reduce liability, improve patient
Specific Measurable Achievable. Relevant Timely. PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide PROGRAM OVERVIEW
Specific Measurable Achievable PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide Relevant Timely PROGRAM OVERVIEW About the Training Program This session is designed to enable participants
Patient Experience/ Satisfaction What s at Stake? Customer Service at UAMS
Patient Experience/ Satisfaction What s at Stake? Customer Service at UAMS Why Do We Care? We started measuring patient satisfaction about 11 years ago because we care what our patients are saying. We
Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust
Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust This leaflet provides practical information on how you can provide
How is the Net Promoter score calculated?
How is the Net Promoter score calculated? Net Promoter is based on the question How likely would you be to recommend THIS hotel to someone else, if they were to require a hotel in this area in the future?.
Patient Rights and Responsibilities
Patient Rights and Responsibilities UPMC 2012 Form # 9082-82191-0212 For help in finding a doctor or health service that suits your needs, call the UPMC Altoona Physician Finder representative at 800-258-4677.
Sample Satisfaction Surveys
Continuous Quality Improvement Tool Kit Sample Satisfaction Surveys Page 15 Emergency Services Satisfaction Survey [Organization] strives to treat all clients with dignity, respect and fairness. We also
A step-by-step guide to making a complaint about health and social care
A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a
Physician-Patient Communication: Insider Tips
Physician-Patient Communication: Insider Tips Megan Andersen, NP-C Jeffrey V. Matous M.D Leukemia/Lymphoma Society Conference Denver, CO April 12, 2015 Outline Definition of communication Goals of effective
Why and how to have end-of-life discussions with your patients:
Why and how to have end-of-life discussions with your patients: A guide with a suggested script and some basic questions to use The medical literature consistently shows that physicians can enhance end-of-life
Case Study: Allina Health Giving the Patients a Voice through Patient Advisory Councils (PACs) Allina Health System, Minneapolis, MN
In 2009, Allina Health embarked on a journey to foundationally change their patients experiences. Allina believes that an important part of making a difference for patients involves bringing forward patients
Australian Safety and Quality Framework for Health Care
Activities for MANAGERS Australian Safety and Quality Framework for Health Care Putting the Framework into action: Getting started Contents Principle: Consumer centred Area for action: 1.1 Develop methods
Key Steps to a Management Skills Audit
Key Steps to a Management Skills Audit COPYRIGHT NOTICE PPA Consulting Pty Ltd (ACN 079 090 547) 2005-2013 You may only use this document for your own personal use or the internal use of your employer.
Why is service important?
Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center [email protected]
Virtual Mentor American Medical Association Journal of Ethics November 2013, Volume 15, Number 11: 982-987.
Virtual Mentor American Medical Association Journal of Ethics November 2013, Volume 15, Number 11: 982-987. HISTORY OF MEDICINE Patient Satisfaction: History, Myths, and Misperceptions Richard Bolton Siegrist,
Welcome to the Hamilton Regional Eye Institute ~ Eye Clinic and Surgery Centre ~ at the King Street Campus
Welcome to the Hamilton Regional Eye Institute ~ Eye Clinic and Surgery Centre ~ at the King Street Campus This is a Regional Centre that looks after adult eye problems in the greater Hamilton area, Niagara
Twyla R Russell Regional Director Oceana School of Medicine 2014
Twyla R Russell Regional Director Oceana School of Medicine 2014 Relevant experience With over 15 years of experience in the Medical Field I understand the pressures of progression for many seeking to
CUSTOMER ENGAGEMENT AND SERVICE EXPECTATION ACTION PLAN
S - SMILE H HELP ME R RESPECT ME CUSTOMER ENGAGEMENT AND SERVICE EXPECTATION ACTION PLAN C C ing and actioning our values (5 C s) U Understanding S Smiling T Trust and Teamwork O Optimize Customer Experience
Addressing Quietness on Units Best Practice Implementation Guide. A quiet environment is a healing environment
Addressing Quietness on Units Best Practice Implementation Guide A quiet environment is a healing environment Introduction Hospitals can be noisy Hospitals are extremely busy places and patients need assistance
Physician Cultural Competency Independent Training Module for Simply Healthcare, Better Health and, Clear Health Alliance Providers
Physician Cultural Competency Independent Training Module for Simply Healthcare, Better Health and, Clear Health Alliance Providers Purpose of Training This Cultural Competency training aims to ensure
Contact: Jessica Lorenzo, M.P.H., Senior Project Manager. E-mail: [email protected]
Mount Sinai School of Medicine: Improving Access to High Quality Asthma Care in East Harlem Grant Results Report October 2008 BACKGROUND INFORMATION Mount Sinai School of Medicine Division of General Internal
More Than Just a Patient. Liz Augusta, RN, MSN, CPHQ, LNCC Patient Safety and Quality Consultant Los Angeles County Department of Health
More Than Just a Patient Liz Augusta, RN, MSN, CPHQ, LNCC Patient Safety and Quality Consultant Los Angeles County Department of Health Objectives Identify an unusual cause of cardiac mortality in young,
Skill Sets we will visit: Communication Essentials Nonverbal Communication Behaviors The Art of Engaged Listening Stumbling Blocks and Building Blocks
Communicating Our Way Through the Jungle of effective client care Peggy Dersch Communication Specialist Courtesies Why we re here Participants will learn: Purposeful and intentional communication behaviors,
Online Executive Certificate in Global Corporate Social Responsibility
Global Corporate Social Responsibility Truly Global Focus. Truly Global Delivery. Thunderbird Online s facilitated online professional development programs provide you with a comprehensive education in
We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inglewood Nursing Home Deal Road, Redcar, TS10 2RG Date of Inspection:
Emergency Department Directors Academy Phase II. Complaint Management: Deep Dive
Emergency Department Directors Academy Phase II Complaint Management: Deep Dive May 2011 Complaint Management (Case Based Deep Dive) Robert W. Strauss, MD, FACEP ACEP EDDA Phase II The Ultimate Goal: Customer
Staff Engagement in Quality Improvement
Staff Engagement in Quality Improvement Hudson Hospital & Clinics, Hudson, Wisconsin 36 point Times New Roman 26 point Arial Birth Center Nursing ranks at 99 th percentile for friendliness and attitude
Coordinating Transitions of Care: It Takes a Village
Coordinating Transitions of Care: It Takes a Village Ken Laube RN, BSN, MBA: Vice President Clinical Excellence Situation/Background Patients face significant challenges when moving from one health care
Customer Service Standards
AUSTRALIAN CAPITAL TERRITORY GOVERNMENT www.act.gov.au ACT PUBLIC SERVICE Customer Service Standards Revised September 1999 Australian Capital Territory, Canberra 1999 2 FOREWORD To all staff, Since the
YOUR RIGHTS RESPONSIBILITIES TO OUR PATIENTS. Patients and families come first. We are here to serve with respect, compassion, and honesty.
TO OUR PATIENTS YOUR RIGHTS & RESPONSIBILITIES Patients and families come first. We are here to serve with respect, compassion, and honesty. We will try to do our best today, and do better tomorrow. We