Our Time
is
NOW
HR business leaders driving the patient experience.
Thursday, October 2, 2014
Our Time is NOW
GUARDIANS OF CULTURE
Starts with
understanding
ourselves
Thursday, October 2, 2014
2
Our Time is NOW
UNDERSTANDING CULTURE
FUNCTIONAL SCHITZOPHRENIA
3
Our Time is NOW
Thursday, October 2, 2014
BECOMING A SHOPKEEPER
4
Our Time is NOW
Thursday, October 2, 2014
THE LAS VEGAS HOT AIR
BALLOON FESTIVAL
at Southern Hills Hospital
5
Our Time is NOW
Thursday, October 2, 2014
DIFFERENTIATING CONCEPTS
•
•
•
•
•
•
Shop-keeper mentality
Enhance the culture/brand to drive loyalty
Personalized ‘experience’ for each patient
Facilitate psychic level service recovery
Operate a 5-star ‘Spa’spital
Take complete ownership of experience
6
Our Time is NOW
Thursday, October 2, 2014
LEWIN’S MODEL
Stages of Change
Thursday, October 2, 2014
7
Our Time is NOW
Unfreeze
Transition
Refreeze
WHAT IS CUSTOMER SERVICE?
- as defined by the Southern Hills team
Thursday, October 2, 2014
8
Our Time is NOW
• “Compassion - Nursing’s most precious asset”
• “Treating others the way you and your family
members want to be treated”
• “Taking care of our customers in a positive
manner”
• “It is that level of compassion that gives hope,
acceptance and warmth, not only to patients
but everyone in the healing environment”
OUR ROLES WITHIN OneHR
• Change Manager
• Salesperson
• Chameleon
• Advanced business partner
• Guardian of the culture
Thursday, October 2, 2014
9
Our Time is NOW
Activity – Cultural self-awareness
ELEVATING the PATIENT EXPERIENCE
Thursday, October 2, 2014
10
Our Time is NOW
How Southern Hills
Hospital came
into its own
ELEVATE
Thursday, October 2, 2014
11
Our Time is NOW
E – Energize yourself
L – Love your patients
E – Energize your service
V – Value the values
A – Advocate
T – Take ownership in the
plan of care
E – Energize your surroundings
ELEVATING SOUTHERN HILLS:
• Just because no one can be everything to everyone,
does not mean we should not try
• Organizations are able to accomplish 99% satisfaction
within the Patient Experience
• The journey is about creating the most positive culture
for healing as we possibly can
• We need to be able to openly discuss our struggles in
this process
Our Time is NOW
ASK YOURSELF:
• How do we change our expectation from 75% to 100%
being our goal?
• How do we make ALL jobs about fostering healing care?
ELEVATING STAFF EXPERIENCE
13
Our Time is NOW
Thursday, October 2, 2014
InsideELEVATE – PHASE 2
•
•
•
•
•
•
•
Showing sincere concern and empathy
Customizing your approach
Cultural competence
Anticipation in EVERY interaction
Family involvement
When to say Sorry
Cleanliness = Quality = Detail
FUEL THE PATIENT/TEAM EXPERIENCE:
F – Focus on how things are going
U – Understand ourselves
E – Get Educated/Educate others
L – Make it last
Our Time is NOW
•
•
•
•
CustomizingELEVATE – R.I.S.E.
Thursday, October 2, 2014
15
Our Time is NOW
• Sought and achieved Alzheimer's
certification; the third in the country
• Seek other specialty certifications that
distinguish our program from the others
• Developed Alzheimer's education packet;
care-giver resources and assistance
• Pet Therapy – Med/Surg and Geri-Psych
• Specific team member training
Our Time is NOW
16
BECOMING AN ACTIVE PARTICIPANT
Thursday, October 2, 2014
17
Our Time is NOW
Actively driving
revenue through
the HR function
SELLING IT
Determining Patient Experience ROI
• EBITDA * TM% = $MC
EBITDA * Total Medicare Contribution = Medicare Contribution Dollar
• $MC * 40% = $MHS
Medicare Contribution Dollar * 40% = Max amount impacted by HCAHPS
• $MHS / TTM = HCM-ROI
Max impacted by HCAHPS / Total Team Members = Human Capital ROI
Thursday, October 2, 2014
18
Our Time is NOW
- HCM-ROI * Grand Composite IN = IN-PE-ROI
- HCM-ROI * ED Loyalty = ED-PE-ROI
- HCM-ROI * OT&T Loyalty = OT-PE-ROI
- HCM-ROI * OS Loyalty = OS-PE-ROI
ROADBLOCKS
CHALLENGES
Thursday, October 2, 2014
19
Our Time is NOW
• “We don’t have the staff needed to give the level
of service you are asking for”
• “Our processes are not advanced enough”
• “Bring MediTech out of the dark ages, then”
• “What do you know, you are not an RN”
• “But she was just unhappy about everything”
• “I can’t make a doctor communicate well”
• “Admin is only worried about the numbers”
SUPPORT
• Prepare yourself for the 18 month slump
• Keep your eye on the ball
• Remember who this is all for – patients
Thursday, October 2, 2014
20
Our Time is NOW
• Reach out. Others make it seem easy
“OUR TIME IS NOW!”
Thursday, October 2, 2014
21
Our Time is NOW
Questions?