Connecting the dots…
We strive to…
By being…
Which we can achieve
through…
But not without…
Page 2
UAB Medicine Reaching for Excellence
Evidence-Based LeadershipSM
Rev 11.08
Foundation
STUDER GROUP®:
Objective
Evaluation
System
Leader
Development
Aligned Goals
Implement an
organizationwide
staff/leadership
evaluation
system (LEM) to
align goals in:
safety
quality
service
“Everything is
Behavioral!”
Performance
Gap
Aligned Behavior
Initiate
Leadership
Development
for teaching
leadership skills
to achieve
desired results 
in safety, quality
and service

behaviors

Skill Vs Will
Must
Haves®
Agreed upon
tactics and
behaviors to
achieve safety,
quality and
service goals
Standardization Accelerators
Aligned Process
Re-recruit high
and middle
performers
Processes that are consistent
and standardized throughout
the organization
Move low
performers up
or out
1:1 Meeting Model
Rounding for
Outcomes
Coffee Cup
Thank-You Notes
Conversations
Clinical calls
 Selection and 90“What Will You
day meetings
Tolerate”
 Key Words at Key
Times (AIDET)
Patient Call Manager
Leader Evaluation
Manager
Stop Light Report
“Innovations!”
Page 3
Rounding For Outcomes

Rounding is how we build a sustainable
feedback cycle
Staff
and
Physician
Patient
Care
Patient
and
Family
Page 4
Rounding for Engagement –
Staff and Doctors
We already talk to our staff and doctors anyway…
Align Questions
to Fit Desired
Outcomes of the
Organization
Concern and Care
What is Working Well
People to Recognize
Systems to Improve
(hit those Q12!)
Tools and Equipment
Follow-up
Page 5
Stop Light Report
Completed: These are items
that were able to be addressed
immediately
Work in Progress: These are
opportunities that we are
working on
We Can’t Do Right Now: and
the reason why
Page 6
Thank You Notes help build engagement!
~Writing a Thank You note is a
small but a gracious way to
make others feel appreciated~
Page 7
AIDET: A Fundamental Communication Tool
A
Acknowledge
I
Introduce
D
Duration
E
Explanation
T
Thank You
Page 8
What happens with AIDET?

Decrease anxiety with increased
compliance
Decreases
Anxiety
+
Improves
Compliance
=
Increased
clinical
outcome and
increased
patient
satisfaction
84% of patients choose their family physician
on the basis of how well they communicate…
Page 9
UAB Medicine Reaching for Excellence
Evidence-Based LeadershipSM
Rev 11.08
Foundation
STUDER GROUP®:
Objective
Evaluation
System
Leader
Development
Aligned Goals
Implement an
organizationwide
staff/leadership
evaluation
system (LEM) to
align goals in:
safety
quality
service
“Everything is
Behavioral!”
Performance
Gap
Aligned Behavior
Initiate
Leadership
Development
for teaching
leadership skills
to achieve
desired results 
in safety, quality
and service

behaviors

Skill Vs Will
Must
Haves®
Agreed upon
tactics and
behaviors to
achieve safety,
quality and
service goals
Standardization Accelerators
Aligned Process
Re-recruit high
and middle
performers
Processes that are consistent
and standardized throughout
the organization
Move low
performers up
or out
1:1 Meeting Model
Rounding for
Outcomes
Coffee Cup
Thank-You Notes
Conversations
Clinical calls
 Selection and 90“What Will You
day meetings
Tolerate”
 Key Words at Key
Times (AIDET)
Patient Call Manager
Leader Evaluation
Manager
Stop Light Report
“Innovations!”
Page 10
Resources

Documents related to Reaching for Excellence
available on ONE site
 Click the AMC 21 section on ONE and then proceed
to Reaching for Excellence

Office of Quality and Safety (975-4011)
 Associate Quality Officer for Patient Experience

Rodney Tucker, MD rtucker@uab.edu
 Director of Service Excellence

Chris Brainard, MSHA cbrainard@uabmc.edu
Page 11