Our Time is NOW GUARDIANS OF CULTURE Thursday, October 2, 2014 HR business leaders driving the patient experience.

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Our Timeis NOW

GUARDIANS OF CULTURE

Thursday, October 2, 2014

HR business leaders driving the patient experience.

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UNDERSTANDING CULTUREStarts with understanding ourselves

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FUNCTIONAL SCHITZOPHRENIA


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BECOMING A SHOPKEEPER


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THE LAS VEGAS HOT AIR BALLOON FESTIVAL

at Southern Hills Hospital


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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


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LEWIN’S MODEL

Stages of Change

UnfreezeTransitionRefreeze


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WHAT IS CUSTOMER SERVICE? - as defined by the Southern Hills team

• “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”


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OUR ROLES WITHIN OneHR

• Change Manager• Salesperson• Chameleon• Advanced business partner• Guardian of the culture

Activity – Cultural self-awareness


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ELEVATING the PATIENT EXPERIENCE

How Southern Hills Hospital came into its own

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ELEVATE

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


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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

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?

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ELEVATING STAFF EXPERIENCE


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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

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CustomizingELEVATE – R.I.S.E.

• 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


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BECOMING AN ACTIVE PARTICIPANT

Actively driving revenue through the HR function

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SELLING ITDetermining 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

- 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


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ROADBLOCKS CHALLENGES

• “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”


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SUPPORT

• Prepare yourself for the 18 month slump

• Keep your eye on the ball

• Remember who this is all for – patients

• Reach out. Others make it seem easy


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“OUR TIME IS NOW!”

Questions?

Our Time is NOW GUARDIANS OF CULTURE Thursday, October 2, 2014 HR business leaders driving the patient experience.

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