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Exceptional Patient Experience

Exceptional Patient Experience. Senior Leader Rounding. Senior Leader Rounding. Learning Objectives Understand the power of Senior Leader Rounding Conducting Senior Leader Rounding Hardwiring at SSM. Senior Leader as Role Model. Journey Speech to the Organization. 1.

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Exceptional Patient Experience

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  1. Exceptional Patient Experience • Senior Leader Rounding

  2. Senior Leader Rounding • Learning Objectives • Understand the power of Senior Leader Rounding • Conducting Senior Leader Rounding • Hardwiring at SSM

  3. Senior Leader as Role Model

  4. Journey Speech to the Organization

  5. 1 Understanding the Power of Senior Leader Rounding • Learning Objective 1

  6. The Power of “Focused” Senior Rounding • Reconnect to the front lines • Build relationships by demonstrating accessibility and role modeling behavior • Create alignment for cultural journey and key challenges over time • Gain knowledge of what is working well • Recognize, reward and encourage teamwork and staff behaviors • Promote senior leader teamwork and knowledge sharing • Apply consistently to achieve service and operational excellence

  7. WHAT: Purposeful planned visit from an executive leader with staff and department manager to build relationships, trust and provide a forum for meaningful sharing of information. WHY: To help staff move from “renters to owners” in an organization they need to know their leaders, and believe their leaders know and understand what they are doing to help the organization achieve goals in their own setting.

  8. Four Methods of Leader Rounding

  9. Senior Leader Rounding VS

  10. 2 Conducting Senior Leader Rounding • Learning Objective 2

  11. Senior Leader Rounding Process • Schedule with the department • Hold pre-rounding huddle with the department leader to assure alignment with Administration • When Rounding • Use Rounding Log • Reward and Recognize • What is working well • Who can I recognize? • What actions should we take to make this a better place? • Track, trend and share specific recognitions or improvement opportunities with senior team

  12. Steps to Rounding

  13. Senior Leader Rounding Log

  14. Example of a Senior Leader Rounding visit • “Pre-Huddle” with department leader • Garner recognitions and “wins” (new staff member? Staff or physician I can recognize?) • Identify “HOT” issues from Department Leader • Department Leader pulls employees together for visit • Senior Leader shares Journey speech • Recognize employees identified by Department Leader • Introduce concept of regular Rounding and schedule • Use your Senior Leader Rounding Log to capture feedback • Wrap Up

  15. 3 Hardwiring Senior Leader Rounding • Learning Objective 3

  16. Hardwiring Senior Leader Rounding Schedule for Senior Leader Rounding will be published Department Leaders Need to prepare employees for Senior Leader Visit by explaining purpose Department Leader prepares for Pre-Huddle meeting with Senior leader Department Leader introduces Employees for Recognition to Senior Leader

  17. Thank you.

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