Jim Renner - Account Executive 800-342-2990 jrenner@pressganey

1. PRESS GANEY IMPROVEMENT SYSTEM Jim Renner - Account Executive 800-342-2990 jrenner@pressganey.com

3. Survey Scale Responses are converted to a 0-to-100 scale Survey Report 0 Very Poor 1 VeryPoor 2 25 Poor Poor 3 50 Fair Fair 4 75 Good Good 5 100 Very Good VeryGood

6. National Data

7. Highly Correlated Low Scoring Areas

10. Communication

11. What Type of Communication are we Using?

12. Non-Verbal Communication: It’s not just what you say… Body Language: 55% Tone: 38% Words: 7% Source: Mehrabian, Albert. Silent Messages. 1971

13. Non-Verbal Communication:It’s how you say it! Facial expressions Eye contact Nodding Verbal responses - “uh-huh” Not interrupting Posture/position

14. UC Davis Medical Center – Therapeutic Time Nurses spend 5 minutes daily sitting with a patient at the bedside Goal is to ask about and listen to their concerns Results Improved employee satisfaction, increased retention, and improved patient satisfaction Nurses perceived a 25% reduction in workload “Soft Stuff” Best Practices Darves, B. “Nursing Patient Expectations.” HealthLeaders. Mar 2005.

15. Scripting: Basics for Communicating • Consistency • Get credit for what you already do • “ . . . . . for your privacy” • “ . . . . . for your convenience” • “ . . . . . for your protection” • “Is there anything else I can do for you? I have the time.” • “Do you or your family have any questions for me or your physician regarding your treatment options?” M. Malone Press Ganey Associates, 2002.

16. Ten Things You Can Say/Do Tomorrow to Make a Difference • Do smile • Do use facial expressions that show interest • Do sit down and talk with a patient • Do make eye contact • Do explain to the patient everything you do • Do use the patient’s proper name • Say, “Good morning/afternoon/evening” • Say, “Please” and “Thank you” • Say, “Certainly, I’d be glad to!” • Say, “What else can I do for you before I go?”

17. Effective Communication • Empathy and understanding are the two most important aspects of communication • Respond to emotions • Actively listening alone can sometimes satisfy the concerned party • Do not interrupt • Nod and make gestures • Acknowledge • Reflect the content • Do not make excuses!

18. Straight from the Heart • Straight from the Heart • Sit with patient 1 minute • Talk about something other than hospital stay • Get to know folks on a personal basis

19. Princeton Community Hospital–No Passing Zone • Promptly acknowledging customers and confirming their presence with a greeting, eye contact and a friendly facial expression • Be polite and attentive • Escort customers to their destinations when needed • Allow elevator passengers to exit before we enter • Initiate conversation with guests on elevators • Recognize customers with special needs Princeton Community Hospital Princeton, West Virginia

20. Duke University Medical Center-H.E.A.R.T. Philosophy • H.E.A.R.T. Philosophy • Hear the patient • Empathize with the patient • Apologize to the patient • Respond to the patient • Thank the patient Duke University Medical Center Durham, NC

21. Lexington Medical Center-”Complaints” Best Practices • Thank customers passionately for bringing the complaint/concern to your attention • Think of complaints as GIFTS! Lexington Medical Center West Columbia, SC

22. High achievingorganizations…. …possess established, non-negotiable attitude and behavior standards that all employees must adhere to on a daily basis, regardless of their position and without exception.

23. Motivate Employees • Develop a positive, healthy culture • Be involved in rounding • All management must “Walk the Talk” • Upper management must be visible and approachable • Eat lunch in the cafeteria with non-management staff • Deliver top-notch service to internal customers

24. Key Points to Consider…. • Perception is Reality • Patient Loyalty • Embrace Complaints

25. Thank You ! Who has the first question…