Have you ever heard… “If it Plays in Peoria,It’ll Play Anywhere!”
Audience Participation/VOC • Patient Satisfaction Survey/Comments Report • Pride Line (patient advocate) • Patient Focus Groups • Community Focus Groups • Employee Focus Groups • Payor Groups • Direct call to CEO • 5555 Immediate Patient Action Line • Through the Grapevine!
Interviewing and selection process • Probationary period
Redeveloped and embedded NEW Mission, Vision and Values • Set the Bar High • Developed Experience Teams • Acquired comprehensive Database for Tracking and Trending • Enhanced Service Excellence Training Course; (Keys, Disney, MBWM, PS@MBWM)
means we work to make a positive difference. We use our talents, skills, and expertise as healthcare providers and as community leaders to improve the quality of life for area people. means we assist the people of our community when, whereand how they need it. We deliver healthcare to patientsand their families - to all people regardless of age,gender, race, religion, social status or ability to pay. means the right care, at the right time, in the right setting, at the right cost, with the best possible outcome. We are successful when what we do makes things better for people, improving their health and well-being of body, mind and spirit.
Patients First Explain Thoroughly Respond Promptly Insure Privacy On Stage Demonstrate Teamwork
Creative Team Development • Visual tag-line for reaching goals • Poster/screen savers • Patient feedback posters • Patient Satisfaction Newsletter • Department Satisfaction boards
Accountability is… A personal choice to rise above one's circumstances & demonstrate the ownership necessary for achieving desired results, to…
Personal • Ownership • See It, Own It, Solve It • Accountable for • own actions or inactions (what you do, what you fail to do, and refuse to do) • A critical sign of character Joint • Shared Ownership • See It, Own It, Solve It • Accountable for • Looking beyond own work • Sharing information with others • Working to advance organization success • Confront unaccountable behaviors in others
Purpose: Explore meaning of accountability indaily work Agenda: Group A – 1. What does lack of accountability look like? (words,phrases, actions) 2. Identify impact of contagious lack of accountability on you, on others. Group B – 1. What does taking accountability look like? (words,phrases, actions) 2. Identify WIIFM to ‘own’ your accountability Length: 10 mins small groups; 10 mins reports
Key Moments of Truth. • Applause? • Show Stopper?
COMMUNICATION & DISSEMINATION OF RESULTS • Manager Rounding • Pride Rounding • Executive Rounding • Survey & other feedback • Prideline • Complaint database • Stoplight Dashboard • Post data in every area measured • Customer Satisfaction resultsdiscussed at every meeting and forum