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Best Practices for Shift Huddles that Drive
HCAHPS Results
Erin Shipley, RN, MSN
Studer Group Coach
Copyright © 2016 Studer Group. Please do not quote or disseminate without Studer Group authorization
Execution Framework: Evidence-Based LeadershipSM
2
LEADER EVALUATIONImplement an organization-wide
leadership evaluation system to
hardwire objective accountability
LEADER DEVELOPMENTCreate process to assist leaders in
developing skills and leadership
competencies necessary to attain
desired results
MUST HAVES®
Rounding, Thank You Notes, Employee
Selection, Pre and Post Phone Calls, Key
Words at Key Times
PERFORMANCE GAPRe-recruit high and middle performers,
Move low performers up or out
STANDARDIZATIONAgendas by pillar, peer interviewing, 30/90 day
sessions, pillar goals
ACCELERATORSLeader Evaluation Manager®
Validation MatrixSM
Provider Feedback SystemSM
Studer Group Rounding
Patient Call ManagerTM
Shift Huddles
Copyright © 2016 Studer Group. Please do not quote or disseminate without Studer Group authorization
Keep it simple and consistent
1. Ensure patient safety
2. Align staff to department
goals/patient experience
focuses
3. Keep staff and/or providers
informed of department
progress toward goals and
changes
4. Connect staff to purpose
5. Reward and recognize
accomplishments
The “WHY” of Daily Pre-Shift Huddles
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“Unsettling occurs when a culture of optionality
changes to a culture of accountability.”
— Quint Studer
4
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Does anyone feel like this????
5
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Words that drive compliance in hospitals
6
Mandatory
98%
Required
69%
Expected
26%
Set Performance Expectations Carefully
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1. Led by Manager/Supervisor/
Charge Nurse
2. Mandatory
3. Includes all care delivery staff
4. Utilize a standardized agenda
5. No more than 7 minutes
6. Keep it in an open area,
everybody up and ready to go!
7. Include care physicians, mid-
level providers, and EVS when
relevant
Success Factors for Daily Pre-Shift Huddles
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• Wins/Recognition— start positive!
Yesterday’s Nurse Leader Rounding
wins
Connect to Purpose Letter/Story
Introduction of new staff, if
applicable
• Review of current daily
dashboard/key results
• Review of the safety and patient
experience tactics being hardwired–
priority focus areas
• Other brief information that the staff
needs to be aware of to provide the
best care and/or service
8
Applicable to all departments
Standardized Agenda:
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Pre-Shift Huddle: What RIGHT looks like
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• Formalize training for all leaders to cascade standardized expectations for daily pre-shift
huddles and build skill in this communication behavior
• Directly observe pre-shift huddles to assess competency and compliance; recognize leaders
with effective huddles and coach opportunities
• Inquire about effectiveness of pre-shift huddles during employee rounding
• Remember: individual coaching occurs during in private, not during huddles
• Be consistent, and keep your promise for length of huddles
• Set the expectation for huddles to occur on every shift
• Don’t turn daily huddles into Department/Clinic meetings
10
Lessons Learned to Drive Performance
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“A heart driven culture is a people driven culture – that’s what culture is
all about. Invest in your most important resource – people.”
— Quint Studer9/11/15
Copyright © 2016 Studer Group. Please do not quote or disseminate without Studer Group authorization
The HCAHPS Handbook 2nd Edition: Tactics to
Improve Quality and the Patient Experience
Filled with actionable tips proven to improve patient perception
of care. A “PDR” for healthcare professionals
Broken out by composite so readers can zero-in on specific
parts of the survey
Gain the keys to sustaining gains maximize reimbursement
The Nurse Leader Handbook
Reward and recognize positive behaviors
Hold crucial conversations with high, middle, & low performers
Use Key Words to drive quality outcomes
Teach and implement service recovery
Answer tough questions
Talk to the C-Suite in a way that gets results
firestarterpublishing.com
Resources
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Questions?
Copyright © 2016 Studer Group. Please do not quote or disseminate without Studer Group authorization
Erin Shipley, RN, MSN
Studer Group Coach
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EVALUATION REMINDER:
We want your feedback to get better. Please
remember to take the session evaluation. Thank you!
Copyright © 2016 Studer Group. Please do not quote or disseminate without Studer Group authorization
Diana Topjian, RN, MSN, D.M., C-ENP
Studer Group Coach
Using HCAHPS Survey Custom Questions to Enhance
Staff Engagement
