Patient Focused CareAsking the Right Questions is

Key to Patient Satisfaction

SD Medical Group Management Association

Keystone, South DakotaApril, 2009

Why are we here?

• Want patients to have a positive patient experience

• Doing good work makes us feel good• We like to be known for providing a

positive healthcare experience• We value a reputation for quality care

Why are We Really Here?

• Efficiency – Maximum use of human, physical, and material capacity

• Effectiveness – Thorough service consistently delivered• Productivity – Getting more done• Workplace Climate – Staff feeling good about their work

and co-workers• Retention – Decreased staff turnover• Repeat Business – Patients coming back and telling

others to come• Risk Management – Happy patients don’t sue their

doctors/clinics• Financial Success – Generous black bottom line• Job Stability - For us and for all• Resources – Capacity to grow in size, stature, and

footprint

In order to get good customer service, you have to give away

power and authority…and, instead,

practice administrative leadership.

Kouzes and Posner – Five Practices of Exemplary Leadership

Model the Way

• Find your own voice– Clarify you own personal values

• Set the example– By aligning your actions with shared values

Challenge the Process

• Search for opportunities– Seek innovative ways to change, grow, and

improve

• Experiment and take risks– Constantly generate small wins and learn

from mistakes

Enable Others to Act

• Foster collaboration– Promote cooperative goals and build trust

• Strengthen others– Share power and direction

Encourage from the Heart

• Recognize contributions– Show appreciation for individual excellence

• Celebrate values and victories– Create a spirit of community

Inspire a Shared Vision

• Envision the future– Imagine exciting and noble possibilities

• Enlist Others– Appeal to shared aspirations as a way of

setting a common vision

It Begins With the Right Question

# 1 – Begin with “what/how”

• Always begin any question with “what” or “how” – not “why”, “when”, or “who”

The spirit of the patient experience is about personal accountability – no victim thinking, procrastinating, or blaming.

#2 – It contains an “I”

• Questions do not use “they”, “them”, “we”, or “you”.

The patient experience is their experience … not your perception of who is at “fault”.

An assertion of blame is NOT comfort.

#3 – Be active

• Questions always focus on action

The patient experience must be about motion toward an attainable goal – not explanation about why a goal cannot be reached.

Examples of “what/how” questions

• How can I serve you right now?• What can I do to support my fellow

workers to free them to better support patient needs?

• What can I do today to add value for the patient experience?

• What is my contribution to successful patient service/experience?

Small adjustments…Big differences

• Your actions matter• Consistency is critical• You will see change over time

Adapting your behavior to get different results will take a little practice…

A Model - ASAP

• Acknowledge• Support• Accept• Prepare to Act

Acknowledge

• Set standards for “paying attention”• Get past the “it’s not my job”• Break down “role silos”• Practice, teach, and model active listening

skills• Brutally evaluate the practices and

outcomes – continue what works

Support

• Actively feed back to each patient – clarify their needs

• Actively feed back to staff – individually and collectively

• Encourage de-escalation techniques• Set a “no ignore” standard• Get past “it’s not my job”

Accept

• Practice universal patient acceptance – ban any version of “you shouldn’t feel that way”

• Own mistakes without blaming• Get to “it’s everyone’s job”

Prepare to Act

• Have an arsenal of tools available• Encourage every interaction to include a

set of choices for the patient• Empower all employees to take action• Reward engagement• Evaluate what works• Empower people to set the course

Deliver the message…

“Wisdom is what you learn after we know

it all”John G. Miller

Let’s practice….

• Acknowledge• Support• Accept• Prepare to Act

It’s OK to let those you lead outshine you, for if

they shine brightly enough, they reflect

positively on you.Bill Hornsby

Don’t let this be how you feelat the end of the day!

Thank You!

818 S. Hawthorne AvenueSioux Falls, South Dakota 57104-4537(605) 336-0244 or (888) 4-SUMPTION

www.sumptionandwyland.com