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Understanding Patient Needs: The Key to improving Patient Satisfaction Society for Healthcare Systems Webinar
Understanding Patient Needs:
The Key to improving Patient
Satisfaction
Society for Healthcare Systems
Webinar
Major Issues in Health Care
• Patient Safety and Satisfaction
• Customer Engagement
• Retaining Highly Competent Medical
Professionals
• 2010 Reimbursement Reform
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3
History of Process
Communication
• 1971 Dr. Taibi Kahler Discovery
• 1977 Awarded Eric Byrne Memorial Prize
• 1978 NASA Astronaut Selection Interviews
• 1981 Business Applications
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Two Legs of Process
Communication
1. Everyone is One of Six Basic Personality
Types.
2. How We Say Something is More
Important Than What We Say.
Copyright Taibi Kahler Associates, Inc. 2001
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Personality & Character
Types Strengths
Workaholic
Persister
Reactor
Dreamer
Rebel
Promoter
Responsible, Logical, Organized
Dedicated, Observant, Conscientious
Compassionate, Sensitive, Warm
Reflective, Imaginative, Calm
Spontaneous, Creative, Playful
Persuasive, Adaptable, Charming
Copyright Taibi Kahler Associates, Inc. 2001
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The Six Types
Reactors
Compassionate, Sensitive, Warm
Persisters
Conscientious, Dedicated, Observant
Workaholics
Responsible, Logical, Organized
Copyright Taibi Kahler Associates, Inc. 2001
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The Six Types (Continued)
Rebels
Creative, Spontaneous, Playful
Dreamers
Reflective, Imaginative, Calm
Promoters
Resourceful, Adaptable, Charming
Copyright Taibi Kahler Associates, Inc. 2001
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0 20 40 60 80 100
Workaholic
Persister
Reactor
Promoter
Rebel
Dreamer
Energy
Pers
on
ali
ty typ
ePhysician
Copyright Taibi Kahler Associates, Inc. 2001
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0 10 20 30 40 50 60 70 80 90 100
Persister
Workaholic
Promoter
Reactor
Rebel
Dreamer
Amount of Energy
Pe
rso
na
lity
Typ
e
Hospital Administrator
Copyright Taibi Kahler Associates, Inc. 2001
10Copyright Taibi Kahler Associates, Inc. 2001
0 10 20 30 40 50 60 70 80 90 100
Reactor
Workaholic
Persister
Dreamer
Promoter
Rebel
Amount of Energy Available
Pe
rso
na
lity
Typ
e
Typical Nurse
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0 20 40 60 80 100
Workaholic
Persister
Reactor
Promoter
Rebel
Dreamer
Energy
Pers
onal
ity ty
pe
Physician
0 10 20 30 40 50 60 70 80 90 100
Reactor
Workaholic
Persister
Dreamer
Promoter
Rebel
Amount of Energy Available
Pers
onali
ty Ty
pe
Typical Nurse
12
Copyright Taibi Kahler Associates, Inc. 2001
0 10 20 30 40 50 60 70 80 90 100
Rebel
Promoter
Reactor
Dreamer
Persister
Workaholic
Amount of Energy Available
Pe
rso
na
lity
Typ
e
Rebel Patient
13Copyright Taibi Kahler Associates, Inc. 2001
0 10 20 30 40 50 60 70 80 90 100
Persister
Workaholic
Reactor
Dreamer
Promoter
Rebel
Amount of Energy
Per
son
alit
y Ty
pe
Persister Physician
,
0 10 20 30 40 50 60 70 80 90 100
Rebel
Promoter
Reactor
Dreamer
Persister
Workaholic
Amount of Energy Available
Pers
on
ality
Typ
e
Rebel Patient
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Personality & Psychological
Phase Needs
Workaholic
Persister
Reactor
Dreamer
Rebel
Promoter
Recognition of work, time structure
Recognition of work, conviction
Recognition of person, sensory
Solitude, direction
Playful contact
Incidence
Copyright Taibi Kahler Associates, Inc. 1982
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Questions
How can I
challenge the
Promoter and make
them look good?How can I provide
reflection time, space
and structure for the
Dreamer?
How can I
compliment the
commitment of the
Persister?
How can I provide
personal recognition
for the Reactor?
How can I give
recognition for work and
provide time structure for
the Workaholic?
How can I lighten
things up for the
Rebel and help them
have fun?
Interaction
Plan
Adapted from Here’s How to Reach Me, Pauley, Bradley, Pauley 2002, Brookes Publishing, Co.
Meeting Reactor Needs
• Call them by their name
• Ask them how they feel
• Give them a personal compliment
• Spend time talking with them
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Meeting Workaholic Needs
• Give them data
• Ask for information
• Comment on how hard they are working on
their recovery
• Compliment them on their progress
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Meeting Persister Needs
• Ask their opinions
• Compliment them on their commitment to
their recovery
• Thank them for their dedication
• Compliment them on their progress
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Meeting Dreamer Needs
• Tell them to do one thing at a time
• Speak slowly and in short sentences
• Make sure they have some alone time every
day
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Meeting Rebel Needs
• Speak in an energetic and upbeat way
• Tell a joke
• Sing to or with them
• Ask what they like and don’t like
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Meeting Promoter Needs
• Be direct
• Give information in bullet form
• Provide challenges
• Make them look good to their fellow
patients
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Three positive examples
• A patient’s experience
• Administrator in Orthopedic Center
• Neurologist office visit
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Healthcare Organization
• 57 hospitals and several assisted living
facilities
• 2003 set goal of no accidental deaths in 5
years
• Trained staffs
• No accidental deaths for past 2 years
• Patient satisfaction soared
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Three Degrees of Miscommunication
Doorway of Distress
Basement of Distress
Cellar of Distress
Copyright Taibi Kahler Associates, Inc. 2001
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Distress Behaviors
Reactors – Make Mistakes
Workaholics – Over Control
Persisters – Push Beliefs
Dreamers – Shut Down
Rebels – Blame
Promoters - Manipulate
Copyright Taibi Kahler Associates, Inc. 2001
A tragic mistake
• Anesthesiologist
• Tracheal intubation
• Nurses arranged ventilation assistance
• Doctors ignored them
• Operation cancelled
• Patient taken to ICU
• Patient never woke up
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Healthcare Industry
• Informatics VP
• Doctors in distress
• VP individualized battery charges
• Doctor’s morale soared
• Hospital care improved
• Medical mistakes decreased.
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Joe Rebel
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