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Best Practices for Shift Huddles that Drive

HCAHPS Results

Erin Shipley, RN, MSN

Studer Group Coach


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


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


“Unsettling occurs when a culture of optionality

changes to a culture of accountability.”

— Quint Studer

4


Does anyone feel like this????

5


Words that drive compliance in hospitals

6

Mandatory

98%

Required

69%

Expected

26%

Set Performance Expectations Carefully


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


• 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

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Applicable to all departments

Standardized Agenda:


Pre-Shift Huddle: What RIGHT looks like


• 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

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Lessons Learned to Drive Performance


“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


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


Questions?


Erin Shipley, RN, MSN

Studer Group Coach

[email protected]

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EVALUATION REMINDER:

We want your feedback to get better. Please

remember to take the session evaluation. Thank you!


Diana Topjian, RN, MSN, D.M., C-ENP

Studer Group Coach

Using HCAHPS Survey Custom Questions to Enhance

Staff Engagement