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  • Hospital Impact - New leadership vital to improve quality, patient safety
    in the National Journal and Health Affairs for consideration In 1999 the Institute of Medicine the same group that stated half of all medicine lacks scientific validity published a report that found that as many as 98 000 people die annually because of medical errors In 2006 the National Center for Policy Analysis reported that medical mistakes contributed to up to 187 135 deaths and 6 1 million injuries And another study estimated the annual cost of measurable preventable medical errors to be 17 1 billion based on 2008 dollars In his blog post Levy continued The leadership for improvement has to come from the top Hospital CEOs clinical chiefs of service and boards of trustees I don t disagree that traditionally defined healthcare leaders must refocus and reprioritize improvement in patient safety but I have also seen some magical things happen on the frontlines by non traditionally defined leaders I believe it is time to innovate leadership in healthcare if we are to significantly address the critical issue of patient safety Said differently we must evolve healthcare leadership if we are to truly keep our friends families and communities safe The healthcare system is a complex adaptive system an open non linear dynamic system that adapts and evolves Each hospital is a complex adaptive system as well as is each traditionally defined hospital leader each hospital staff member each physician each nurse and each patient Traditional hierarchical leadership leads to top down approaches and technical fixes to perceived linear challenges and based on data has not significantly improved the healthcare system patient safety or quality outcomes The adverse event data highlight how the system has served to harm those to whom it is entrusted to care for Old ways are not working Technical fixes and technology are not the complete answer even though traditional healthcare leaders continue to focus most attention on these realms It is time for a new era of healthcare leadership i e leaders who understand complex adaptive systems leaders who understand and embrace authentic collaborative leadership principles leaders who can set aside ego leaders who lead with an open heart leaders who can engage the non traditionally defined leaders throughout the system and position them to fulfill their calling leaders who are here to serve and to make things better It is time to adapt time to evolve and time to make things better for all It is time for us all to lead Thomas H Dahlborg M S M is executive director of the physician practice True North Health Center where he focuses on improving growth while ensuring access for the uninsured and the elderly He has 21 years of experience creating competitive advantages analyzing customer expectations and developing and implementing focused and aligned strategic deployment plans 10 comments Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim

    Original URL path: http://www.hospitalimpact.org/index.php/2011/08/03/p2911 (2016-02-10)
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  • Hospital Impact - Communicate with empathy for a better patient experience
    to lie still Zoey motionless wept It HURTS Again the doctor denied this possibility There s no way it could Now please lie still Simply witnessing this exchange was unbearable I finally asked the physician to step out of the room for a moment and said I am asking you to listen to her and accept her feelings Zoey knows what she is going through and she is the expert on her experience Sadly this competent physician lacked mindful tools to express her empathy and Zoey suffered as a result Substantial research shows empathy enhances patient and family satisfaction and it also positively contributes to optimal clinical outcomes At Banner Health in Arizona we are working diligently to increase empathic communication on behalf of a patient experience that is both humane and healing We are implementing The Language of Caring for Physicians a program that helps strengthen the important spoken and unspoken conversations that reside between physician patient and family In my new book The Language of Caring Guide for Physicians Communication Essentials for Patient Centered Care I describe a tool to help physicians communicate with empathy called Heart Head Heart Communication It calls for combining two kinds of messages in our communication with patients Heart messages which are empathic personal and subjective Head messages which are more rational and information oriented addressing the task at hand The pressures of time and performance render our work more task oriented and as a result our communication is less heartfelt and more often intellectual Patients and families may experience our competence but they don t feel our caring As we focus on more heart to heart communication and the deliberate expressions of empathy we can see the transformative healing power of authentic empathic communication for patients We also are recognizing that mindful empathic communication leads to a stronger connection with our patients making our work as physicians more fulfilling and more aligned with our noble purpose The image of my frail suffering granddaughter stirs my heart still and inspires my belief that expanding the wisdom of deeply caring physicians by cultivating empathic compassionate communication is potent medicine I welcome your comments and invite your stories Carla Rotering M D is a pulmonologist at Banner Thunderbird Medical Center in Phoenix and the director of Physician Services for the Leebov Golde Group She can be reached at crotering quality patient experience com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups

    Original URL path: http://www.hospitalimpact.org/index.php/2012/10/31/p4155 (2016-02-10)
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  • Hospital Impact - Respect: The foundation for quality care
    few months all our team members including leaders and providers had gone through mandatory training and learned about the respectful behaviors we strive to practice at Virginia Mason They include 1 Listen to understand Good listening means giving the speaker your full attention Non verbal cues like eye contact and nodding let others know you are paying attention and are fully present for the conversation Avoid interrupting or cutting others off when they are speaking 2 Keep your promises When you keep your word you show you are honest and let others know you value them Follow through on commitments and if you run into problems let others know Be reliable and expect reliability from others 3 Be encouraging Giving encouragement shows you care about others and their success It is essential that everyone understand their contributions have value Encourage your co workers to share their ideas opinions and perspectives 4 Connect with others Notice those around you and smile This acknowledgement combined with a few sincere words of greeting creates a powerful connection Practice courtesy and kindness in all interactions 5 Express gratitude A genuine thank you often makes a person s day and shows you notice and appreciate their work 6 Share information When people know what is going on they feel valued and included Be sure everyone has the information they need to do their work and know about things that affect their work environment 7 Speak up It is our responsibility to ensure a safe environment in the hospital not only physical safety but also mental and emotional safety Create an environment where everyone feels comfortable to speak up when they see something unsafe or feel unsafe 8 Walk in their shoes Empathize with others understand their point of view and their contributions Ask before you assume your priorities are their priorities 9 Grow and develop Value your own potential by committing to continuous learning Take advantage of opportunities to gain knowledge and learn new skills Share your knowledge and expertise with others Ask for and be open to feedback to grow personally and professionally 10 Be a team player Great teams are great because team members support each other Create a work environment where help is happily offered asked for and received Trust your teammates have good intentions Anticipate other team members needs Clearly communicate priorities and expectations to be sure the work load is level The feedback from this training has been positive and our team members across the organization are very engaged in eliminating the subtle disrespect so prevalent in healthcare today While we still have much to accomplish we are making great progress and our staff and patients are the ultimate beneficiaries Gary S Kaplan M D FACP FACMPE FACPE is chairman and CEO of Virginia Mason Health System in Seattle He also is a practicing internal medicine physician at Virginia Mason and current board chair of the Institute for Healthcare Improvement Leave a comment Please enable JavaScript to view the comments

    Original URL path: http://www.hospitalimpact.org/index.php/2013/06/10/respect_the_foundation_for_quality_care (2016-02-10)
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  • Hospital Impact - 4 key ingredients for creating an exceptional patient experience
    I wrote in a previous Hospital Impact article Tony DiGioia M D says the key to delivering exceptional care experiences to everyone all the time requires caregivers to view all care experiences through the eyes of the patients and families Empathy enables us to take off our own eyeglasses and put on those of the patients and families we are called to serve so as to see through their eyes When we do so empathy transforms I or you to we Fortunately empathy is a teachable skill which is why business schools like Harvard hospitals like Massachusetts General and world class companies like Zappos are training students residents and employees alike how to understand and respond to another person s feelings 3 Compassion With the desire to see through the eyes of patients and families that comes with empathy compassion compels us to act it s the outward expression of an inner desire Tom Dahlborg rightly states in his latest Hospital Impact article that as healthcare leaders it is our job to best position healthcare professionals to honor their calling and care for their patients compassionately if we are to optimally serve all those entrusted to us Continuing in another article Dahlborg calls upon healthcare leaders to focus energy and resources on creating a new model of care where time relationship trust continuity empathy and compassion are maximized and CARE and caring is the emphasis of healthCARE Remember compassionate healthcare starts with you 4 Emotional Connection A very recent survey revealed that 76 percent of respondents rate an emotional connection through personal and proactive communication as very important for healthcare providers more than any other industry Emotions influence what we remember how we evaluate encounters and our decisions said Joyce Hostyn in her presentation on Writing Great Experiences To optimize healing healthcare experiences customer patient experience experts agree that we must Map the full scope of the patient experience Identify the ideal experience we want to deliver and Develop systems that support our front line staff in making emotional connections that enhance the healing experience Whether maintenance man physician housekeeper nurse pharmacist receptionist social worker valet OT PT food service worker patient care tech etc we are the patient experience and transform the ordinary into the extraordinary by bringing together the key ingredients for creating an exceptional patient experience calling empathy compassion and making an emotional connection Doug Della Pietra is the director of Customer Services and Volunteers for Rochester General Hospital in New York where he co chairs the hospital s Patient Experience Team in addition to responsibilities for an intentionally designed patient and family centered volunteer program and front line First Last Impression initiatives Follow Doug DougDellaPietra on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B

    Original URL path: http://www.hospitalimpact.org/index.php/2012/12/03/title_77 (2016-02-10)
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  • Hospital Impact - For healthcare employee passion, each moment matters
    for now Don t stress Relax Let life roll off your backs Except for death and paying taxes Everything in life is only for now For me all of this reinforced that life is a journey Things will never be perfect The past is the past The future is not here Clichés somewhat Sure But they are clichés for a reason they have some meaning A person coaching me a while back said This is what it s like when life is working In other words you know you are fully immersed in life when you recognize that the ups and downs good and bad are all part of it Don t get me wrong I still believe in that passion and purpose stuff I also believe it can change over time After all we are always changing and searching But in our travels and quests we must be mindful of what the Avenue Q characters tell us Everything in life is only for now One way to navigate the healthcare environment especially when it s challenging and demanding is to step into each moment totally conscious of it Margaret Wheatley and others invite leaders to step into it consciously because it s the way to maintain a sense of focus and peace as a leader How does one step into a moment totally conscious of it It can t be taught But you know it when you see it Take a cue from the story Doug Della Pietra told in his Hospital Impact post last month about the actions of a staff member She was truly in the moment So forget your resolutions for the New Year Forget your SMART goals Does that scare you It should But it is not without precedent Take my friend Tony Decker from long term care management company Westcare The organizations they manage have few metrics what they have is a guiding philosophy Leaders create optimal conditions see people as unique important and useful and create a challenging cause where people are needed for the outcome Goals that may have seemed more intuitive and apparent in the healthcare arena of the past seem less certain and clear today And they are irrelevant almost from the time they are committed to paper Step into each moment totally conscious of it and see how it can change your perspective and your life while unconsciously helping you achieve a higher purpose Goals may only be a by product of living consciously Editor s Note Anthony would also like to thank Doug for recommending these resources Leadership in Turbulent Times is Spiritual Mindful Communication Bringing Intention Attention and Reflection to Clinical Practice Teaching Doctors to be Mindful Association of an Educational Program in Mindful Communication With Burnout Empathy and Attitudes Among Primary Care Physicians Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com

    Original URL path: http://www.hospitalimpact.org/index.php/2013/02/06/title_86 (2016-02-10)
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  • Hospital Impact - Compassion: Hospital priority, critical competency
    information system and meaningful use requirements and value based purchasing a major reason compassion needs to be a strategic hospital priority along with its proven quality safety clinical and human centered benefits rests on the consensus among customer and patient experience experts How we are and the quality of individual moments while we do what we do is the key differentiator for hospitals and the patient experience in this age of the customer Lee has noted that patient satisfaction remained flat and practically unchanged from 1998 2008 2 From Lee s perspective hospitals are not service but rather healing organizations Thus hardwiring universal service excellence standards like friendliness courtesy problem solving respect and helpfulness can help hospitals improve patient perception scores only so much Lee doesn t mean to imply that patients do not want or even expect those universal service standards they do Yet healing organizations require caregivers who are compassionate engaged and able to read the emotional cues of patients to personalize care 3 Even a service organization like Chik fil A gets it They created a training video in which the video momentarily freezes every time the camera focuses on a customer or employee in the restaurant Next to the person s face appears a short life story For example the story of a man in his 30s or 40s ordering at the counter reads Fired from his job and is worried how he will provide for his family The camera spotlights a woman sitting in a booth and drinking coffee Husband of 49 years died last month Today would ve been their 50th anniversary The video s title Every Life Has a Story drives home the main message The life stories of others are powerful entry points to make heart connections that can lead to remarkable customer experiences If Chik fil A incorporates empathy compassion training for its employees how much more must hospitals healing organizations do so Refraining from and suspending judgment and developing a curiosity about the life stories of others can turn on or keep open all important heart connections at powerful entry touch points across the continuum of care Just as vital for healing as other core measures is the ability of physicians nurses and other caregivers to turn on the heart connection of compassion a hallmark competency for healing organizations like hospitals 1 Lee Fred You Cannot Manage Perceptions in the Same Way You Manage Outcomes The Beryl Institute Webinar Presentation November 30 2012 slide 23 2 Slide 7 Data presented by Lee came from Press Ganey Associates Inc 3 Ibid slide 13 Doug Della Pietra is the director of Customer Services and Volunteers for Rochester General Hospital in New York where he co chairs the hospital s Patient Experience Team in addition to responsibilities for an intentionally designed patient and family centered volunteer program and front line First Last Impression initiatives Follow Doug DougDellaPietra on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter

    Original URL path: http://www.hospitalimpact.org/index.php/2013/02/04/compassion_hospital_priority_critical_co (2016-02-10)
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  • Hospital Impact - Patient experience framework: Human-Business-Human
    connection As Jason Wolf wrote in his latest Hospital Impact blog post If we try to over systematize the experience process we may lose this most important element Assess Emotions Initially our guest services team stressed the business dimension of its interactions assessing and speedily meeting people s business needs Now we stress assessing human emotions that can lead to empathizing decreasing anxiety calming fears being compassionate etc Recognize Coach Practice Be Accountable We are what we repeatedly do Excellence then is not an act but a habit Aristotle Even though the guest services team was fully involved in identifying and establishing new service standards and expectations habit changing excellence involves intention time constant reinforcement encouragement coaching practice and accountability and patience Therefore we reinforce affirm recognize and celebrate the recently prioritized co healing behaviors and coach practice and are held accountable when we default to former habits To close here s just one of the growing number of exceptional guest services team moments Recently a woman approached the guest services desk and explained to the smiling team member whom I ll call Hope I just dropped off my sister at the cancer center and now I need to visit another family member who is here I am so burned out your smile helps Making eye contact the entire time Hope entered on the human and said I am so sorry you re burned out It sounds like you have a heavy burden as a caregiver for your family Hope then and only then turned to the computer the business for information handed the woman a Post it note with her loved one s room number and wished her well exit on the human She thanked Hope mentioned stepping outside to make some phone calls passed through the sliding glass doors and disappeared around the corner To my admiration and delight Hope wasn t satisfied and immediately went to the hospital s gift shop A few minutes later the woman reappeared in the lobby Hope caught her attention motioned her to the desk and gave her a red rose The woman s eyes welled up she was so moved that she just stared at us for a long moment as if to take it all in Then she generously thanked Hope adding Rochester General Hospital is such an amazing place Indeed humanity is the heart of patient experience success Doug Della Pietra is the director of Customer Services and Volunteers for Rochester General Hospital in New York where he co chairs the hospital s Patient Experience Team in addition to responsibilities for an intentionally designed patient and family centered volunteer program and front line First Last Impression initiatives Follow Doug DougDellaPietra on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks

    Original URL path: http://www.hospitalimpact.org/index.php/2013/01/02/patient_experience_framework_human_busin (2016-02-10)
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  • Hospital Impact
    into the age of the customer In this new age hospital impact will be characterized not by products and or services but by the overall experience needs met ease and enjoyment that patients and their families have with your organization Healthcare delivery in the United States has not yet evolved into the customer centric 3D experience described by Bill Self in Customer 3D A New Dimension for Customers Too often healthcare is driven first by the needs of the hospital insurers physicians nurses and departments than by the patient and family experience Read more Leave a comment Patient experience needs executive committee support August 7th 2012 by Doug Della Pietra Last week two prominent patient experience studies were released The first Structuring the Patient Experience Effort An Inquiry of Effective Practice by The Beryl Institute is an investigation focused on catalyzing an expanded dialogue on how we begin to shape a greater patient experience effort The other HealthLeaders Media Intelligence Report Patient Experience and HCAHPS Little Consensus on a Top Priority set out to examine how effectively healthcare organizations are dealing with ever increasing consumer demands exhibited by patients today While each study s aim was different a few noteworthy commonalities exist Read more Leave a comment Previous Page Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=Doug%20Della%20Pietra&page=1&disp=posts&paged=5 (2016-02-10)
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