many," says Ms. Craig. "It's not enough to tell staff to do better; you
need to have systems in place to ensure safety remains the top priori-
ty." From tiered escalation huddles to near-miss reviews to regular
improvement idea discussions, you're sure to get some strategies to
add to your safety toolkit from this presentation.
• Embrace your role. Before patient satisfaction becomes a corner-
stone of your facility's culture, you must embrace your instrumental
role in the patient experience. Learn how to systematically rank prior-
ities, instantly recognize improvement opportunities, and reward and
recognize staff in ways that'll inspire them to go above and beyond.
• Practice AIDET. Superior patient communication comes down to 5
elements, which are easy to remember with the aid of the acronym
AIDET: Acknowledge (smile, make eye contact and show a positive atti-
tude), Introduce and manage up (share your name and role, and look for
opportunities to "manage up" your staff and other departments),
Duration (share the expected duration of a test, task or wait time),
Explanation (explain what you'll be doing and why) and Thank you
(thank patients and let them know "We're here for you.").
• Coach excellence. Patient satisfaction is a team effort, so you must
impart staff with the tools needed to bolster those experience scores.
Ms. Craig and Ms. Decker will offer detailed advice on everything from
providing staff with an actionable next-steps coaching blueprint to deliv-
ering the right types of development, tools and resources to help your
staff improve the way they care for and connect with patients.
OSM
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2 0 1 9 P R E V I E W
