The Wisdom of Homer's Illiad (Vallee) · THE WISDOM OF HOMER’S ILLIAD: THE UN-INITIATIVE FOR...
Transcript of The Wisdom of Homer's Illiad (Vallee) · THE WISDOM OF HOMER’S ILLIAD: THE UN-INITIATIVE FOR...
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The Beryl Institute April 3rd 2019
THE WISDOM OF HOMER’S ILLIAD: THE UN-INITIATIVE FOR CREATING, EXECUTING AND SUSTAINING PATIENT EXPERIENCE EXCELLENCE
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Create & Deliver a PX-Based monthly Leadership Development Series: Org-wide collaborative program that focuses on PX, operational excellence, and the grow and development of our leaders; who are accountable for cascading the knowledge gained to every Cheshire employee
Delivery a “Journey to Excellence PX” onboarding program for all new staff & providers: Program for all new leaders/providers, courses/sessions for all new employees and, new provider lunch/new provider breakfast @120 days with provider ambassador
The Cheshire Experience: Strategic Development Sessions
1:1 & Department Level Coaching: Program for all leaders/employees. Patient Experience coaching for individuals and departments
Patient Experience
Local PX Teams
Thought Leadership & Knowledge base
of PX
The Cheshire Experience
SessionsTalent
ManagementHospital-Based Programs
Building Relationships
Provider Coaching
SE/SR Courses for Staff
•“We Care/We Act Audits•Mystery Shopping• “PX” Walk-Throughs•5/10 rule, etc.
•Reward & Recognition•Patient Centeredness•PX TEAM & Workgroups
•Development of key competencies for service excellence: WE
CARE/WE ACT •Observation & Coaching•Metrics Masters Program
•Leadership Briefs•Service Excellence templates
& documents•Web-based knowledge capture, i.e. Rounding for
Outcomes•Patient Journey Mapping
•Quality/Safety•Resiliency/Wellness
•Patient & Family Advisors•Communications & Marketing•Office of Patient Experience
•Measurement•Team Care, etc.•Chaplaincy• Volunteers•Leadership •Selecting Talent & Hiring for
service skills•PX exposure & acculturation
•Ongoing year 1 support & review•Journey to Excellence
•Understand the drivers of PX •Uses “must-haves” to enhance PX•Enhances Communication &
Listening Skills•Engages Actively in Service Recovery
•1-2 Physician coaches per location trained to
specifically improve the scores of other providers•Metrics-based referrals•Provider observation and
communication studies•PX Moments: i.e. Video
Quick Learns•Quarterly Reward/Rec
+90%
•Monthly leaders sessions to align leaders w/
strategy/improve Service Excellence skills
•“At Your Service” monthly newsletter w/ AE skills
All Staff – WE CARE. WE ACT
All Staff: SE Interventions
All EmployeesTraining & Development
PX Tools & Resources
Accountability ToolsProviders
Mid-Level Leaders
Associated Departments
Mid-Level LeadersHospital Staff
Training & Development
AmbassadorProgram
Orientation & OnboardingCoaching & Improvement
Associated Departments
KEYBLUE: DomainBLACK: ProgramRed: Audience
SUMMARY