Make Hospital Staff Accountable for Patient Experience
Re-Sensitize the Staff
Shifting a culture at an organization, or changing the pattern of any person's behavior, takes time. Here's how one hospital is tackling the problem.
Last week, Cabell Huntington Hospital in Huntington, WV, launched an employee training session with the hospital's human resources department that focused on putting the 2,400 employees in the patient's shoes. The emphasis was on re-sensitizing the staff to the patient experience through simulation exercises. Cabell Huntington is a 303-bed academic medical center that serves a rural area of more than 29 counties, spanning West Virginia, Kentucky, and Ohio.
"We're in Appalachia, and we have a lot of folks who have less than a high school education, and there's significant poverty in our area. There's a lot of anxiety on the shoulders of our patients, and going into a healthcare environment really exacerbates that. So we really want our employees to think about the patient's clinical experience from their perspective," says Loree L. Holland, director of service excellence at Cabell Huntington.
Webcast: Boost Patient Satisfaction Scores Through an Accountability Model
On Demand: From—Feb. 14, 2013
Holland joined Cabell Huntington four months ago to lead the movement toward patient-centered care. Her first focus was to shift the hospital's culture by setting up expectations in terms of behavior, and holding people accountable. The hospital culture is now finding a balance between clinical excellence and patient satisfaction
"Some folks will say she's a really good nurse, but she has poor communication skills. Well, it takes both to be here because most of our patients aren't clinically oriented. They don't have a way to measure whether something is of clinical excellence," says Holland.
"What they can relate to is whether someone is caring or compassionate, communicating with the patient and being proactive about their needs. If you have someone with great interpersonal skills, but they're having significant issues with quality, that is also an issue. You have to have the whole package to be successful and to provide an exceptional patient experience."
- Antibiotic Overuse a 'Huge Threat' to Patient Safety, Says CDC
- Consumerism Drives Healthcare Branding, Rebranding Efforts
- 3 Traits Personality Assessments Can't Reveal
- CFO Exchange: Smartphones Poised to Disrupt Healthcare, Says Topol
- PA Ranks See 'Phenomenal Growth,' Lack of Diversity
- CHS Hacked, 4.5M Patient Records Compromised
- Business Roundup: M&A Activity Down Slightly in First Half of 2014
- CFO Exchange: Healthcare Leaders Share 5 Innovative Ideas
- Large Employers Trimming Healthcare Spending
- 3 Things the Ice Bucket Challenge Can Teach Hospital Marketers