SURVEY SAYS
ON PATIENT EXPERIENCE SURVEY, THIS IS CONSIDERED A TOP BOX RESPONSE FOR MANY RATING QUESTIONS/
WHAT IS 9 OR 10?
ZONE TOOLS HELP CLINICIANS DO THIS DURING THE VISIT.
WHAT IS IDENTIFY AND ADDRESS THE PATIENTS NEEDS/CONCERNS?
BEFORE LEAVING A VISIT MAKE SURE THE PATIENT KNOWS WHAT HAPPENS NEXT.
WHAT IS SETTING EXPECTATIONS?
A PATIENT WHO WOULD CHOOSE YOUR AGENCY IS MORE LIKELY TO GIVE THIS ANSWER.
WHAT IS DEFINITELY RECOMMEND.
IF A PATIENT RATES THEIR OVERALL EXPERIENCE AN 8, IS THAT CONSIDERED AS A GOOD RESPONSE.
WHAT IS NO.
INSTEAD OF ASSUMING WHAT MATTERS TO THE PATIENT. ZONE TOOLS ENCOURAGE US TO DO THIS.
WHAT IS ASK THE PATIENT WHAT MATTERS.
IF YOU ARE RUNNING LATE THIS SIMPLIFICATION CAN MAKE A BIG DIFFERENCE.
WHAT IS COMMUNICATING WITH THE PATIENT?
IF A PATIENT SAYS THEY WOULD "PROBABLY" RECOMMEND YOU, WHAT SHOULD THAT TELL YOU.
WHAT IS THERE IS AN OPPURTUNITY TO IMPROVE THE EXPERIENCE.
THIS QUESTION ASKS HOW LIKELY THE PATIENT IS TO TELL FRIENDS AND FAMILY TO USE THE AGENCY.
WHAT IS DEFINITELY RECOMMEND.
A PATIENT TELLS YOU SOMETHING THAT PUTS THEM IN A DIFFERENT "ZONE". YOUR JOB IS TO RECOGNIZE IT AND DO THIS.
WHAT IS RESPOND APPROPRIATELY TO THE PATIENT NEED.
WHEN MULTIPLE DISCIPLINES ARE INCLUDED, PATIENTS SHOULD NOT HAVE TO FIGURE OUT WHO IS DOING WHAT. WHAT SHOULD YOU DO.
WHAT IS GOOD CARE-TEAM COLLABORATION/COMMUNICATION?
WHICH IS MORE POWERFUL: TELLING A PATIENT YOUR'E EXCELLENT ON CONSISTENTLY SHOWING THEM THIS.
WHAT IS EXCELLENT CARE AND SERVICE.
WHY SHOULD WE CARE ABOUT MAKING A PATIENT FROM AN 8 TO A 9 OR 10.
WHAT IS BECAUSE TOP BOX ANSWERS (9OR10) ARE WHAT DRIVE THE PE SURVEY.
USING ZONE TOOLS ISN'T JUST ABOUT COMPLETING A TASK- IT IS ABOUT CREATING THIS STYLE OF INTERACTION.
WHAT IS MEANINGFUL PATIENT ENGAGEMENT.
BEFORE WALKING OUT THE DOOR, ASK THE PATIENT THIS QUESTION TO UNCOVER CONCERNS YOU MIGHT OTHERWISE MISS.
WHAT IS "IS THERE ANYTHING ELSE YOU NEED FROM ME TODAY"?
THIS SIMPLE QUESTION CAN HELP IDENTIFY WHAT MATTERS MOST TO THE PATIENT.
WHAT IS "WHAT IS MOST IMPORTANT TO YOU TODAY"?
A PATIENT SAYS "EVERYTHING WAS GOOD" WHAT FOLLOW UP QUESTION COULD HELP YOU UNDERSTAND WHETHER THEY WOULD ACTUALLY GIVE A 9 OR A 10.
WHAT IS "WHAT WOULD HAVE MADE YOUR EXPERIENCE A 9 OR 10"?
YOU ARE HALFWAY THROUGH THE VISIT AND PATIENT SEEMS FUSTRATED. WHICH IS BETTER:
CONTINUE WITH YOUR PLANNED CHECKLIST OR USE A ZONE TOOL TO EXPLORE WHATS BOTHERING THEM?
WHAT IS USE THE ZONE TOOL AND ADDRESS THE PATIENT'S CONCERN.
YOU DON'T HAVE TO SOLVE EVERY PROBLEM YOURSELF, BUT YOU SHOULD DO THIS WHEN A PATIENT BRINGS UP A CONCERN OUTSIDE YOUR ROLE.
WHAT IS MAKE SURE THE CONCERN GETS TO THE RIGHT PERSON/FOLLOW UP?
NAME 3 THINGS THAT A CLINICIAN CAN DO DURING A VISIT THAT COULD MOVE A PATIENT TOWARD "DEFINITLEY RECOMMEND"
LISTEN, COMMUNICATE CLEARLY, SHOW EMPATHY, INVOLVE THE PATIENT, ADDRESS CONCERNS, SET EXPECTATIONS, FOLLOW THROUGH, AND PERSONALIZE THE CARE.