Professionalism
What has the largest impact on communication and interactions with patients?
Body Language
What does “SBI” in the SBI Feedback Model stand for?
Situation/Behavior/Impact
How many years of formal training do we get for Active Listening?
None
What is the survey company we use?
Press Ganey
What is the rule for treating others the way their best self would want your best self to treat them
Platinum Plus Rule
What is one way to recognize a peer for a job well done?
Personal, Public, Written or Electronic
What type of cue demonstrates that people are paying attention?
Non-Verbal
Who does the patient experience matter to?
Patient and THEIR FAMILIES
What diminishes employee productivity and trust in other employees?
Gossip
Why is it important to provide peer feedback?
To continuously improve the team
What are one of the 6 guidelines for listening?
Where can we find provider ratings and comments?
Our Website/Star Ratings
What helps project Professionalism, Unification, and Organizational Branding?
The Dress Code
Recognition with Guthrie should align with ___________
Guthrie Values of Patient Centeredness, Teamwork, and Excellence.
What’s the best approach when dealing with an upset patient?
Remain calm
Name 3 domains from the Out-Patient survey?
Access
Moving Through Visit
Nurse/Assistant
Care Provider
Imaging/Radiology
Lab Tests
Personal Issues
Overall Assessment
What is one of Guthrie’s Core values and a characteristic of Professionalism?
Excellence
Understanding the common goal and the important role all team members play in achieving that goal breaks these down.
Barriers
What does summarizing a patients comments show them?
You are actively listening.
What three survey methods do we use with Press Ganey?
Text, Paper, Email