Patient experience framework: Human-Business-Human

by Doug Della Pietra After reading my December blog post, one reader asked: "How do you train your front-line staff?" Training is one dimension among other essentials--organizational culture, hiring/onboarding processes, employee engagement and satisfaction, to name a few. So here are a few thoughts on ways to help front-line staff create an exceptional patient experience. Differentiate Function and Role Over the past year, my guest services team has had countless discussions about the fundamental difference between one's function (the WHAT--job tasks) and one's role (the WHO, HOW and WHY we are as co-healers and that healing can occur at any touchpoint across the care continuum through human, emotional connections). Provide a Framework Quality interpersonal interactions are essential for optimizing patient experience (note the qualities within HCAHPS survey questions--courtesy, respect, careful listening, helpful, responsive, etc.). For instance, Jake Poore, President of Integrated Loyalty Systems, champions what he calls "human-business-human," a framework that calls staff attention to the vital importance of first "entering on the human" before attending to the "business" and concluding each interaction by "exiting on the human." While efficiency, accuracy, and delivery speed are important "business" elements, encounters are deprived their healing dimension without a genuine and sincere human, emotional connection. As Jason Wolf wrote in his latest Hospital Imp...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs