Customer Service/Patient Experience

[Pages:39]Customer Service/Patient Experience

Bethesda Healthcare System

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Making Our Case

? Bethesda Health understands that we all have lots of demands competing for our precious time. But we must remember that to fulfill our mission statement of "providing quality health services in a caring manner", we all need to hone our communication skills to the highest level in order to exceed customer expectations.

Bethesda Healthcare System

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Summary of Value-Based Purchasing (VBP)

? Our HCAHPS scores comprise 30% of the VBP payment. In order to capture the full 25% of the VBP HCAHPS money that has been set aside, we must attain the 50th percentile nationally on the following indicators:

? Rating ? Communication with Nurses ? Communication with Physicians ? Information About Medication ? Pain Management ? Quiet and Cleanliness ? Responsiveness ? Discharge Instructions ? Care Transitions

Bethesda Healthcare System

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Heart Head Heart Communication

? A complete, satisfying communication with patients and other customers has two parts:

? Heart to Heart Communication (about the human side)

? Head to Head Communication (about the tasks or business at hand)

? These days, we're very task-oriented and pressured. So, we tend to respond mostly from our heads and much less from our hearts. When we respond from our heads, not our hearts, does this mean we don't care? Absolutely not! It's just that we often don't express our caring. And patients and families think, "I'm just a number to these people. They may be competent, but they don't seem to care about me as an individual."

Bethesda Healthcare System

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Speaking From the Heart

? When we speak from the heart, people become: ? Less anxious ? More cooperative ? Less demanding ? More trusting ? And they actually heal faster

Bethesda Healthcare System

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The More Heart The Better

? The more heart we give in each interaction, the better the communication.

? It's easy to remember this, if you always think in terms of the Heart Head Heart Sandwich:

? For example: Speak from your heart first. Show personal caring and empathy. "That sounds so upsetting for you!" "I'm so sorry that happened!"

? Then speak from your head. Ask questions, explain, discuss options or say what you are about to do. Meet people's needs for action, information and solutions.

"Let me explain......"

"The options are......."

"Here's what I'm going to do....."

? Close the interaction by speaking to the heart again. "I'm so glad you told me about this. I want to help you out." "Thanks for understanding. I really appreciate it."

Bethesda Healthcare System

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The Heart Head Heart Sandwich in Action

? Let's see what the full sandwich looks like: The patient says, "If I could get out of bed myself, I wouldn't have

asked you for help in the first place."

? Heart ? "I realize this is very frustrating for you." ? Head ? "Before this surgery, you could do this easily yourself.

Now I want to help you rebuild your strength, so I'm asking you to try." ? Heart ? "I'll be there for you so you'll be safe."

Bethesda Healthcare System

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The Heart Head Heart Sandwich in Action

? Let's look at another example of the Heart Head Heart sandwich:

? Your coworker says, "When you ask ME to help, I'm always there for you. But you're always too busy to help ME."

? Heart ? "You sound pretty annoyed with me." ? Head ? "What do you need me to do?" ? Heart ? "I want to help."

Bethesda Healthcare System

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