Care Experience

Care Experience

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  Roger Barnhart, MHA 913.449.1354  [email protected]  Care Experience Focus on Culture for Patient and Family Care Beyond the Medicine As healthcare (including acute care, nursing homes, home health and all downstream providers) moves towards a greater focus on patient/family satisfaction, the model of healthcare must also evolve, for both the government and patients/families will be closely reviewing these, determining healthcare provider(s) of choice. A satisfied patient is a more compliant patient, making for a more engaged patient. Providers at every level must now move beyond the patient centered approach, into an understanding of the patient/family perspective and be willing and able to convert input to action and measurable goals, benefiting staff, patients and families.  We (leaders) may be in prominent positions, but ours are not more significant  Those interacting with, caring for and treating patients/families have significant importance  Everything that everyone does every day creates the patient and family care experience  To include all staff: patient care, admissions, reception, foodservice, maintenance, housekeeping, laundry, etc.  Trickle down communications (in standard pyramid) does not work  We cannot simply communicate (tell), but must listen  Leadership must be out and interacting with front-line staff to assess needs, so they in turn can address the desires of patients and families beyond the medicine  Assign responsibility not tasks  The Board must support the CEO who in turn supports department heads and empower staff  CEO must be able to do the right thing, at the right time, for the right reason  Employees will be our story – and in turn, share our story with the community o Most cost effective and impactful marketing and community relations resource  Measure what matters  We get what we measure – and celebrate  An empowered staff to address psychosocial needs of families to accompany the incredible patient care already provided
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  Roger Barnhart, MHA 913.449.1354  [email protected]  - Care Experience - Patients and Families Front-Line Staff Supervisors/Managers Department Heads Administration CEO BOD