The Leader's Role in Creating and Promoting Standards of Performance for Healthcare
March 23, 2015
This blog post continues our series of HealthStream Coaching's patient experience best practices. Every week we share information from our coaches that demonstrates their expansive understanding of the challenges faced by healthcare organizations and the solutions they have identified for improving the patient experience and patient and business outcomes.
Standards of Performance can be used in numerous ways to help select applicants who are well suited to the healthcare organization’s culture. We look at best practices for using healthcare standards of performance and make some specific recommendations.
When you as a leader visibly role model the Standards, you make a very special and meaningful impact. First, it shows that you embrace what the organization teaches and promotes. You are demonstrating personal accountability. Second, as your staff observes you measuring up to the Standards, everyone becomes further motivated to adhere to this set of behaviors.
Acting on the Standards, living them, and engaging staff to participate should be your goal as a leader. When you see a staff member exceeding service expectations through a Standard, recognize that high performance. Show your team members that these behaviors are not just a set of words. They are actionable behaviors representative of your organization’s mission, vision and values. They are behaviors for everyday which can directly contribute to the customer satisfaction of all who are a part of - and come in contact with - your healthcare environment. You should:
• Lead by example
• Reward and recognize excellence
• Celebrate wins
• Keep focus on the Standards of Performance
Think of your Standards of Performance as benchmarks for success. They are the observable behaviors and actions which explain how the job is to be done in order to achieve high performance. So ensure that the Standards you choose to deploy are more than just words in a frame hanging on a wall. We suggest that you:
• Incorporate them in daily communication that reinforces their importance.
• Implement a Standard of the Month initiative to help hardwire and
sustain the behaviors.
• Reward and recognize employees who show spectacular representation
of a Standard.
• Celebrate as your team members improve customer satisfaction scores
through commitment to the behaviors.
• Encourage leadership accountability through role modeling the behaviors.
In turn, you will be rewarded by employees who take ownership–
they become deeply engaged in your culture and totally committed
to your organization and its customers.