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blog post 10032016

What Senior Leaders Should Try to Avoid When Rounding

 

This blog post continues our series of patient experience best practices from the HealthStream Engagement Institute. We regularly share information that demonstrates our understanding of the challenges faced by healthcare organizations and the solutions we have identified for improving the patient experience and patient and business outcomes.

What to Avoid When Rounding

  • Endeavoring to fix a problem that should be handled by the immediate supervisor. Use opportunities to manage up leaders.
  • Being afraid to admit that you don’t know the answer to a question. It is okay to say you’re not certain and that you’ll check on it and get back to them. The responsibility then becomes yours to follow through.
  • Getting involved in long conversations with physicians and/or other administrators in a work area during designated rounding times.
  • Getting discouraged. Many of the initial interactions may be unproductive or result in negative feedback. However, it’s important for employees to see and talk to their leaders. Rest assured that the quality of the experience will improve over time. Eventually, you will consider this the best part of your workday!
  • Rounding only during low-volume periods.

Three Rounding Tips for Senior Leadership

  • Question results: If you hear the same questions or requests each time you visit a department, ask yourself and the manager if you are addressing the root cause and evaluate why the same things continue to be brought up.
  • Each month, make it a point to identify a key communication issue that all members of the senior leadership team will share with the employees they meet.
  • Identify a key question for the month. This should come from the measurement team’s analysis of the latest patient satisfaction/HCAHPS survey results.
     

About the Best Practice Series

We are pleased to share the best practices developed by our expert coaches from the HealthStream Engagement Institute. This series of how-to publications offers proven techniques, key words and phrases, and processes to help you transform your culture to one of high performance.

Our Best Practices Series, based on employee-developed and employee-managed practices and programs, includes the following:

  • Hourly Rounding
  • Reward and Recognition
  • Peer Interviewing
  • Bright Ideas™
  • Purposeful Rounding
  • Words that WorkSM
  • Service Recovery
  • Standards of Performance

Our goal for this collection is to offer you even more tools to achieve extraordinary service and higher levels of performance excellence.

Learn more about the services offered by the HealthStream Engagement Institute.

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