Patient - Inspired Excellence the 16 P's
What do you need to create patient-inspired excellence in your organization? Mary Malone has some ideas for you.
If you're like most heath care organizations, you likely need to fine-tune existing strategies and programs. It all comes down to accountability and execution.
If you're not getting the results you want, here's a list of sixteen critical success factors. High-performing organizations tend to excel at most of them. You may want to review your activities in each of these areas and challenge yourself regarding how effectively you're performing in each.
Resources and ideas will be added to this area of the site on a regular basis...so check back soon.
- Creating a culture of patient-inspired excellence requires that everyone in the organization sees service as
an essential component of the mission - the organization's reason for existence. Service is not an add-on,
a suggestion, something to be done "when we have time". It is why we are here, our purpose.
- Exhibiting an enthusiasm for high quality service.
- Designing specific service performance protocols (e.g. standards, service recovery,
scripting, new hire orientation, reward/recognition, etc.)
- Creating accountabilities at all levels and strategically using metrics to gauge service quality
- Listening and responding compassionately to patient and family service needs
- Establishing a rewarding work environment for associates to deliver superior service
- Recognizing physician input as integral to the success of service outcomes
- Devoting resources to gathering input from all potential customers of the organization
(e.g. community advisors, patient/family counsels, mystery shoppers, etc.)
- Realizing the value of focused attention to carefully selected service issues
- Instituting systems and infrastructures that promote quality service delivery
- Establishing mandatory training on all service performance protocols
- Anticipating and correcting roadblocks to service performance
- Constructing a patient-centered service environment
- Communicating service efforts and successes with internal and external customers
- Celebrations contribute to the joy and spirit of the organization. Organizations
need to celebrate individuals, as well as teams; progress made, as well as accomplishments. High performing organizations
link celebrations to inspiration, learning objectives and other goals.
- Maintaining the momentum of service initiatives through ongoing evaluation
Mary Malone, MS, JD
President, Malone Advisory Services