Creating Positive Interactions

The following tools and resources have been developed to assist with reinforcing expectations and behaviors related to creating and sustaining a positive patient experience.

Suggested Job Specific Categories for Performance Planning Evaluation Form

The two new job specific categories/work goals are intended to be used in combination with the Patient Experience Critical Behavior Checklist.  The job specific categories closely tie in with the expected behaviors found on the checklist.  By conducting regular observation with the use of the Critical Behavior Checklist, managers will be able to easily translate the results of their observations into their staff’s evaluation/valuation process.

Patient Engagement: Engages in a warm genuine way that demonstrates mutual respect and value; fostering an environment of inclusion and trust that honors the well-being, individuality and dignity of all patients.

Patient Communication: Communicates in a courteous and professional manner while maintaining eye contact and using appropriate language.  Adapts to the patient’s pace and needs, avoiding interrupting the patient, or ignoring and disregarding the patient to complete personal activities or conversations.

Patient Experience Critical Behavior Checklist

 This checklist was created based on basic service behaviors identified by patients and family members that reflect impressive customer service and is intended to be used in conjunction with the job specific/work goals set on the planning evaluation/valuation form to assist with providing an accurate impression of staff performance/work goals. Download checklist here (Internal link)

Materials Reinforcing Ideal Interactions

Strength Spotters 

May be used to encourage employees to go above and beyond by recognizing the best in each other. 

Building Positive Experiences Through Language: Words That Work 

A reference tool  to assist in creating a positive experience through language. 

Patient & Family Story Telling 

A great way to help staff feel more connected to the patient experience.

    • Consider starting each daily huddle or staff meeting with a staff member sharing a patient story
    • Invite patients or family members to meet with staff and share their story.
    • Have staff participate in experimental learning and spend time shadowing a patient; allowing them the opportunity to see the experience through the eyes of a patient.  Following the shadowing session have the staff member reflect on the experience by sharing with the team.

Use the Data

    • Patient satisfaction, complaint, and grievance data can be used as the basis of discussion regarding the patient experience with staff and/or Patient & Family Advisory Councils (if you have one). 
    • Review data and set targets for improvement.  Once the target has been met and sustained for a period of time, incentivize your team (e.g. pizza party, cake)

Service Recovery

When problems occur, provide staff with latitude to act without fear. Consider the tools to support your service recovery efforts. Click here to see Service Recovery options (internal link).

Hiring "Right"

Getting the best person for the job is about more than just technical skills. Consider use of the HR Talent Acquisition Team to help find the best candidates. 

Institutional Learning Opportunities

OPE is available to partner on initiatives targeted to improve overall patient experience and satisfaction.