This checklist was created based on basic service behaviors identified by patients and family members that reflect impressive customer service. Download checklist here (Internal link)
Patient Experience Critical Behavior Checklist
Suggested Job Specific Categories for Performance Planning Evaluation Form
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.
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.
Materials Reinforcing Ideal Interactions
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, incentives your team (e.g. pizza party, cake)
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).
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
- Michigan Medicine Human Resources Audio/Video Resource Library
- HR Learning & Professional Development
- Lynda.com – Customer experience learning modules
- Beryl Institute – Learning bites, videos, & webinars. (For assistance with password protected Beryl resources, contact OPE.)
OPE is available to partner on initiatives targeted to improve overall patient experience and satisfaction.