Hospital Staff

  • 7 Ways to Empower Hospital Staff Members

    Empower Hospital Staff Members Using These 7 Techniques

    How do you empower hospital staff members?

    In today’s healthcare world, most hospital staff members experience an abundance of stress - from an onslaught of new patients due to COVID-19, to strict new guidelines, to new health measures. A lot of people working in hospitals are also experiencing burnout.

    When staff members experience burnout, it has a direct effect on the patient experience.

    So how do we empower staff members to do their job, be positive, and improve the patient experience?

    We do it through empowerment. Here are seven ways to do it.

    7 Ways to Empower Hospital Staff Members Using the Empowerment Bundle

    1. Service Recovery

    When staff members work together to execute excellent patient care, the environment changes.

    All employees must make it a part of their daily practice to “mess up, fess up, and dress up.” When we make this a part of our practice, habits, and culture, it displaces the old behaviors and becomes our cultural practice.

    When we make a mistake, we have to be accountable for it and do our best to rectify it and learn from it. That’s what service recovery is all about.

    2. Six-Foot Rule

    In the days of COVID-19 and social distancing, all staff members must abide by the six-foot rule to keep a safe distance between themselves, other staff members, and patients.

    Following the six-foot rule not only respects the people and patients you are working with but shows them that the hospital is doing its part to protect patients.

    3. Managing Up

    Managing up means saying something significant about another caregiver when you hand them off to another patient.

    By doing this, the patient can rest assured that the staff member caring for them will do their best to provide the best service possible.

    4. Platinum Live-it

    The platinum live-it rule emphasizes the importance of following up. Whether you are following up with patients, other hospital staff members, a doctor, or another superior, doing so will improve the overall experience for both patients and staff members.

    5. No Pass Zone

    When you see an opportunity to help a fellow staff member or patient, do not pass it up. A culture of engagement builds off of teamwork. Do not pass up the opportunity to help someone in need.

    6. License to Silence

    Everyone is empowered to speak with a kinder, gentler voice, fix the noise, and honor and recognize quiet time, healing time, or hush time in the afternoons or evenings.

    Never underestimate the power of silence in patient care. A patient’s perception of silence is more important in the day than it is sleeping at night.

    As a caregiver, this is something you must always remember and practice.

    7. Freedom to Clean

    You are never too important to pick up something dirty on the floor, whether dirty bandages, dirty paper, or anything else. Think about how you keep your desk organized. Patients can see it, so it looks professional.

    With the freedom to clean, we all have the empowerment to clean as we go.

    Lead in the New Normal By Empowering Your Hospital Staff

    It’s not easy to lead in the new normal. The above seven best practices of the empowerment bundle can help improve patient satisfaction in a hospital during these difficult times. They can also improve the morale of all your hospital staff.

    By following all these best practices, everyone can train up. Everyone can be part of the solution.

    Reimagining Healthcare Engagement Summit

    In June, we hold a special one-day summit called “Reimagining Healthcare Engagement,” which will be 100% live streaming. Register to learn more about how to refresh the workplace through resilience, agility, and kindness.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos to help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    Are you interested in patient care? Check out these articles!

    Why Your Hospital’s Online Reputation is Important to its Success
    A Positive Attitude is Key to Great Patient Care
    Non-Verbal Communication is the Key to Great Patient Care

  • How to Improve Patient Feedback and Get Better Star Ratings

    How to Improve Patient Feedback and Get Better Star Ratings

    Consider this question: Why won’t patients give you honest patient feedback and tell you how they really feel about you while they’re under your care and control? Well, it’s because they’re under your care and supervision.

    Think about it this way: Do you ever bother complaining about the food in a restaurant? Most people don’t, because what might happen to that food on the way back from the kitchen? There’ll be a new, invisible, moist crust.

    Patients are very uncomfortable giving direct feedback. Nursing managers say this all the time, “I don’t get it. I talk with my patients, I ask how they’re doing, they say they love us, and then I get evaluation feedback, and they don't love us! What’s going on here?”.

    When it comes to direct patient feedback, most people won't give you the truth. People are not comfortable being seen as a troublemaker.

    Perception is deception. The way you think you’re doing may not be how your patients see you, which is why evaluations are so critical.

    Five Questions to Ask About Patient Feedback

    1. Do you know your latest patient satisfaction scores?
    2. Do you know how the scores have changed since the previous report?
    3. What are the top two things your patients say that you do best?
    4. What are your top two patient dissatisfiers? What upsets your patients the most?
    5. Do the people who report to you know the number one dissatisfier for their patients?

    These questions are critical to your success. If your hospital staff members don’t know the answers to these questions, then you won’t be able to move forward and improve your patient feedback or win back patients.

    It’s your role as a leader to educate your people to know and inspire them to care.

    “The speed of the leader is the speed of the team.”

    The Importance of Star Ratings

    Never underestimate the importance of star ratings. Consider the following:

    • A rating of 1 or 2 is a Zone of Defection.
    • A rating of 3 or 4 is a Zone of Indifference.
    • A rating of 5 out of 5 is a Zone of Affection.

    Star ratings are essential. When people are searching for services, they can filter their search by star ratings. If your hospital has a lackluster star rating or a poor online reputation, your patient intake will reflect this.

    Getting five stars means consistently meeting or managing patients’ expectations with kindness, care everywhere, which should always be the goal.

    A study done by PressGaney, the largest patient survey vendor in the United States, found that there is no profitability unless you’re rated a four out of four, which is five stars. It is very hard to have a positive margin if you don’t have a positive star rating, so keep that in mind.

    Good Patient Feedback Gets Your Hospital Ahead

    By engaging, shifting, and educating your hospital staff members to implement best practices, you can improve your patient feedback and star rating.

    A one-point improvement in your overall hospital rating equals a .4% profit margin increase. These funds can help your hospital get ahead. As the patient experience improves, operating margins improve, and nurse turnover goes down.

    The patient experience makes a difference, draws your people, and gives you a competitive advantage. By putting the right strategies in place to improve patient satisfaction, your hospital can reap the rewards.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos to help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    Are you interested in patient care? Check out these articles!

    Why You Should Be Promoting Your Hospital As COVID-19 Compliant
    The Importance of Having a Culture of Engagement
    How to Ask for a Referral in Healthcare: The Power of Patient Referrals

  • How to Lead By Example and Model Behavior in a Hospital

    How to Lead By Example and Model Behavior in a Hospital

    Do you know how to model behavior and lead by example? Have you ever wondered why there are certain leaders you just want to follow and do whatever it takes to get their approval?

    If you’re a leader in a hospital, it is critical to lead by example while doing your best to engage your hospital staff members and create patient satisfaction.

    But what is that secret sauce? How does one person influence and motivate others? 

    The secret sauce is showing kindness and care and the relationships you build.

    Strong relationships with hospital staff members help leaders get things done. But how do you model this behavior?

    You Lead By Example

    How you model your behavior determines how people see you. Remember: the speed of the leader is the speed of the team. 

    When you are kind to staff members, patients, and everyone in between, people will notice. Staff members, in particular, will start to model this type of behavior.

    What you know and care about, and what you do and care about, is what your people will do and care about. 

    By showing kindness and care to other staff members and patients alike, you can inspire the best in every employee. When you lead by example and model behavior full of kindness, your staff members will reciprocate this behavior, resulting in overall better staff satisfaction and patient satisfaction.

    If serving is below you, then leadership is beyond you. We need to be servant leaders and examples to the people that we lead. We must truly inspire them to do better. When we model good behavior, it affects everyone around us. It will create better engagement with staff members, which will result in greater patient satisfaction and higher star ratings.

    At the end of the day, kindness always wins. 

    "Example is not the main thing in influencing others. It is the only thing.” 

    Three Things to Consider When You Lead By Example

    When you lead by example, there are certain things you should consider. Here are three things to think about if you are a leader in a hospital.

    1. We are attracted to leaders who model relationship engagement. 
    2. The speed of the leader is the speed of the team. 
    3. Being an example is not the main thing in influencing others. It is the only thing. 

    Download the Operation Uplift Team Organization Charter Today

    To empower you in your focus to appreciate, nurture, and support your caregiver heroes, download a copy of Custom Learning’s Operation Uplift Team Organization Charter

    The charter includes an assessment tool and dozens of best practices to improve morale, attitude, and self-care. It also addresses COVID fatigue and retention and includes a reference library of our Caregiver Heroes videos, TED talks, recommended reading, and more. 

    Our next tutorial in this is “Lead With Purpose.” 

    Now let’s go spread kindness care everywhere. For more information on this topic, please visit our YouTube channel at https://www.youtube.com/user/Customlearningsue

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints in today's workplace and have customized microlearning videos to help you gain the necessary skills to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    Are you interested in patient care? Check out these articles!

     

  • How to Lead With Purpose and Value

    How to Lead With Purpose and Value

    Do you lead with purpose? 

    Are values and purpose things that you bring with you to work every day to inspire, motivate and encourage other hospital staff members?

    What is all the fuss about values and purpose, anyway? And how important is it for leaders to talk about values and purpose?

    Well, there’s a reason why most successful leaders leverage purpose as such a powerful force for good. Here’s why.

    Why is it So Important to Lead With Purpose?

    When it comes to the patient experience and patient satisfaction, value and purpose trump all.

    "People don't buy what you do. They buy why you do it.”

    —Simon Sinek

    Actions speak louder than words, but the reasoning behind the action always resonates with people.

    Remember: people don't buy action. They buy the reason behind the action. And it is the purpose behind the action that matters.

    We have to remember that a hospital setting isn’t retail. It’s not manufacturing, and it’s not agriculture either.

    In healthcare, we change and save people’s lives every day. We show compassion at the end of people’s lives, and we touch people’s lives. We need to remind people why this is so important. 

    Kindness Care, Everywhere

    Our vision at Custom Learning is: “Kindness care, everywhere.” It is a healthcare leader’s role to remind people not just of this vision but also to stress the importance of creating relationship-based cultures of healing kindness. 

    “When you understand the why any how is possible.”

    —Friedrich Nietzsche

    When we lead with purpose and lead by example, we instill the values of giving. We give to others, and we also help others. That is our purpose as healthcare leaders and healthcare professionals.

    When we give to others, we share our love, kindness, and support. We show others that through kindness, anything is possible. With these core values and concepts in mind, we can empower and support both patients and caregiver heroes every single day.


    Three Key Ideas to Live By in Healthcare 

    Healthcare workers should strive to live by these key ideas every day:

    1. People don’t buy what you do. They buy why you do it. Make sure you make it clear. 

    2. When you understand the why, any how is possible

    3. “We make a living by what we get, but we make a life by what we give.” 

    Download the Operation Uplift Team Organization Charter Today

    To empower you in your focus to appreciate, nurture, and support your caregiver heroes, download a copy of Custom Learning’s Operation Uplift Team Organization Charter

    The charter includes an assessment tool and dozens of best practices to improve morale, attitude, and self-care. It also addresses COVID fatigue and retention and includes a reference library of our Caregiver Heroes videos, TED talks, recommended reading, and more. 

    Our next tutorial in this is “Lead By Wandering Around.” 

    Now let’s go spread kindness care everywhere. For more information on this topic, please visit our YouTube channel at https://www.youtube.com/user/Customlearningsue.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints in today's workplace and have customized microlearning videos to help you gain the necessary skills to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    Are you interested in patient care? Check out these articles!

  • The Secret to Inspiring the Best in Every Employee

    Inspiring Employees is the Secret to a Hospital’s Success

    Inspiring employees is one of the best ways hospital staff members can ensure five-star service and great patient reviews.

    But how do you do that?

    It can be extremely difficult working in a hospital environment, particularly in today’s world. Most hospital staff members are experiencing burnout from COVID, and some staff members aren’t even getting the support they need from their leaders.

    The best way to get great employee engagement is to do it through your leadership. Inspiring employees is one of the most important things a leader in a hospital can do - but it’s not easy.

    How do you motivate employees who lack confidence and self-esteem?

    The answer may surprise you!

    Inspiring Employees is the Answer

    We all have crosses to bear, and for about 80% of us, it’s low self-esteem and constantly questioning and doubting our judgment and abilities. 

    “Love what you do, and you’ll never work another day of your life.”

    A lot of hospital staff members appreciate the privilege of serving others. They’re life-savers, and they work very hard, but not everybody loves their job or themselves, and that’s why we need leaders to do their best to inspire their employees. 

    If you want your people to perform like stars, you must first help them see themselves as stars. By inspiring employees, you can motivate them to live up to your positive expectations.

    By showing employees affirmations and demonstrating great values and behaviors, you can inspire them to grow, develop, and do their jobs to the best of their abilities. You can inspire them to love their jobs.

    A great leader helps improve an employee’s values, behaviors, professional habits, and practices. A great leader shows their employees the value they bring to their job. 

    A great leader believes in their people.

    Believe in Your People

    Hospital staff members are exposed to so much negativity. They need positive affirmations to help them get through their days. They need a leader who can inspire them through their actions.

    Here are tips on how to inspire employees:

    1. Love what you do, and you’ll never work another day in your life. 
    2. The challenge is not everybody loves their job or themselves, which is why we need you. 
    3. If you want your people to perform like stars, you must first help them see themselves as stars. 

    Download the Operation Uplift Team Organization Charter Today

    To empower you in your focus to appreciate, nurture, and support your caregiver heroes, download a copy of Custom Learning’s Operation Uplift Team Organization Charter

    The charter includes an assessment tool and dozens of best practices to improve morale, attitude, and self-care. It also addresses COVID fatigue and retention and includes a reference library of our Caregiver Heroes videos, TED talks, recommended reading, and more. 

    Now let’s go spread kindness care everywhere.

    For more information on this topic, please visit our YouTube channel at https://www.youtube.com/user/Customlearningsue

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints in today's workplace and have customized microlearning videos to help you gain the necessary skills to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.


    Are you interested in-patient care? Check out these articles!