Tools
Physician First Impression Tool
A good first impression by a physician reduces patient anxiety and sets the stage for the entire patient experience.Leader as a Coach Self Test
Leader as a Coach Self Test. Use this tool as an assessment in developing the leader's role as a coach.Audio Video Checklist
In preparing for upcoming LDIs this AV checklist will assist in making sure all the right equipment is requested before that important date.Ranking High-Middle-Low Performers - Differentiating Worksheet
The first step in preparing for high-middle-low conversations is to categorize your staff into high, middle, and low performance groups.
Rounding and Thank you Note
Behavioral Based Interview Questions
Behavioral based interview questions are effectively used during the peer interviewing process and employee selection.
These questions are used to match candidate strengths to critical job competencies and use past behavior as a predictor of future success.
Moving On Up
Who are the low performers in your company? How will you know when they have reached the next level of performance? And what does that elusive goal—"high performance"—actually look like? Quint Studer, who helps his clients become high-performance organizations, says the following chart will answer those questions. It helps you put your low performers in context with everyone else...and provides an inspiring picture of what they could bring to your company.Physician Preference Cards
This toolkit provides overview of the Physician Preference Card. The Physician Preference Card is one tool that addresses all of the four physician satisfiers and hardwires a process that opens up communication with our physicians. When properly implemented, the physician and patient receive more connected quality care and service, we have taken action and personal suggestions to increase the physician's efficiency, the physician has provided input on what things are most important to them, and the physician knows we appreciate and value them.
Cascade Organizational Goals Effectively
See samples of how 2004 Malcolm Baldrige Winner Robert Wood Johnson University Hospital Hamilton cascades quality and patient satisfaction goals from a VP to a nursing unit tech.Cost of Turnover Worksheet
Use this tool to calculate turnover in the end-of-life care industry.Discharge Report
This Discharge Report is a tool developed by an organization in Colorado to improve their patient's perception of care of the discharge process.
The patient is asked a series of questions which prepare them for their discharge from the unit and for the upcoming call they will be receiving after they are home.
ED Triage Protocols
By starting care when the patient is triaged, patients feel they are being cared for promptly. They will be less likely to leave if their blood has been drawn or x-rays have been done. They will also be less anxious and more comfortable.Employee Opinion Survey
Access the employee opinion survey. This is a survey our leader development experts use to conduct interim checks on employee opinion and identify what is going well, and what can be improved.Flip n' Tell
Flip n' Tell is a presentation tool to use to provide consistency in information communicated across the organization.Health Care Prayer
Use this prayer to open or close any LDI or session. HML Scenarios
How to Use Studer Group’s Leadership Needs Assessment Survey
The Leadership Needs Assessment Survey should be conducted annually to assess leadership needs. It is a support tool for designing targeted training.Must Haves SM
This Must Have tool is an Acrobat Reader document converted from a PowerPoint presentation. It shows the difference between good and great when looking at implementing Must HavesSM.One On One Meetings
The emergency department at Advocate’s Good Samaritan Hospital in Downers Grove, IL, a level 1 trauma center, sees 46,000 patients per year. Communication is key. One way that ED Manager Lynn Polhemus ensures alignment and hardwires communication is by meeting individually once a year with each of her employees. Patient Care Model
Patient Perception of Care: What to Do if Your Scores are Low
This measurement tool focuses on the data and process to make a positive change in the patient's perception of care.
It is not meant to create a miracle or increase the patient's perception of care overnight, but it is way to change the course of action and focus on the data and processes to make a positive change.
Physician Hospital Quality of Life Comment Survey
Engage physicians by asking about their quality of life and then taking action on priority items and communicating progress. Here are two sample surveys courtesy of Jay Kaplan, MD, FACEP to quickly and easily get physician feedback on satisfaction with key aspects of practicing both in the hospital and in the physician practice.Physician Satisfiers: Got Chart
Got Chart is to use when calling physicians for increased efficiency.Pillar Agenda Templates
We have created two agenda templates to allow you to facilitate a more structured meeting on your journey to service and operational excellence.
One provides an agenda by pillar format and the other provides a seven step meeting process and pillar template. Both use the same foundation and offer different ways for you to communicate to busy staff members.
Pocket Reminder Cards
Everyone in Sacred Heart’s ED carries a pocket card to maintain alignment on organizational priorities that impact patient satisfaction.Rounding 101
Nine simple steps to getting started.Rounding Log
The Rounding Log is used as a tracking tool to help hardwire Rounding for Outcomes and provide consistency in the organization.
Team Meeting Guidelines: "Rimmerman's Rules"
Dr. Rimmerman, who leads the patient satisfaction team of the Heart Center at Cleveland Clinic Foundation (CCF), developed a set of meeting guidelines affectionately called "Rimmerman's Rules."Thank You Note Grid
The thank you note grid was created to help hardwire the process of sending thank you notes to employees.Tough Question Exercise
This exercise is designed to develop leader skills to answer the tough questions they receive from their staff.Work Day Assessment Tool
The Workday Assessment provides a tool whereby a leader can obtain a status of employee satisfaction and morale at any point in time.
A leader can use this assessment tool to set the stage and connect with their employees, implement an immediate morale survey and follow up on results to build awareness and employee dialogue.