Mission:

To  help our healthcare client develop processes to create a patient-centric organization with strong teams that work together as a productive, unified force to deliver quality patient outcomes and satisfaction, patient friendly services, improved inter-departmental communications, safety and risk reduction, and better financial results.

Description of Market Offering:

• Healthcare Customer Services;
• Team Effectiveness and Alignment;

Process of Market Offering:

Assessment -

SL&A conducted at least 25 individual meetings with complete staff cross-section and all shifts.

Planning -

We used the rules from The Six Fundamentals of Success, Stuart R. Levine’s international best-selling book, as the foundation of our process to enable nursing and non-nursing departments to improve teamwork and enhance customer service which results in higher ratings of patient satisfaction.  The six fundamentals are: Make Sure You Add Value; Communicate Up and Down, Inside and Out; Know How to Deliver Results; Conduct Yourself and Your Business with Integrity; Invest in Relationships and Gain Perspective.

Implementing & Aligning -

SL&A facilitates meeting with unit team members to share assessment results and to develop project and assign leaders.  Each unit discusses its goals/challenges, establishes project objectives and timetables that is shared with management and develops an implementation charter which identifies team member roles, specific objectives and identified metrics, meeting  schedule timetables and communication.  A structure is set for team to meet on regular basis to encourage progress.  A high level scope document is created.

Small groups have two meetings to develop a Project Plan.   SL&A provides initial guidance on implementation of projects.  On going communication meetings are held with small groups presenting their Unit Project Plan to Senior Executives and Steering Committee.

Develop leadership -

SL&A runs Six Fundamentals condensed training class for small group participants and select Steering Committee members.   SL&A works with Project Leaders and team to remove barrier and achieve results.  SL&A trains key Project leaders and team members in meeting facilitation and in coaching skills.  Kick off meetings are held as well as Recognition meetings.