Mission:

To help our healthcare client to develop and implement white boards that link to strategic goals, patient satisfaction expectations and Pay For Performance.  We collaborated with hospital leadership, 1199, nurse and physician management and staff to develop processes and train staff to improve inter-departmental communications and teamwork, manage patient expectations, and deliver patient-friendly services and care that resulted in improved patient outcomes.

Description of Market Offering:

• Leadership Development Training;
• Team Effectiveness and Alignment;
• Healthcare Customer Service;

Process of Market Offering:

Assessment -

Facilitated a dialogue between labor and nurse managers to discuss the advantages of white boards to improve patient care and satisfaction.

Planning -

An integrated labor/management team solution was developed involving hospital leadership, 1199, nurse and physician management, and staff.  Established staff- patient communication standards and scripts.  Collaborated with management to develop a White Board dashboard as a weekly measurement tool for nurse managers to evaluate metrics of success.  Established and implemented a weekly progress report update with the CEO to evaluate performance metrics and opportunities for development.

Implementing and Aligning -

Trained 392 staff throughout 17 units on staff-patient communication standards and scripts. This included weekly reports to Labor/Management to highlight progress, list deficiencies and provide recommendations to ensure effective training and accountability.

Develop Leadership -

Coached unit nurse managers on effective implementation of white boards for long terms sustainable results.  Engaged the Chief Medical Officer to conduct meetings with department chairs and internal physician groups to improve patient rounding and communication.  This program was part of building a culture of respect and promoting effective communication between patients, staff and management.