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This organization cares about its customers.
Survey Domain:Organization
Survey Theme: Quality/Customer Focus
Understanding the Issue: The first step is to understand the issues behind the survey performance scores. Unless you are absolutely sure that you understand the issues related to a particular survey item, the best place to start is identifying them, and the section Understanding Issues can help you do so. The activities described in Understanding Issues can be used for any of the survey items. Make sure you know what is behind your low score before you begin acting.
Improvement ideas:
Perceptions of what has, or has not, improved will often be unit-based. When assessing results, employees' perceptions will be based on their understanding of what improvement goals were set and what the expectations are for specific outcomes. Therefore, goals and expectations must be clearly communicated.
Work through resistance or anxiety about changes by identifying specific concerns and how to handle them. With the current emphasis on budgets and greater efficiency, employees may translate staffing, resource, and other changes as detracting from good care and service. It is important to explain changes in the context of "why this is happening" and have dialogue about the intent behind the changes.
Share positive stories about patient feedback and/or employee actions that went above and beyond. In addition to those actions recognized by the organization, you may hear more about special programs or actions taken with patients, families and other employees that demonstrate the organization's overall concern for their welfare. Pass this information along to your employees regularly.
Identify, as specifically as possible, what employees mean by "caring" and what caring looks like in action. Have this discussion within your department, across the organization, and among leaders. During the discussion, have them envision what a caring organization would be doing.
Recognize that, in clinical settings, autonomy and professionalism are critical elements for optimal patient outcomes, as well as collaborative practice and Magnet designation. To ensure broad awareness and understanding, care providers, nurses, aides, technicians and therapists should be involved in setting goals, making improvements, assessing progress, and reporting periodically on goal progress. Involving care team members will help demonstrate that the organization cares enough to listen and involve staff in doing what's best to improve quality.
Look for previous solutions that were never implemented. Perhaps, in the past, issues regarding care for some customers or customer groups have been acknowledged and solutions identified but not implemented. Often when employees give unfavorable responses to quality items, they are expressing their frustration with the lack of implementing high-quality care and service improvements.
Recognize and reward employees who suggest changes that result in improved quality and customer care. Acknowledge them publicly or in other ways they may prefer.
Be a role model. Look for ways to improve quality and customer care. Be sure to implement your ideas.
Implement in your work unit a zero-tolerance policy for disrespecting or not valuing any customer or customer group.
Avoid the appearance of disrespect for anyone or any group of customers. Respond politely, maintain professionalism at all times, avoid telling jokes or making offhanded remarks that could offend others, and apologize promptly if you make careless comments.
Be alert for anyone who shows lack of care or disrespect for any customers or customer groups. If the offending person works for you, coach them on the expected proper behavior. Model the behavior you expect from others.
(MI 80)