Promoting Behaviors that Strengthen a Culture of Safety

Rebecca Saavedra, EdDVice President Strategic Management,Co-Chair Professionalism Committee

September 25, 2015

Texas Alliance for Patient Services

Objectives

1. Understand the importance of patient advocacy in safety, quality and improving the overall patient experience.

2. How to Influence and persuade those around you.

3. Define the components of a constructive “tough” conversation

4. Define the elements that keep you energized.

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Improving Patient Experience

41% of Patients say that the Patient experience is the most important factor when choosing a hospital.

Patient experience is a clear differentiator in attracting and retaining patients

Improving quality and safety leads to better patient satisfaction

and better outcomes. It is the right thing to do.

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Addressing the Gap in Patient Centered Care

The health care system must shift to a focus on patient-centered outcomes.

Patient advocacy is a central driver of all aspects of quality improvement & patient satisfaction.

The federal Affordable Care Act makes patient-centered care a major requirement along with an emphasis on the use of data, transparency, collaboration, and evidence-based medicine.

By 2020, estimates suggest that the U.S. will spend approximately $3 trillion on health care in 2015. Almost half of what the entire world spends.

While we rank 38th when compared with other development nations in terms of health care.

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Keeping it in Perspective

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Healthcare in 2030 By 2030 about one in three hospitals across the U.S.

will probably close, merge or reorganize into an entirely different form of health care service provider organization.

Home health care and self-care will grow dramatically over the coming decades.

Over the next decades, due to regulations, Internet-informed patients will become more active partners in the promotion of their health in partnership with their health care

The emphasis in health care will continue shifting to disease prevention, health promotion and wellness.

Mobile health (mhealth) technologies and mobile apps will prove extremely valuable in helping to prevent, treat and manage a wide range of health conditions.

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Your Role as “the messenger”

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More than a Messenger!

You are an Influencer?

The Science of Persuasion

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The Secrets

Reciprocity

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Scarcity

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Authority

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Consistency

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Liking

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Consensus

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Influence Strategies

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

Science of Persuasion

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Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin

How to Start a Tough Talk

1. Be Prepared. What do you want to achieve? Raise awareness.

2. Build and safeguard the relationship. Be friendly and professional. Don’t forget the important courteous social conventions.

3. Be direct. “May I give you some input, feedback?” “I need to discuss with you comments we received about your actions.”

4. Be real. “This is awkward for me but it is important that I let you know how this is impacting how patients perceive you…..., etc.”

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In the Middle, Stay Focused

1. Avoid personal comments. Separate the behavior from the person

2. Use “I” statements to communicate your feelings if needed

3. Validate statements whenever possible “That is a fair statement”

4. Don’t interrupt and if you are interrupted ..say, “Let me talk please I listened to you.”

5. Don’t be aggressive. Don’t point. Don’t raise your voice.

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How to Finish Strong

1. End discussion quickly; it is not a debate as to what occurred.

2. “I just wanted to make you aware.”

3. Express appreciation if you can. “Thank you for listening.” “I respect the work you do.” “Is there anything I can do?”

Tap into the Passion

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