Some Things You Would Do Differently Fred Lee Some Things You Would Do Differently Fred Lee.

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  • Some Things You Would Do Differently

    Fred Lee

    If DisneyRan YourHospital You Would...

    3 Key PremisesWe have reached the ceiling in how much we can improve patient satisfaction scores with our current approach.We cannot go from good to great in patient perceptions by copying and deploying what they do at service companies like Ritz-Carlton or Nordstroms. Culture is driven by management systems, not workers or values.

    If DisneyRan YourHospital You Would...

    Table of ContentsFocus on What Cant be MeasuredMake Courtesy More Important Than EfficiencyRegard Patient Satisfaction as Fools GoldMeasure to Improve, not to ImpressDecentralize the Authority to Say yesChange the Concept of Work from Service to TheaterHarness the Motivating Power of ImaginationCreate a Climate of DissatisfactionCease Using Competitive Rewards to Motivate People Close the Gap Between Knowing and DoingIf Disney ran your hospital you would

    If DisneyRan YourHospital You Would...

    1.Focus on What Cant Be Measured

    If DisneyRan YourHospital You Would...

    On MeasurementNot all that can be counted, counts. And not all that counts can be counted. -- Albert Einstein

    The most important figures one needs for management are unknown and unknowable(invisible also used)What is the value, for instance, of the multiplying effect of a happy customer and the opposite effect from an unhappy customer(or the) Loss from inhibitors to pride of workmanship?-- W. Edwards Deming, Out of the Crisis, p. 122

    If DisneyRan YourHospital You Would...

    MeasurementOutcomesPerceptionsClinical FinancialSatisfied Loyal fanGood to Great

    If DisneyRan YourHospital You Would...

    PERFORMANCE IMPROVES Total Quality OutcomesPerceptionsImpact of PI on Total QualityAnalyticalSkillsEmotionalSkillsTalent

    If DisneyRan YourHospital You Would...

    You cant manage perceptions in the same way you manage outcomes.Objective, MeasurableCreated by teamsMap and study process stepsImprove technical competenceZero defects thinkingBased on what you doEliminate carelessnessSubjective, ImpressionsCreated by individualsTake action -- just do it!Inspire attitudes and behaviorsBest possible thinkingBased on what you sayEliminate avoidanceOutcomes (left brain)Perceptions (right brain)80% of our PI scores80% of our PS scores

    If DisneyRan YourHospital You Would...

    2.Make Courtesy MoreImportant Than Efficiency

    If DisneyRan YourHospital You Would...

    1. SafetyCourtesyShowEfficiencyDisneys Quality Priorities

    If DisneyRan YourHospital You Would...

    PERSONAL EXAMPLESPersonal efficiency vs. AccessibilityJob efficiency vs.Saying yesProcess efficiency vs.ResponsivenessHow do you make courtesy more important than efficiency?

    If DisneyRan YourHospital You Would...

    Paradox: Customer First is More EfficientResults in overall organizationalinefficiency Results in overall organizationalefficiency & teamwork unit efficiency firstcourtesy firstinternal focusunresponsivecompete for resourcesexternal focusresponsiveshare resources

    If DisneyRan YourHospital You Would...

    3.Consider Patient Satisfaction Fools GoldWilderness Lodge

    If DisneyRan YourHospital You Would...

    In Commercial BusinessesResearch on satisfaction showsOn a scale of 1 to 5, people who mark a 4 are six times more likely to defect to the competition than those who mark a 5.Harvard Business Review, Nov-Dec, 1995

    If DisneyRan YourHospital You Would...

    Why is it so hard to raise our scores?+2+1 0 -1 -2 -34Meeting expectations = 0Satisfied = 0Satisfied patients have no story to tellHampton Inn, huddle

    If DisneyRan YourHospital You Would...

    Its the same as zero!Neither good nor bad.

    Patient satisfaction is a fools gold.

    If DisneyRan YourHospital You Would...

    Singing our praisesCaring, Cared, Cares +32Kind, kindness +24Compassionate +15Help, helpfulness +15Comfort, comforting +13

    Friendly +8Professional +9Attention, attentive +7Concerned +6Listens +4

    Loving +3Sweet +3Respect +3Quick +3Polite +3Patient +3

    CommittedWarmUpbeatGenerousSoftnessPleasantSupportive

    CheerfulInformativeCompetentEfficientProficientPromptHardworkingCourteousUnderstanding +2Thoughtful +2Knowledgeable +2Smiling +2Bedside manner +2Empathy +2

    Tender +1Takes time +1

    SensitiveReassuringSelflessGentleNiceConscientious

    If DisneyRan YourHospital You Would...

    HireRequireInspire431 & 25FireStaff MotivationPatientEvaluationStaff PerformanceThe Three Levels of CareJudyCourtesyCompassionCompetence

    If DisneyRan YourHospital You Would...

    CourtesyCompassionCompetenceIncompetenceRudenessIndifferenceEnemyis not..This is aboutThree enemies of caringJudgingAvoidanceCarelessnessEnemyIsWhat I FeelWhat I SayWhat I Do

    If DisneyRan YourHospital You Would...

    6.Change the Concept of Work from Service to Theater

    If DisneyRan YourHospital You Would...

    Disney is not a service and neither are we.CommoditiesExtractGoodsMakeServicesDeliverExperiencesStage O V E R T I M E Since 1900Joe Pine, The Experience Economy The progression of economic valueEntertainment?

    If DisneyRan YourHospital You Would...

    Theater is about life comedy and tragedy.Hospital:Meeting the emotional needs of a family suffering a tragedy together.

    Disney:Meeting the emotional needs of a family to have fun together.A hospital without compassion is like Disney without fun.

    If DisneyRan YourHospital You Would...

    Focus on the patients experience, not our serviceCompanies stage an experience whenever they engage customers, connecting with them in a personal, memorable way.They actually occur with any individual who has been engaged on an emotional, physical, intellectual, or even spiritual level. The result? No two people can have the same experience period.

    B. Joseph Pine II, The Experience Economy

    If DisneyRan YourHospital You Would...

    At the Wilderness Lodge Think Disney experience, not just department or hotel service.Think patient experience, not just department or hospital service.Or

    If DisneyRan YourHospital You Would...

    Our Service Or Their Experience?Depends on the emotional needs of the patient.

    If DisneyRan YourHospital You Would...

    THE DIRECTOR:Start by describing the experience you want the guest to have (see, hear, and feel) and how to make each scene memorable.Cast for the talent to play the role called for in the guest experience, rather than just the skills to do a job.Clarify each persons role in creating a memorable experience and get their commitment to their role.Borrowing from Theater

    If DisneyRan YourHospital You Would...

    THE ACTOR:Actors learn how to be real by becoming emotionally engaged with their character.Actors rely on sense memory and imagination to become real in their role.Borrowing from Theater

    If DisneyRan YourHospital You Would...

    Acting is not pretendingEric Morris, No Acting, Please (first sentence)

    Acting is the art of creating genuine realities on the stage. No matter what the material, the actors fundamental question is: What is the reality and how can I make it real to me?

    Acting must come from a real place.To paraphrase

    Care giving is the art of creating genuine realities on the hospital stage. No matter what the event, the caregivers fundamental question is: What is the reality of this patients experience, and how can I make it real to me?

    Compassion also must come from a real place.

    If DisneyRan YourHospital You Would...

    Theater changes the service paradigmFrom patient satisfaction to a fan with a story to tell

    From just being courteous to engaging the guest

    From our service excellence to their memorable experience

    If DisneyRan YourHospital You Would...

    Theater changes the service paradigmFrom hiring for the skills to do a job to casting for the talent to play a caring role in the guest experience

    From teaching body language to teaching acting principles(being real through imagination)

    If DisneyRan YourHospital You Would...

    Knowing how is not the problemLike losing weight, our problem is not with knowing how. When we want to enough, we figure out how and learn by doing.

    Our problem is with being committed enough to do what it takes every day, and do it permanently, not just in short bursts of inspired energy.

    If DisneyRan YourHospital You Would...

    W. Edwards Deming might addWhat is the value of a committed ensemble of care givers who have become compassionately engaged in the patients experience?

    **If Disney Ran YourHospital, you would...**If Disney Ran YourHospital, you would...*If Disney Ran YourHospital, you would...*If Disney Ran YourHospital, you would...*

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