10/10/2016

Creating a Culture of Customer Service Kara Besst, President & CEO Gritman Medical Center

Welcome & Introduction

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Gritman Medical Center

Our Services

. 24 Hour Emergency . Cancer Resource Center . Cardiopulmonary . CCU/MSU/FBC . /Diabetes . Diagnostic Imaging . Dialysis Clinic . Clinic . Laboratory . Rural Clinics (Kendrick, Potlatch, Troy) . Sleep Center . Center . Wellness Center . Wound Healing Clinic

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Gritman Medical Center

• 331 Births • 1,310 Patients Admitted • 1,453 Hyperbaric Sessions • 1,502 Surgical Cases • 2,053 Wound Care Visits • 3,013 Mammograms • 7,570 Radiology Procedures • 9,317 ER Visits • 113,349 Lab Procedures

New Medical Office Building

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New Medical Office Building

. CHAS Clinic with added Dental . Services . Expanded Cardiac Rehabilitation . Diabetes & Clinical Nutrition Services

. 54,000 Square Feet

Creating a Culture of Customer Service

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https://www.youtube.com/ watch?v=cDDWvj_q-o8

Culture—A way of thinking, behaving, or working that exists in a place or organization (such as a business)

Merriam-Webster Definition

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Why focus on culture?

• Foundation for expectations, accountability and engagement • Leads to Engaged Employees • Better patient experience

Creating a Sense of Purpose

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Gritman’s Mission

To provide extraordinary care to improve the health of the people in our communities.

Gritman’s Vision

To be the leading provider of care in our communities and a recognized model for quality, service excellence and fiscal stewardship

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Target of Excellence

Identify Your Customers

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Why Focus on Employees?

• Happy Employees are 43% more productive • Hiring the right people • Standards of Behavior • Gritman Way Team

Gritman’s Values

• Compassion • Integrity • Collaboration • Accountability • Respect • Excellence

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Engage Staff

• Employees as Owners • Starting with the “Why” • Empower Staff to Improve Processes • Sharing Positive Experiences • My Inspired Sign

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Initiatives for Employee

• 10/5 Rule • Rounding on Employees • Thank You Notes • Managing Up • Rewards and Recognition • Communication – Weekly E Letters – Friday Flyer – Huddles • Standards of Behavior

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Develop Leaders

• Leadership Development • Studer Conferences • Emotional Intelligence • Crucial Conversations • Ongoing Education

Customer Service Initiatives for Patient • AIDET – Acknowledge – Introduce – Duration – Explanation – Thank You • Rounding on Patients • Whiteboards • Key Words at Key Times • Service Recovery

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Initiatives for Physicians

• Physician Engagement • Rounding on Physicians • Physician Liaisons • Communication – E Letters – Newsletters

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” --Maya Angelou

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Thank you

Questions

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