Care Experience

A Comprehensive Approach

• Training(staff and managers)
• Validation (staff and managers)
• Reward and Recognition
• Coaching and CA

Training

• Offered to all staff during NEO
• Re-offered for any staff not meeting service expecations
• New additional trainings each year 2017 = The Art of the Apology

Validation

• Staff's service skills validated by manager within 30 days of new hire/transfer
• Manager's service skills and observation and coaching for service skills validated by Care Experience team within 2 months of hire/transfer

Reward and Recognition

• Staff recognized by manager based on patient compliments and stories, ASQ scores above max target, observed consistent service behaviors
• Staff recognized by LAMC leadership based on ASQ scores above max target, patient compliments and stories

Coaching and Corrective Action

• Staff coached by manager based on patient complaints, ASQ scores below min target, observed inconsistent service behaviors
• Contributing systems factors will be considered by manager
• Failure to meet service skills expectations may be addressed through Corrective Action process

Workflow

Documentation

Documentation

Job duties & POR

Performance Dialogues

• Departments with staff not meeting min ASQ score OR service related complaint attend
• Chief or Asst. Chief expected to attend
• Demonstrate evidence of service observations, coaching and CA for any staff not meeting min expectations

Care Experience Tips

• Be proactive, observe and implement plans prior to Perf. Dialogue - examples
• Be clear that services behaviors are not the same as efficiency or hard work behaviors - examples
• Own it. Leaders must believe that great service behaviors are possible and expect it of their staff. If you don't believe in it....