Employee Engagement Affects Outpatient Satisfaction (Established Leaders Session)

Outpatient satisfaction scores for Fluoroscopy were the lowest in the department. One of the biggest opportunities was "Staff explained things". Knowing that both the teammates and the APPs explain the procedure, we asked the team in weekly huddle what they thought. No one had any ideas how they could explain things differently. However, a teammate shared her frustration about a different issue and offered a possible solution. This one suggestion dropped our no show rate 30% in the first 2 months, and allowed the department to not miss out on potential revenue for the scheduled patients. Then the outpatient survey results started to climb. The teammate shared that many patients did not understand what they were scheduled for and appreciated having the opportunity to ask questions before arriving. Patients now show up on time, and our outpatient survey results continue to climb. We now know ahead of time if patients tell us they are not coming for the appointment, allowing better facilitation of the inpatient orders into the daily schedule. Teammate engagement has increased, and they are not afraid to offer solutions when they escalate concerns. This session will review the ongoing LEAN training that leaders at our facility receive. We will also review the LEAN tools used for this project to support teammate engagement.

Speaker: Jennifer Kirkman, MHA, RT(R)(VI), CRA