promoting behaviors that strengthen a culture of safety rebecca saavedra, edd vice president...
TRANSCRIPT
![Page 1: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/1.jpg)
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
![Page 2: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/2.jpg)
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.
Rebecca Saavedra, Ed.D. September 25, 2015 2
![Page 3: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/3.jpg)
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.
Rebecca Saavedra, Ed.D. September 25, 2015 3
![Page 4: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/4.jpg)
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.
Rebecca Saavedra, Ed.D. September 25, 2015 4
![Page 5: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/5.jpg)
Keeping it in Perspective
Rebecca Saavedra, Ed.D. September 25, 2015 5
![Page 6: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/6.jpg)
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.
6Rebecca Saavedra, Ed.D. September 25, 2015
![Page 7: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/7.jpg)
Your Role as “the messenger”
Rebecca Saavedra, Ed.D. September 25, 2015 7
![Page 8: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/8.jpg)
Rebecca Saavedra, Ed.D. September 25, 2015 8
More than a Messenger!
You are an Influencer?
![Page 9: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/9.jpg)
The Science of Persuasion
Rebecca Saavedra, Ed.D. September 25, 2015 9
The Secrets
![Page 10: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/10.jpg)
Reciprocity
Rebecca Saavedra, Ed.D. September 25, 2015 10
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 11: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/11.jpg)
Scarcity
Rebecca Saavedra, Ed.D. September 25, 2015 11
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 12: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/12.jpg)
Authority
Rebecca Saavedra, Ed.D. September 25, 2015 12
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 13: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/13.jpg)
Consistency
Rebecca Saavedra, Ed.D. September 25, 2015 13
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 14: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/14.jpg)
Liking
Rebecca Saavedra, Ed.D. September 25, 2015 14
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 15: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/15.jpg)
Consensus
Rebecca Saavedra, Ed.D. September 25, 2015 15
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 16: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/16.jpg)
Influence Strategies
Rebecca Saavedra, Ed.D. September 25, 2015 16
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 17: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/17.jpg)
Science of Persuasion
Rebecca Saavedra, Ed.D. September 25, 2015 17
Secrets from the Science of Persuasion by Robert Cialdini & Steve Martin
![Page 18: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/18.jpg)
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.”
18Rebecca Saavedra, Ed.D. September 25, 2015
![Page 19: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/19.jpg)
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.
Rebecca Saavedra, Ed.D. September 25, 2015 19
![Page 20: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/20.jpg)
Rebecca Saavedra, Ed.D. September 25, 2015 20
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?”
![Page 21: Promoting Behaviors that Strengthen a Culture of Safety Rebecca Saavedra, EdD Vice President Strategic Management, Co-Chair Professionalism Committee September](https://reader036.vdocuments.net/reader036/viewer/2022062409/5697c0081a28abf838cc6b67/html5/thumbnails/21.jpg)
Tap into the Passion
Rebecca Saavedra, Ed.D. September 25, 2015 21
or