Page 5 - TriHealth FY17 Year in Review

TriHealth Way of Serving
Our Signature Patient Experience
Measurement & Customer Feedback: Understanding, an cipa ng,
ac ng on & exceeding pa ent & customer expecta ons
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TriHealth Unique Nursing Experience:
∞ Leader rounding on every patient
04 Elevating Internal Customer Service:
∞ Bedside shift report ∞ Individualized care &
patient comm boards ∞ Hourly rounding
∞ Nursing safety
huddles
∞ Physician o ce
room & round
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Service Recovery 08 Turning Service Breakdowns
into Moments That Matter:
Empowering team members with authority to act as service owners
Transitions
of Care
∞ Discharge calls as part of care and service model
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07
Engaged Team Members
∞ Customer service
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Lasting Impressions:
∞ AIDET
∞ AIDET+ the Promise
team in each area ∞ Bright Ideas
∞ Peer Interviewing
Supporting the Signature
TriHealth Way Patient Experience
∞ Managing up
∞ Key words at key
times
05 Always Behaviors
TriHealth Signature Patient Experience
In FY17, we introduced the TriHealth Signature Patient Experience, starting with the implementation of the Patient Call Center, as well as the roll out of Nurse Leader
Rounding, Always Behaviors and Lasting Impressions (AIDET +the Promise). This work is already contributing to sustained improvements in patient satisfaction – and regular comments from patients that “things are di erent and better at TriHealth!”
Always Behaviors: Our Values in Action
All TriHealth team members - over 12,000 - signed the commitment to our “Always Behaviors,” and we see our Values in Action everywhere! Take a look:
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