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In hospitals, where patient experience is important and quality of care is non-negotiable, a subtle yet profound practice has emerged as a catalyst for positive change: Executive Leadership Rounds .
This powerful initiative, often overlooked amidst the hustle and bustle of hospital operations, holds the potential to support the transformation of HCAHPS patient experience scores, breathing new life into the patient relationship while driving operational excellence.
In this post, we delve into the critical importance of how sustained leadership rounds positively impact HCAHPS scores and patient satisfaction, improve staff satisfaction & retention, and contribute to improving care outcomes.
Executive Leadership Rounding is a purposeful approach, allowing senior leaders to connect directly with staff.
Through meaningful interactions, these rounds encourage open communication, empathy, and accountability, leading to improved staff satisfaction and retention along with a clear and objective understanding of staff improvement priorities.
We will navigate the multifaceted landscape of Executive Leadership Rounds by covering the following:
Leadership Rounds is a dynamic practice in hospitals that brings leaders, staff, and together.
Leadership Rounds are designed to create a space for open conversations between leadership and staff, shared understanding, and everyone taking responsibility.
The primary objective of consistently having executives receive direct feedback from staff is to ensure that the staff has the tools and support needed to deliver exceptional patient care and provide a high-quality patient experience.
Leadership Rounds involve leaders talking to staff directly, on a routine basis.
When leaders engage with staff in a caring way, it boosts their morale and engagement.
By understanding this link, healthcare professionals can see how Leadership Rounds contribute to better patient care and higher HCAHPS scores.
It is unlikely to consistently improve and sustain patient experience without hardwiring the Executive Leadership Rounds process.
In this section, we'll give you clear and practical advice on how to make Leadership Rounds work well in your hospital setting.
We'll break down the steps you need to take and share the best ways to do it. By following these strategies, you can make sure that Leadership Rounds become a natural and seamless part of how your healthcare team operates.
Our goal is to help you turn this idea into a successful reality that benefits both your staff and your patients.
Picture a workforce that stands united, firmly supported by your leadership team.
The practice of leadership rounding, a responsibility primarily shouldered by senior leaders, proves to be a pivotal driving force in establishing this cohesive support network.
The participation of key figures such as the CEO, COO, CNO, CMO, CFO, and leaders from HR, Finance, and IT is indispensable.
Delegating this task is not an option. While some executives will initially resist, it's important to be clear about the substantial returns from an engaged staff.
The key outcome is to be sure that frontline staff have everything they need to deliver superior care and experience.
Leadership rounds extend far beyond the realm of nurses and physicians. It's imperative that the practice encompasses all departments, from housekeepers to security officers, accountants and beyond. Allow all employees to be heard.
The scope of rounding should encompass not only patient care areas, but also non-patient departments, and outpatient locations. This acknowledges the value of all staff to the hospital mission.
This inclusivity is fundamental to cultivating dedicated staff who consistently contribute to an unparalleled patient experience, exceptional quality of care, and a heightened commitment to safety.
“We are seriously stretched for resources, how much time are we talking about here?”
Have your senior leaders allocate 45 minutes each week.
Build it into their calendars.
One department per week.
Now, when you involve five leaders, you're looking at reaching 20 departments in a month. Naturally, this figure will shift based on the size of your hospital, but you catch the drift.
A crucial point to emphasize is the completion of all assigned rounds. It's imperative to ensure that this commitment is met.
To streamline the process, pre-assign the departments and establish a well-structured schedule. It's worth considering automation to avoid any scheduling hiccups.
Make sure to incorporate nights, evenings, and weekends into the rounds as well.
Incorporating technology is a non-negotiable aspect of this endeavor.
Utilize smartphones for optimal convenience, eradicating any "I don't have the necessary materials" excuses.
Implement automated scheduling, follow-up procedures, and reporting mechanisms.
The advantages of full automation are substantial, especially when presenting the concept to senior executives.
Partial automation leaves the process susceptible to breakdown due to a lack of transparent effort tracking, potentially succumbing to an overwhelming influx of paperwork.
Speaking generally, effective initiatives often falter due to a lack of structure. For this reason, to ensure a lasting impact for your executive leadership rounding, creating a structured process is imperative.
Our recommended Executive Leadership Rounding process is a structured methodology that embodies the essence of MBWA (Management by Wandering About), but adds an element of organization to it.
Creating a uniform rounding structure prevents the variance of individual questions and observations. Without structure Senior Leaders will stick to their comfort zones.
Begin with Closed-Ended Questions to Generate Open-Ended Discussions
Mandatory conclusions derived from observations and discussions should be an outcome of these rounds. The starting point is to get to a Yes/No or Pass/Fail conclusion. Study #7 The “If Yes” Technique below to see how this generates meaningful open-ended discussion.
Lastly, do not avoid known difficult issues in the process. Questions about staffing levels and availability of necessary tools should not be shied away from.
Here is a Sample of the Executive Leadership Checklist to give you an idea of the process.
Educational support plays a crucial role in optimizing the outcomes of senior executive rounding, a facet often underestimated.
Contrary to common belief, many hospital executive leaders lack the requisite training or coaching for this type of rounding.
While individual styles may vary significantly, fostering a shared understanding through structured guidelines significantly amplifies the potential impact of rounding efforts.
Below is a list of leadership guidelines and coaching tips:
