Many healthcare leaders I encounter want immediate solutions to poor HCAHPS scores. The truth is that the culture that has shaped the current situation took years to build and isn’t going to change overnight. There are, however, things that will give you early wins.
In my first book on service excellence, Customer Service in Healthcare – A Grassroots Approach to Creating a Culture of Service Excellence, I wrote about the importance of building ownership on the front lines. When people bring their own ideas to fruition, there is much greater success because they own it.
We recently sent our nurse coaches into an organization that was really struggling and helped them to form unit-based councils on their nursing units. In their first star rating HCAHPS report, they had only scored one star. I believe the nurses are going to change that. The transformation over six months was phenomenal. The nursing teams learned to set priorities, build engagement among their team members, and own the results. The pride they have in their successes is contagious and has fueled even more success.
Build ownership at the unit level and great things will happen.