2016

Jun Jul/Aug Sept/Oct Nov/Dec Jan/Feb Mar/Apr

Champions Group Convened

Patient Advisory Focus Group Meetings

Care Team Coaching Resumes

Unexpected Workshop Sessions Begin

Train:Trainer Begins

Transition Workshops, Coaching

2015

Initial Workshops Completed

Training Designed, Videos Created, Champions Engaged

May/Dec

Internally led Coaching & Workshops

https://www.youtube.com/watch?v=dF8SGblP7-c

The perceptions, thoughts and feelings

that patients, families and visitors have

about everyone they encounter

and the care they receive

during their unexpected visit;

from the moment they arrive

throughout their care

- Regions Emergency Department

and even after they leave.

QuestionsListeningExplaining

Waiting

Treating as an Individual

Thanking

https://www.youtube.com/watch?v=8upe9t3XO_0

https://www.youtube.com/watch?v=7yxpw-Lqg8A

Maister, David; (1985) The Psychology of Waiting Lines. 1985.

Copyright 2017, DTA Associates, Inc.

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ED Overall Rating and Willingness to Recommend Percentile

Overall Willingness to Recommend Linear (Overall) Linear (Willingness to Recommend)