• Tactic #1: Rounding for Outcomes – Rounding for outcomes is the consistent practice of asking specific questions one-on-one of staff and patients to obtain actionable information. It enables a leader to play offense, not defense.
Rounding on staff is the single best way to raise employee satisfaction and loyalty and ultimately attract and retain high performing employees. Rounding on patients improves clinical outcomes, promotes patient safety, and increases efficiency in the ER.
• Tactic #2: Key Words at Key Times – Use Key Words at Key Times in the ER so patients know why you are doing what you are doing, to be compliant with regulations, and to ensure consistency in communications to reduce patient anxiety and increase safety.
Use key words for pain, plan of care, and keeping patients informed (duration) since these match patient priorities in the ER. Choose a few key words and key times and then use them with every patient every time. Be relentless!
• Tactic #3: Patient Post-Visit Phone Calls – Post-visit (discharge) phone calls improve clinical outcomes, increase patient satisfaction and market share, reduce complaints, and decrease costly and unnecessary re-admissions. They save lives.
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