By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
Health Works CollectiveHealth Works CollectiveHealth Works Collective
  • Health
    • Mental Health
    Health
    Healthcare organizations are operating on slimmer profit margins than ever. One report in August showed that they are even lower than the beginning of the…
    Show More
    Top News
    How Not to Become a Victim of Medical Scams
    How Not to Become a Victim of Medical Scams
    December 22, 2021
    11 Ways You Can Care for Your Elder Family Members Health
    11 Ways You Can Care for Your Elder Family Members Health
    April 6, 2022
    How Can Brain Injury Lead To Dangerous Long-Term Effects?
    How Can Brain Injury Lead To Dangerous Long-Term Effects?
    August 30, 2022
    Latest News
    Managing Your Health After a Worksite Accident
    December 8, 2023
    Biohazard Cleanup: The Importance of Proper Disposal and Containment
    December 2, 2023
    Medicare Helps Seniors, and People with Disabilities & ESRD
    November 27, 2023
    The Link Between Allergies and Sinusitis & Strategies for Relief
    November 27, 2023
  • Policy and Law
    • Global Healthcare
    • Medical Ethics
    Policy and Law
    Get the latest updates about Insurance policies and Laws in the Healthcare industry for different geographical locations.
    Show More
    Top News
    Doctors on Google: Manhattan Research Survey 2012
    July 23, 2012
    HealthCare’s Need for Transparency Goes Far Beyond Pricing
    December 10, 2012
    Medicare Payments to Providers Are Carved, Sliced and Chopped by Sequestration
    March 25, 2013
    Latest News
    Automation in Pharmacovigilance: A Double-Edged Sword
    November 15, 2023
    What Does Science Say About Modern Health Practices?
    November 12, 2023
    Harnessing the Power of Email Marketing in Healthcare
    October 26, 2023
    10 Proven Strategies to Level Up Your Health Business
    October 25, 2023
  • Medical Innovations
  • News
  • Wellness
  • Tech
Search
© 2023 HealthWorks Collective. All Rights Reserved.
Reading: Huddle for Excellence In Healthcare Delivery
Share
Sign In
Notification Show More
Font ResizerAa
Health Works CollectiveHealth Works Collective
Font ResizerAa
Search
Have an existing account? Sign In
Follow US
  • About
  • Contact
  • Privacy
© 2023 HealthWorks Collective. All Rights Reserved.
Health Works Collective > Policy & Law > Global Healthcare > Huddle for Excellence In Healthcare Delivery
BusinessGlobal HealthcareHospital AdministrationMedical InnovationsTechnology

Huddle for Excellence In Healthcare Delivery

Christopher G. Fox
Last updated: 2015/08/13 at 4:37 PM
Christopher G. Fox
Share
6 Min Read
SHARE

The question “would you recommend us to a friend?” has become ubiquitous. Across industries, including healthcare, businesses ask this question to capture a simple metric. called the Net Promoter Score℠, which measures how actively your best advocates would speak for you.1 For medical practices and hospitals, it offers a simple way to gauge sentiment about the patient experience.

The question “would you recommend us to a friend?” has become ubiquitous. Across industries, including healthcare, businesses ask this question to capture a simple metric. called the Net Promoter Score℠, which measures how actively your best advocates would speak for you.1 For medical practices and hospitals, it offers a simple way to gauge sentiment about the patient experience.

But despite its familiarity, the Net Promoter metric amounts to little if providers fail to use it to learn about the factors that erode patient experience and thereby find ways to deliver better care. Net Promoter thought leaders Fred Reichheld and Rob Markey of Bain & Company have long advocated for a full Net Promoter System, in which organizations close the feedback loop by analyzing and addressing the root causes of low advocacy. For healthcare providers, care teams can adapt the mechanism of the huddle to do just that.

A huddle, also a common practice among care teams, consists in a short, daily meeting where a small team reviews its roster of patients to create an action plan for what each patient needs. More and more providers are using huddles to streamline care and adjust for already-stretched capacity.2 Huddles, as it happens, also are used by teams in loyalty-centric organizations.

Use Daily Huddles To Boost Patient Experience As Well As Care

As Rob Markey describes customer huddles in a recent brief, they “identify challenges or opportunities that have arisen based on customer feedback. Team members explore the issues, figure out what they can do about those issues in their own teams and determine whether they need help from others in the organization.”3

Here’s how you can use this practice among your own care teams:

  1. Appoint a “patient experience huddle master” to coordinate regular (no less than monthly) additional huddles focused on reviewing recent responses to the question “would you recommend?” This assumes that you are already asking “why” when your patients respond to the question.
  2. Have the patient experience huddle master highlight no more than three actionable root causes for discussion in a 30-minute session. For example, “I don’t like my doctor” may not be actionable, but “the desk clerk was rude to me when I checked in” is something you can address.
  3. Focus on solutions, not blame. Perhaps a change in workflow could alleviate office stress and allow more emotional bandwidth for welcoming patients, or perhaps clinical staff could rethink their protocols for pre-consultation screening questions. The possibilities are vast, which is why your huddles should include people from multiple functions to achieve maximal perspective.
  4. Appoint a single champion for leading each improvement. The champion’s job level should not matter. He or she should act as an enabler of change, making sure the specifics of the change to the patient experience are clear, and that everyone involved in adopting that change can do so.
  5. Reassure all staff, clinical and administrative, that huddles are a safe space where they can identify causes and propose solutions without negative repercussions. As you implement the huddle process, you can disseminate clear rules of engagement that help people participate confidently and grow professionally as a result.
  6. From the C-level onwards, make sure people advocate the message that your organization is committed to trust and to learning at all levels. Talk the talk with regular executive communications that feature successes at the team level and transparency about organization-wide changes to patient experience metrics. If you use huddles effectively, that news is very likely to be good.
  7. Create incentives, from recognition campaigns to small bonuses, which show that you also have committed to walk the walk. You may find that as a result you increase not only patient experience but staff and physician engagement, as well.

Patient experience huddles allow you to meld two powerful techniques that improve care deliver and patient satisfaction, and as a result, forge stronger bonds with your patients. In a world of increasingly aggressive patient acquisition efforts, and where retail clinics are eager to snap up unhappy patients at the margins, the benefits to your organization have gone well beyond a mere “nice to have.”

References:

1. Measuring your Net Promoter Score℠. Net Promoter System℠. http://www.netpromotersystem.com/about/measuring-your-net-promoter-score.aspx. Accessed August 07, 2015.

2. Healthy Huddles. University of California, San Francisco Center For Excellence In Primary Care. http://cepc.ucsf.edu/healthy-huddles. Accessed August 12, 2015.

3. Markey R., Huddle Up! Bain & Company. http://www.bain.com/publications/articles/huddle-up.aspx. August 03, 2015. Accessed August 11, 2015.

The post Huddle for Excellence In Healthcare Delivery appeared first on Syncresis.

Sign Up For Daily Newsletter

Be keep up! Get the latest breaking news delivered straight to your inbox.
By signing up, you agree to our Terms of Use and acknowledge the data practices in our Privacy Policy. You may unsubscribe at any time.
Christopher G. Fox August 13, 2015 August 13, 2015
Share This Article
Facebook Twitter Copy Link Print
Share
Previous Article New Research Shows Surgery is Best Solution for Treating Type 2 Diabetes
Next Article Ireland Reveals Its Patient Stories

Stay Connected

1.5k Followers Like
4.5k Followers Follow
2.8k Followers Pin
136k Subscribers Subscribe

Latest News

Managing Your Health After a Worksite Accident
Managing Your Health After a Worksite Accident
Health December 8, 2023
How to Plan for a Dental Implant Procedure
How to Plan for a Dental Implant Procedure
Dental health December 8, 2023
weight loss
The Key Steps For Affective Weight Loss And Improving Health
Weight Loss Wellness December 6, 2023
Empowering Wellness: HBOT for Home Use Demystified
Empowering Wellness: HBOT for Home Use Demystified
Wellness December 5, 2023

You Might also Like

Medical Device Concept Development Paving the Way for Healthcare Innovations
Medical Devices

Medical Device Concept Development: Paving the Way for Healthcare Innovations

December 2, 2023
healthcare business website
Technology

Choosing the Right Domain Name for Your Healthcare Business

November 27, 2023
healthcare software development
Technology

Shaping the Future of Healthcare Software Development

November 23, 2023
Modern Health Practices
Medical Innovations

What Does Science Say About Modern Health Practices?

November 12, 2023
Subscribe

Subscribe to our newsletter to get our newest articles instantly!

Follow US
© 2008-2023 HealthWorks Collective. All Rights Reserved.
  • About
  • Contact
  • Privacy
Welcome Back!

Sign in to your account

Lost your password?