Canyons and Desert regions are achieving their target goals for Likelihood to Recommend (LTR) for the first time in 2022. Reaching this milestone of performance takes a significant amount of work and effort.
“The test of whether someone liked their experience at Intermountain comes down to one question: Would they recommend our services to a friend or loved one?” says Julie Wright, System Director for Patient Experience and Safety. “These scores signify more than a number, they’re people. They represent people who’ve been healed and lives saved. It’s the result of so many teams across the Canyons and Desert regions leaning in to make a difference one experience at a time!”
What is making the difference?
- Adopting Compassionate Connections behaviors to help patients feel safe, cared for, and respected
- Reinforcing evidenced based behaviors in our “Experience Bundles” (e.g. Hourly rounding, bedside shift report, etc.)
- Recognizing caregivers for consistently exemplifying Compassionate Connections and Experience Bundle behaviors because what gets recognized gets repeated
- Consistent rounding with caregivers and patients to understand their needs and remove barriers to delivering exceptional care
- Listening to patient feedback, engaging the team in finding solutions, and working together to make improvements related to key drivers
- Using huddles to coordinate and report on improvement efforts
- Improvements in Ease of Scheduling
Keep the positive momentum going
Intermountain’s Compassionate Connections site contains training and resources leaders and teams can use to improve patient experience no matter where they work.
- Learn together. Take the Compassionate Connections computer based training
- Collaborate. Join others in an OPE Office Hours session to learn and share insights, tools, and resources that will build patient loyalty and successful teams. Sessions are held twice weekly with the same content so you can choose the one that is most convenient for you.
- Celebrate. Use the Intermountain recognition portal to give a shout out to your team and coworkers who are doing a great job. Take time to express gratitude for how those around you make a positive difference for you, the team, patients, and their families.