Healthcare
Creating opportunities for operational improvements that can positively impact well-being in healthcare.
Patient or Client Care
First Contact
| Rated Statement |
Conversation Starter |
| New patients find it easy to join [org] |
Is there anything we could do differently to streamline the new patient process? |
| On first contact, I have all the information I need readily available to support them. |
Can you share an example of a time when a lack of information affected your ability to help a new patient? |
| It is clear what is expected of me when I first meet a new patient. |
Do you have any questions about what is expected of you when meeting a new patient? |
| I feel comfortable supporting new patients. |
Would anything help you feel more comfortable supporting new patients? |
Comprehensiveness
| Rated Statement |
Conversation Starter |
| I have the time to perform a comprehensive assessment when seeing patients. |
Is there anything we can do to free up more time to assess patients? |
| I have opportunities to care for patients the way I think is best. |
Is there anything you would like to do differently that would improve patient outcomes? |
| I have the help and resources I need to provide comprehensive patient care. |
Can you share a time when a lack of help and resources affected you? |
| The treatment we provide our patients is comprehensive |
How can we improve the treatment we offer our patients? |
| Patient rehabilitation is sufficient to avoid relapse and repeat injuries. |
What can we do to improve our patient rehabilitation practices? |
Coordination
| Rated Statement |
Conversation Starter |
| Our health services are well co-ordinated |
Are there any gaps in the integration of the care our patients receive? |
| I am able to communicate well with other health services. |
Is there anything we can do to improve our communication with other health services? |
| The systems and processes at [org] allow me to co-ordinate easily with other services. |
What is one thing that would help improve co-ordination in our systems and processes? |
| Referral processes to internal and external services are streamlined. |
How might we further streamline our referral process? |
| My physical workspaces allow me to perform my role well. |
What is one thing you would change about your work environment if you could? |
| There are always people available to help when there is a high patient volume. |
Are there any opportunities to automate things that are taking time to do manually? |
| The tools, technology, and equipment at [org] allow me to perform my role well. |
Is there any equipment or tools that need replacing or updating? |
Continuity
| Rated Statement |
Conversation Starter |
| I am able to establish trust with patients. |
What stands in the way of you building strong ongoing trust with patients? |
| I have time to ensure patient care plan is reviewed periodically as needed. |
How often are you able to review your patient care plans? |
| I am empowered to treat our patients in a timely manner. |
What stands in your way to get our patients treated within a reasonable time? |
| I have the time I need to meet the daily challenges I face. |
What is the one area/aspect of your job that you wish you had more time for? |
| During my workday, I am confident in my ability to personally connect with your patients. |
What would help improve your ability to personally connect with your patients? |
| During my workday, I am empowered to care for patients in a meaningful way. |
What would help you feel more empowered to care for patients in the way you feel is best? |
Operational Improvement Example
The following example highlights a common scenario in healthcare and how you might shape conversations around improving a specific process.
Discharge Process
| Rated Statement |
Conversation Starter |
| I am able to discharge patients in a reasonable time. |
How can we speed up the patient discharge process? |
| Patients treat me with respect when we are taking longer than usual to discharge them. |
Can you think of a recent example when you were not treated with respect? |
| I feel confident discharging patients efficiently. |
What support do you need to feel more confident discharging patients quickly? |
