“I don’t get to spend enough time with top leaders. The organization has grown so large that I no longer have the access I had, and I feel I can’t share my big ideas about ways to improve.”
“We have employee engagement surveys, but they’re too infrequent, the information is dated and the working groups change by the time we can see the results. We want to work on “continual improvement” but our information won’t support this. We’re stuck. “
“Why do we have to have infrequent surveys that have stale questions? Why can’t we collaborate on the questions, conduct shorter surveys more often, and use technology more effectively?”
-And elsewhere in the healthcare organization:
“I want to know right away when my patients are thrilled and when they are angry, not two or three weeks later or months later when feedback trickles in via email or paper. And I can’t easily tie the response to a caregiver shift or team or set of circumstances. There’s no context. It’s very frustrating not to be able to address issues when they first pop up, and are simple to fix with a few adjustments or quick communications.”
“I can’t see what’s happening in real time below the first level of my management team. I need something that gives me a daily pulse, both in patient feedback and in caregiver team engagement”
What are some of the take-aways from these discussions?
a) Caregiver teams, managers and patients have a common interest in driving better quality, better employee engagement and better methods of feedback. They have just not had the tools to manage this process in real time (always “looking in the rear view mirror”) with a unified view of all factors.
b) All parties recognize the value of more current, (optimally something closer to real-time) information to drive continual improvement efforts
c) It is widely recognized that the current feedback “systems” are broken, outdated and provide stale and relatively non-actionable data. Universal recognition that today’s feedback systems suffer from the “Yelp” effect (extremes), and at any rate are out-of-date and disjointed – all “looking in the rear view mirror.”
d) Patient feedback coupled with caregiver team engagement level (in real time) is the last missing factor in service quality assurance in healthcare. Until now, there has been no simple and “fun” solution to this vexing issue. Everybody wants it—patients, caregiver teams, healthcare organizations and payers. Now it is here.
And for Gary Hamel and having reached the limits of the industrial age’s improvements? We think he is spot-on. We’re moving on to what’s possible with the tools and behavioral customs in our new digital and mobile age. Lots of room here.
What do you think?