These posters were created to drum up excitement among staff in the hospitals about Humankindness Retreats that were held internally for all Dignity Health staff to participate within a 18-month period.
The objective of the patient experience portion of the brand goal for FY16 was to improve the experience of our patients and our brand alignment through a focused campaign on “listening.” The FY16 target level performance goals were to achieve 1 percent improvement in the average combined scores of inpatients, ED patients, and outpatients. Strategies for success in inpatient and outpatient included but not limited to: leadership rounds, service recovery; in the ED – the sustainability of the Dignity Health Way in the Emergency Department, use of comment cards, etc. In support of the goal and strategies, I:
- Published weekly patient experience newsletter that served as an information source (weekly reports our scores, patient stories, huddle tips, videos) to hospitals, and patient experience and communication leads.
- Created toolkit and supporting materials (measurement tools, videos) on leadership rounding.
- Created daily email reminders as part of "final push plan" in the two week leading up to the closure of goal period; talking point infographic sheets for the president's calls to hospitals.
- Created comment cards and supporting materials for Emergency Department and Outpatient; Increased awareness and education for service recovery among staff.
- Created communication materials (talking points, booklets, slides, emails) in support of the Peer-to-Peer in the Emergency Department and Leadership summits. Increased education among the Emergency Department staff on communicating with their colleagues.
The retreats were a part of a larger plan to fulfill the promise of humankindness. Dignity Health made a commitment by having all employees participate in the retreats. It was designed to provide a venue for our employees to talk about their own experiences, as well as to inspire acts of kindness, improve employee engagement, and ultimately build a culture that consistently delivers an exceptional experience for our patients.
By the close of FY16: 767 retreats were held; 48,000 employees participated; 180 facilitators and coordinators were involved in making the retreats a success. Retreat evaluations showed 94 percent of employees who attended retreats rated them as agree or strongly agree. In support of the retreats, I:
- Created training materials/slides for the facilitators to lead retreats and updated them every quarter.
- Developed a magazine for the retreat attendees every quarter
- Sent communication as retreats were completed in each service areas to: the area hospitals, and for publication on the intranet and System Update (organization monthly update).
- Distributed generosity store stories every month to system update, intranet, marketing leads to inspire acts of humankindness.
- Supported service area celebrations to honor the work of the facilitators and coordinators upon completion of the retreats by developing talking points, appreciation certificates, and cards.