پیاده سازی رهبران ارشد روزانه با استفاده از رویکرد رهبری تحول

Many health care organizations struggle to improve the patient experience. For many years, the leadership team of a central California hospital has attempted a variety of strategies to improve patient satisfaction, with minimal results. In particular, this leadership team's focus was on the Centers for Medicaid & Medicare publicly reported data in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores.1 Improvement measures have included patient experience committees, CARE (communication, attitude, respect, and education) classes for staff education, implementation of the nursing bundle, and leadership teams that weekly addressed scores and strategized improvements. Despite having a stable management team who are successful in meeting other goals such as financial, growth, and other quality targets, this team has been unable to generate a sustainable system to improve patient satisfaction scores. One challenge that the leadership team failed to solve was the necessary cultural shift needed, both in their staff and themselves, to improve scores. One recommendation that seemed promising to meet this challenge was using the transformational leadership approach to implementing a consistent practice of daily senior leader rounds. This method refocuses efforts on the most important factor in health care today: the patient. Whether the leader is a clinical director, the financial controller, or the head of housekeeping, implementation of senior leader rounds redirects time and energy to the patient, with amazing outcomes!