20: Creating a culture of safety
Creating a safe environment for patients and staff is crucial, both physically and psychologically. Physical safety includes structural integrity, equipment safety, and protection from workplace violence. Psychological safety ensures that team members feel comfortable raising concerns in a culture free of bullying, intimidation, and incivility, fostering open communication and respect.
21: Reviewing outcomes and developing action plans
Healthcare leaders use both leading and lagging indicators to measure outcomes. Leading indicators, measured daily, predict future performance and guide decisions. Lagging indicators, reported monthly or quarterly, reflect past results. Together, they provide a full view, with leading measures offering foresight and lagging ones providing hindsight.
22: Ensuring compliance with regulatory / accreditation
Regulatory and accrediting bodies are key partners in patient and employee safety. Healthcare leaders must stay updated on standards, helping teams understand the reasons behind processes. Prioritize safety through readiness and compliance. As a leader, you're the beacon of safety, ensuring standards in care delivery and operations.
23: Creating a culture of compassion
A culture of compassion benefits patients, teams, and healthcare professionals. It fosters a caring environment, improves outcomes, builds trust, and enhances the experience for all. In a demanding field, compassion strengthens care quality, reduces stress, and promotes a resilient, supportive healthcare community.
24: Delivering exceptional patient experience
A patient's experience in your team's care affects their recovery, health, and well-being, as well as impacting their families. Patients form beliefs about their safety and the organization's values based on these experiences. As a leader, you set the standard. Embrace your role by modeling exceptional care and experience for those who depend on you.
25: Leveraging service recovery for process improvements
Service recovery means addressing patient concerns promptly, turning negative experiences into positive ones and building trust. Resolving issues in real time prevents escalation and improves safety. It also promotes continuous improvement, encouraging team members to report issues and engage in problem-solving.
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