Step 3 – Rinse, Lather, Repeat.

You’ve come to the end of the three-part series that simplifies the improvement of your hospitals patient scores – and all without a master’s degree or ridiculous gimmicks.

We started learning more about less.  Finding out where the problems exist reveal that most of your department is doing great and does not need any fixing.  Good for you.  This is the toughest step – and a real paradigm shift for most leaders.  One sheet of paper replaces reams of reports – one sheet of paper tells the story you never got before.

When you knew the problem you could focus on it when you took it to the street.  By including the people who do the work – getting and acting on their ideas and having daily discussion on progress and posting scores for accountability, you finally saw real and meaningful change.

Now, for the part that most executive leaders miss – or skip, or ignore, or get distracted with something else and never get to.  Rinse, Lather, Repeat.  The best advice you can get from a bottle of shampoo is the last step in patient satisfaction improvement.  After you begin seeing meaningful change, start over from scratch – begin again – start with the data and learn more about less, then take it to the street, then . . . .   You guessed it.

This is the step you’ve been missing the whole time.  This is the step that creates what you have wanted from all the nonsense you’ve been spending your money on all this time installing and encouraging gimmicks and other crap that has just meant meager changes and longer contracts with a worthless vendor.  Yes, this is where you create a culture of “sustainability”.

Yes, you read that right – a culture of sustainability.  When you stop what you’re doing, start over and rediscover the next issue, you are instilling a process of constant review and therefore improvement.  This is a spiral upward – improvement, review, improvement, review.  Soon you will move to new departments and floors – because in the first unit you have people who are experts.  People that can walk the talk.  You’ve create a model of success.

Congratulations.  If you need help with any of the steps, give me a call.  239.595.1780.

We’ll talk more.