Learn how Stoughton Hospital improved patient communication with the RELATE model

Date: 12/29/2009
Success Story
Stoughton Hospital – Stoughton, Wisconsin
 
Learn how Stoughton Hospital improved patient
communication with the RELATETM model.
 
Baptist Leadership Group has partnered with this 69 bed hospital since 2006.  In that time they have implemented evidence-based accountability strategies, tool and tactics including goal setting and alignment, standards of performance, service mapping, peer interviewing, employee forums and communication boards, the Daily Line-Up, consistent and purposeful patient rounding, and publishing patient satisfaction scores on a monthly basis, and they have experienced remarkable performance results.
 
Mid-2009, Stoughton embraced our evidence-based solution RELATE in order to immediately address a dip in patient satisfaction scores.  RELATE - Reassure, Explain, Listen, Answer, Take action and Express appreciation –assures consistent, meaningful, two-way dialogue with patients and their families at every touch point during their hospital experience.  Using our train-the-trainer model for sustainable implementation over time, six trainers were certified as RELATE facilitators.  Then, an additional 350 employees were trained to deploy RELATE across Inpatient floors and the Emergency Department. With their proactive, no excuses approach, Stoughton saw tremendous and immediate results in patient satisfaction.
 
Deployed RELATE on Inpatient floors:
  • Dropping patient satisfaction scores from the 90th to the 70th percentile at an otherwise high performing organization
  • Patient feedback about the persistence of ineffective communication with patients and families
Results:
  • Immediate 24 percentile point increase in patient satisfaction
  • Improved overall perception of the Inpatient unit
 
Deployed RELATE in the Emergency Department:
  • Static patient satisfaction scores in the low 90th percentile, which were good results, but not showing any improved changes at an otherwise high performing organization
  • Patient feedback about the persistence of ineffective communication with patients and families
Results:
  • Immediate increase to high 90th percentile in patient satisfaction
  • Improved overall perception of the Emergency Department
 
 


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