Patients Come Second: Leading Change by Changing the Way You Lead
FINANCIALS COME THIRD
Paul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
In the wake of a poor patient experience, that patient will not be coming back the next time he or she gets sick, which means you just lost a valuable long-term customer—and probably the rest of the family, too.
Paul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
250k per patient x 4 family members = $1M per family1000 enrollees per provider x 250k per patient = $250,000,000 (250M) in lifetime patient revenue can be effected by a single provider!
Winners then receive awards and recognition—things like gift certificates and preferred parking spots (not just one, but five: one for each of the winners of that quarter’s PRIDE award).
Paul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
The longer you wait to make the decision, the more likely it becomes that the disease will spread. That means you have to act as quickly as possible when you know you have a problem child in the house. And that’s what makes it hard sometimes, because you’re not dealing with a department or something that’s widespread. It’s just one person. And if
... See morePaul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
By having the discipline to conduct the surveys regularly over time, we can analyze the patterns that emerge, patterns that can either give us reasons to celebrate progress or, on the other hand, to hit the pause button and find out where we’re beginning to go wrong. We can then target the areas where we receive the lowest scores and set about
... See morePaul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
Great employees, on the other hand, will find solutions with a smile on their face—saving the relationship and maybe even making it stronger along the way. The same principle holds true in health care. Whether you are purchasing a cup of coffee or having your hip replaced, your decision comes down to three elements: cost, quality, and service.
Paul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
ask a candidate about his or her favorite and least favorite experiences with former employers; the answers can tell you a lot about the person’s ability to be a caring coworker.
Paul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
Dr. David Feinberg, CEO of UCLA Health System, goes above and beyond to make real connections with his people. Every week, he invites random staff members to lunch, so they can share a meal as they share their opinions on their work environment and anything that will improve UCLA’s care of employees, patients, and families. It is part of a broad
... See morePaul Spiegelman • Patients Come Second: Leading Change by Changing the Way You Lead
“We are on a mission,” Paul will say. “If you don’t believe in that mission, we would like you to leave. And if you refuse to leave, we will hunt you down and root you out.” No more Mr. Nice Guy!