Our emergency department kicked off a new arrival process a few months ago and there are some things that need to improve. When we only focus on what is not working well, then we may create negativity among the group and lack of participation and engagement. I sent this outline to our CNO to consider using for the meeting…..it went very well and created a commitment to improve.
A proposed agenda for the Arrival Process Discussion:
State – The arrival process kicked off in October and
we need to discuss what is working and not working so
we can make the entire team stronger and achieve the
ultimate goal of improving the patient satisfaction scores.
State the key areas on the survey that are asked.
Address the group:
1-Discuss what is working well Ask each person to give an individual report from their perspective
from their own department first – each person shares (This will help avoid blaming/finger pointing – build relationships instead of drive more distance between them)
2-Discuss what is not working well. Each person shares from their perspective from their department first, then observations from other departments
3-Discuss the desired improvements to improve the team aspect Individual report on what their department needs to do differently.
Customize this outline for your team so the next meeting is positive and productive
