Exceeding Expectations

ksbpulseUncategorized2 Comments

On February 25th KSB Management spent the day in a training session at the Comfort Inn.  We call these our Leader Development Institutes (LDI’s)  One of the sessions was a Q & A.  I invited all of our leaders to ask any questions that were on their minds.  
Dave Ginn, Information Systems Director, asked the following:
“We’ve spent much of the day talking about exceeding expectations.  What can we do to exceed your expectations?”
Great question Dave.  Here was my response:
“At the annual employee meetings my presentation centered on KSB continuing its journey towards being the best hospital in America.  The first step is to know the key metrics in defining “best”.  Moving forward we will identify key indicators, know how the best hospitals are performing, and conduct a gap analysis to show where KSB is and where we want to go.  The key areas we will focus on will be patient satisfaction, employee and physician satisfaction,  clinical quality, financial strength, and growth.”
One of the focuses of our administration will be to develop a dashboard that will be used to quickly show where we stand.    
Most importantly, I fully understand that exceeding the expectations of our patients and their families begins not in the board room, but in the patient room.  I hope to introduce creative ways to improve communication throughout our system, and it all starts by listening to the 1,000 + voices of our KSB family.
Stay tuned…
-Dave

2 Comments on “Exceeding Expectations”

  1. I agree that patient contact in the exam/therapy room is at the heart of patient expectations. However, it is important to remember that often the patients first impression is formed in their initial phone call, or in their first contact at the reception desk. Difficulty or a questionable experience at that level can cast a shadow or doubt about the entire system…even before the patient gets to the provider.

    Also, problems do occasionally occur at all levels. No one wants them but they can happen. I have always felt that the way a business/medical office handles problems can say a lot about the quality of the business. Expectional correction of a problem can turn a negative situation into a positive message in that patients life….an in the message they then carry out to the public.

    Finally, we should all remember that every employee of KSB is a representive of the organization. A lot of positive contacts at subtle levels all add to the overall experience and impressions people form…whether they are patients, family members, or visitors.

    People expect exceptional interactions with professionals. But, the overall experience at every level can play a big role in their final impression of KSB.

  2. Bill Hudson is correct, every job in the organization is vital to its success and the success of the pillars.

    Studer reminded of this by mentioning at NASA that the night Janitor's goal and job duty was to put a man on moon…Likewise with us here to provide the best possible healthcare to our patients and community.

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