Filling Up With HEART

Team-Strength
Heart OnlyAs we head into the last week of January, Patient Experience reports that 434 staff members have attended a total of 18 sessions held in Easton, Cambridge and Chestertown locations.
According to Christine Clarke, service excellence coach/trainer for UM SRH, “The biggest session so far included 31 staff members at Dorchester on Friday, January 20. At all of the sessions, my fellow facilitators and I have been so impressed and inspired by the engagement and interest of attending staff from all departments at all levels. Everyone seems to be eager to share their own experiences and happy to learn from staff in other areas and departments. At the same time, we are all having having fun getting to know each other better.”

Team members filling out evaluation forms for their HEART session at UM Shore Medical Pavilion at Easton.
Team members filling out evaluation forms for their HEART session at UM Shore Medical Pavilion at Easton.

According to Susan Coe, senior vice president and chief experience officer, HEART sessions are being held various locations, days and times through March 31, 2017. “Every session needs to fill in order to achieve the goal of 100 percent completion by the end of March. If you have not been signed up for a session, please ask your manager when is the best day and time for you to attend,” Coe says.
Clarke and Coe also report that feedback regarding the content of the sessions has been overwhelmingly positive. Below is a sampling of comments:


“The most valuable component was doing the interactions with other attendees regarding listening and empathy. Nice to have a cross-section of employees and hear about situations they’ve been in. Good to be reminded to smile and make eye contact as we sometimes forget to do that on our busy days.” — LIse Robertson


“I got the most out of the part on how to handle patient complaints and how thanking the patient for taking the time to bring issues to management validates their feelings.” — Susan Henry


“The most valuable component to me was the importance of taking others’ feelings into consideration – you never know what others are going through.” — Susan Houchens-Howes


Other comments:

  • “I am glad to know that Shore Regional Health cares enough to help everyone achieve the same goal.”
  • Most valuable: “Having a usable tool that can be applied on a consistent basis with internal and external customers” … “Interaction with co-workers and learning together –everyone is held to the same standards” …. “learning how important empathy is — if you truly feel empathy, all of the other objectives fall into place.”
  • Good mix of presentation and discussion, the videos showed realistic examples.