Patient Engagement Coach Summary

The Patient Engagement Coach is a close partner and resource to you and your teams in your patient experience improvement efforts. Our mission is to create a patients first culture by coaching and supporting caregivers to provide exceptional experiences for the patient and family. One of the main goals for the Coach is to develop relationships, rapport and establish trust amongst the physicians and care providers. During our time in the Urology Clinic we have been observing, shadowing, rounding with staff and providers, and meeting with physicians on a regular basis to review performance, provide observation feedback, and advance action plans. As a resource, the Patient Engagement Coach has heavily relied on Leadership engagement and participation in Urology to implement patient engagement initiatives.

Patient Engagement coaching initially began in the Urology Clinic in March 2016. The initial phase of coaching consisted of

This evaluation consisted of positive strengths, effective techniques already being used by clinicians and constructive feedback. The constructive feedback that was given in regards to teamwork, was to implement daily timeouts at the beginning of the clinic day. This would allow for a quick 3-5 minute teamwork focused briefing on the clinic day ahead and to discuss any potential bottlenecks that may occur throughout the day. These clinic timeouts also help to ensure that the physicians know who their team members are for the day and help to improve staff working together. To focus on sensitivity to patients’ needs the physicians and caregivers were coached to be forward facing with patients throughout the duration of the appointment. This included allowing the patient to communicate concerns without interrupting, asking the patient “what other concerns do you have?” at the end of the appointment and apologizing to the patient directly for running