Leadership in healthcare was a pervasive theme at annual conference
Healthcare administrators from around the country attended The Association for Medical Imaging Management (AHRA) annual meeting this month. Multiple learning sessions were offered for attendees to join and listen to their peers. A common theme throughout the sessions was the importance of leadership.
Chris Blackmore delivered the AHRA keynote combining humor, magic, and healthcare. He explained the importance of good leadership allowing team members to act, instead of react. He also made the connection that when managers provide knowledge, they also provide encouragement. Blackmore left attendees with this call to action: “If not me, who?” Leaders need to inspire their teams and set an example for them. If they won’t do it, who will?
Community Hospital of the Monterey Peninsula (CHOMP) shared how they are putting leadership in healthcare in action. Eric B LoMonaco BS, CRA, RT(T), spoke about achieving 24/7 excellence in healthcare. The Affordable Care Act of 2010 (ACA) requires hospitals to provide patients with the opportunity to complete a Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.
According to Radiology Business, the HCAHPS measurement criteria includes communication with nurses and doctors, responsiveness of hospital staff, pain management, communication about medicines, cleanliness and quietness of hospital environment, discharge information and overall rating of hospital.
One of the main challenges that organizations face when providing the HCAHPS survey for patients to complete is that it is potentially sent several weeks after their visit. CHOMP initiated a program, called Excellence 24/7, to close the gap.
Excellence 24/7 began in radiology, and has since spread to several other departments. Patients are given several methods to provide real-time feedback. Survey cards are located in easy to reach areas and handed to patients. Patients also can provide feedback via a QR code scanner, email address, or phone number. The different channels are designed to appease all ages.
The pervasive multi-channel feedback program provides:
- Instant communication initiated by the patient
- Anonymity for the patient
- Instant service recovery opportunities while the patient is still in the building
- Instant rewards for staff who exceed expectations
- Instant concerns are documented to share with staff for corrective action
LoMonaco emphasized that making feedback channels easy and available at the time of a visit enables the hospital to address many issues or concerns instantaneously. He also stated that in order to make positive changes, first leaders and staff need to care about what is negative. By making instant and positive changes, attendees can carry out their duty as a leader in healthcare. LoMonaco also reminded participants that, “what is not measurable is not fixable”.
Another form of leadership is “servant leadership”, serving people in their deepest time of need. David Fox, MBA, FAHRA, discussed the topic and why it is best suited for healthcare. Fox emphasized that our humanity leads people to the healthcare profession. Leaders in healthcare find satisfaction in experiencing the great rewards and significant challenges that the industry brings. Healthcare professionals are, by nature, servant leaders. He also underscored the points that leaders are made, everyone can improve their leadership, and leadership is important!
AHRA 2017 has come to a close, but the importance of leadership in healthcare and improving patient care lives on. We look forward to seeing you at AHRA 2018 in Orlando!
Did you miss the Carestream Health booth at AHRA? Visit our website to see the innovative imaging products we showcased!
Meghan Hayes is a member of the worldwide marketing team at Carestream Health. She has a Master’s Degree in Public Administration with a focus in Healthcare Management.