Rounding is a time honored tradition in healthcare. In many ways, “Going to Gemba” is more powerful and purposeful in healthcare than it is in other industries as it often involves encountering patients. We all know trust and care make a tremendous difference for the patient experience. But did you know these same traits can be leveraged to boost IT customer satisfaction and positively impact employee engagement? This session highlights best practices for rounding beyond patients and demonstrates rounding processes, expectations and techniques that IT departments must design to focus, fix and follow-up the most challenging EHR and other IT related clinician demands to deliver a premium IT experience.
Recognize the purpose of rounding for IT Services and role it plays in building loyalty and credibility
Formulate a value creating rounding process with the right balance of empathy and follow-through
Identify rounding techniques to boost user satisfaction, build trust and relationships and deliver a premium experience
Discuss ways to enhance tracking and follow up of incidents, enhancement requests and workflow issues