Servant leadership puts people first. As a servant leader, then, it’s important to value relationships and work to build bi-directional trust. It’s crucial to work on relationships by actively listening with empathy and awareness, and caring about what’s happening in other people’s lives.
In episode #7 of PX Space, Linda Robinson, MDM Healthcare’s VP of clinical excellence, talked to Bon Secours Mercy Health’s Director of Nursing Practice and Education, Allison Schlinkhert, on the topic of relationship-based care. This can transform nursing culture by improving both staff and patient satisfaction as bonds strengthen throughout the healthcare organization.
The well being of healthcare staff is a vital part of the equation—giving them the time, attention, and care they need and deserve—with cared-for staff able to provide crucial patient education and contribute significantly to patient satisfaction.
Scratching Below the Surface
Allison’s team is composed of nurse professional development practitioners. They support multiple units, which can be challenging as they strive to give the same support to each one. So, Allison encourages them to communicate and relate to each operational leader that they support, showing “genuine interest” every two weeks or so.
Additional ways that Allison’s team shows support to nurses is by going on rounds for newly hired nurses during their first year of employment. This includes nurses who are new to a healthcare organization even if they aren’t new to the profession. Allison’s team brainstormed this priority before March 2020 and, once the pandemic developed, this has become a core element of their activities. During rounds, nurses can share successes, discuss barriers, identify gaps in education, and more.
This support can help healthcare organizations to retain nurses in their facilities, which helps to address the nursing shortage and allows nurses with more experience to be on the patient floors. Nurses have a safe space to decompress, learn, discuss, and rejuvenate.
Another program, “Call to Shine,” is an internal digital recognition board where people can praise nurses, associates, and more. It’s a chance to uplift healthcare workers in personalized ways. Because this program awards participants points, they can literally get rewarded for their hard work and dedication. Allison’s team also provides a mentorship program to further support managers, nurses, and more.
Leveraging Technology
Increase Patient Engagement and Satisfaction Through Journey PX
As Linda Robinson points out, technology can dramatically improve nurses’ working conditions. This can allow them to optimize their time as they provide patient education and care, particularly clinical and bedside nurses. They’ve been incredibly stretched thin since COVID began and, as the linchpin of the healthcare system, it’s crucial to provide them with the resources, mentorship, and support that they want and need.
At MDM, we are dedicated to transforming the healthcare system through innovative technology with Journey PX. This patient engagement solution leans down clinic workflows and automates the process of patient education. It offloads non-clinical tasks, offers patient room video connections, and more.