Domain IV: Actions and Recommendations

Domain IV: Actions and Recommendations

Action RecommendationsStrategy Development and ExecutionIt is recommended CPXP Candidates can:• Apply key elements for effectively and successfully implementing and advancing patient experienceand service excellence initiatives• Apply change management concepts and strategies and describe the role of leadership in creatingfocus, commitment, accountability and engagement across the entire organization to advancepatient experience and service excellence.• Identify and describe proven and emerging practices linked to patient experience and serviceexcellence outcomes• Maintain focus and demonstrate the ability to prioritize in the process of strategic development,planning and execution• Identify and describe effective facilitation strategies and practicesEmployee EngagementIt is recommended CPXP Candidates can:• Link the critical importance of effectively communicating vision, purpose and intent as an essentialdimension to successful employee engagement• Build effective employee relationships founded on mutual respect, trust, appreciation andinvolvement• Describe the association of an engaged employee and an organization’s ability to improve thepatient experience and service excellence• Identify strategies and approaches to improve employee engagement• Describe strategies for rewarding and recognizing employee commitment to improving the patient/family/resident experience

Development, Coaching and MentoringIt is recommended CPXP Candidates can:• Describe the benefits of coaching and mentoring for ongoing stakeholder and employeedevelopment• Identify coaching techniques and considerations which promote employee development indelivering excellence in patient/family/resident experience• Adapt leadership style based on a given situation and circumstance• Recommend and advocate for a variety of learning and development solutions that will buildemployee and leadership competency in delivering excellence in patient/family/resident experience

Domain IV: Actions and Recommendations

Resources

Primary Resources1. GE Change Management (CAP) Slideshare: http://www.slideshare.net/HomerZhang/ge-change-managementcap2. Health Care Leader Action Guide to Effectively Using HCAHPS. Health Research & Educational Trust.Chicago: March 2012. Retrieved on April 26, 2012 fromhttp://www.hpoe.org/resources/hpoehretaha-guides/8073. Simmons, S. & Fraser, C. (2012 August 21). Why hospitals don’t deliver great service. Retrievedon December 12, 2012 from http://www.gallup.com/businessjournal/156701/why-hospitals-dondeliver-%20great-service.aspx4. The Beryl Institute PX Body of Knowledge Course: Coaching and Developing Others. http://www.theberylinstitute.org/events/EventDetails.aspx?id=4655515. The Beryl Institute. PX Body of Knowledge Course: Employee Engagement. http://www.theberylinstitute.org/events/EventDetails.aspx?id=4351116. The Beryl Institute. PX Body of Knowledge Course – Organizational Effectiveness. http://www.theberylinstitute.org/events/EventDetails.aspx?id=4660837. The Beryl Institute. (2010 September/October). The four cornerstones of an exceptional patientexperience: focus, accountability, engagement, and commitment. Retrieved on May 14, 2016 from https://theberylinstitute.site-ym.com/store/ViewProduct.aspx?id=6093878. The Importance of Employee Recognition: http://www.cuttingedgepr.com/encourage-employee-recognition.htm