Jim's Blog

Healthcare Leader Rounding for Results

June 2017

A few years ago, the Commonwealth Fund noted that “if health care providers want to deliver patient-centered care, they must include the patient’s voice in their measurement and improvement processes.”

The challenge is that most inpatient experience decisions are based on post-discharge survey results or anonymous surveys.

This presents a number of problems, including:

  1. the data coming from a small sample with unknown motives
  2. no associated survey relating to the observations of family members and visitors
  3. the impact of bias relating to factors such as stress and social influence that are difficult to accurately account for
  4. lag time between discharge and survey completion

A cloud-based rounding approach solves the current shortcomings and helps facilities exceed patient expectations.

The best systems are easy to access on any device, easily integrated into staff communications (i.e., the right people get the right alerts at the right time), and provide a way to close the loop (meaning issue mitigation is documented in the system).

Leader rounding helps everyone in the organization monitor quality and drive focused performance improvement. When the process is easy and compelling, the staff will get excited.

In our experience, we’ve even seen HR staff members BEG to participate in the rounding process. That’s tremendous since it gets everyone focused on the right operational target — the health and welfare of patients.


About Jim Hill

Jim is the founder and CEO of Organizational Performance Systems.

Previously, Jim was a Marine Corps officer and an executive with Sun Microsystems. He is a past president of the International Society for Performance Improvement (ISPI).

He holds degrees from The Ohio State University, Webster University, and Averett College, and he received his doctorate in human and organizational performance from the University of Southern California.

His book, Giving Away Power, was published in 2013.

He is the 2016 recipient of ISPI’s Distinguished Service Award.

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