Case Study: Medical Team
Medical teams are just a few of the clients Red Shoe teamed up with. This case study is with a medical team within a larger hospital organization. Due to client confidentially we cannot disclose which hospital and or outlying facilities this team is comprised of.
See how Red Shoe was able to increase team engagement and raise patient satisfaction at the same time.
The Opportunity
This medical team is part of a large hospital group, which is a regional health provider. The medical team oversees the physical therapy area where their clients ranged from cancer patients, amputees, intensive care, and all other general physical therapy needs for clients who are being treated for acute and chronic conditions.
The leadership in this group did not want simply meet industry standards in patient care; they wanted to be the best. After some research we know to increase client (patient) satisfaction is to ensure this team is engaged, happy, and love what they do.
Lastly, the larger hospital group was ramping up for a merger (buy-out) where their organization was the one being purchased. Team engagement was an imperative to ensure quality of life at the job to retain the current team through the merger.
The Challenge
When you the leading medical institution, how do you excel in patient satisfaction best physical therapy service under the larger umbrella? How do you break into service awareness outside of the larger medical institutional umbrella? How do you increase client (patient) satisfaction within a policy and procedure driven industry?.
The Approach
The leadership asked Red Shoe to help in increasing client (patient) satisfaction through working with staff; increasing awareness, engagement, and empowering each individual to make decisions within their given section of responsibilities. This team comprised of marketing, sales, therapists, physicians, support staff, and leadership. Everyone participated in the facilitation and work to becoming the best in the industry.
Red Shoe implemented a weekly team meeting (45 to 60 minutes) where they participated in Red Shoe Roundtables™. Our round tables enable every team member to have a voice, share, and add value to the team in a meaningful ways.
Red Shoe implemented an assessment where each team member learned their individual strength in viewing and communicating with the world. This gives us a snapshot of strengths and how individuals view the world. We give team members tools to learn how to recognize other team members view of the world and articulate this view.
We then coached team members in real-time situations, empowering communication and decision making skills with clients (patients). Once barriers to communication were open we moved into real-time coaching scenarios.
Red Shoe took this team through Top4™ which is a core values exercise where individual team members find their core values. The team then creates their own Top4™ value chart just for their team.
The Results
Our team retention was 100% with no one seeking outside employment during the merger. Industry standard is *68% retention and an 80% retention for those employees who have extended contracts beyond the merger date.
Our team not only supported each other through the merger but excelled in client (patient) care. These teams’ areas of service were benchmarked against 500 other hospitals across the United States. The team sustained and benchmarked an average of 92% of service quality in all areas of service ending with a mean average of **97.27%.
