Improve Physician Patient Satisfaction Scores with Free Tool

September 24th, 2015


 Boost HCAHPS scores with a Physician/Provider Self-Administered Indicator Tool

 Dissatisfied with your patient experience scores?  We’ve been using a quick, effective tool to support physician-patient/family interactions. Providers use these indicators to identify their own beneficial (or detrimental) behaviors, using a coaching approach that encourages enduring change.

The recent IOM Report “Improving Diagnosis in Health Care” recommends cultivating communication and teamwork to minimize diagnostic inaccuracy. Being perceived by a patient as a safe empathetic care provider means that we have a much better chance of truly “knowing” our patient–and therefore less likely to miss the mark in treatment.  But many healthcare professionals remain unaware of patient connection best practices.

Using our complimentary tool, paired with a conversation with an outside expert, allows each individual to identify what routine communication alterations could improve their HCAHPS scores related to the questions

  •  How often did doctors treat you with courtesy and respect?
  • How often did doctors listen carefully to you?
  • How often did doctors explain things in a way you could understand?

Implementations Steps:

Download this free tool that’s based on experience working with 175 client organizations, boards, and executive teams and a panel of healthcare administration experts.

  1. Schedule a ½ hour webinar or live conference with Ruth Hansten (your outside expert) with your medical staff, Board, and/or quality committee.
  •  The webinar explains the research behind provider/patient relationships, neurobiology, and correlation with outcomes, such as patient compliance, to help convince skeptics of the impact of bedside/eye level interactions.  (Using an outside expert to explain the science behind the tool will decrease provider eye rolling and boost compliance.)
  • Email us at or telephone us at 360.437.8060 to schedule your webinar at special fall rates.

3.  Use the tool to follow up in tracking provider scores as each physician/provider self-assesses, self-corrects, and then measures improved results.

4.  Ask us to coach providers or executives through short term or longer term coaching engagements (contact

Physician_Provider Indicator Tool 3

“Ruth in the Room” Conference Call Open Dialogue December 10th

December 2nd, 2014


Ruth’s Back in the RoomRuth at Poster Session at AONE

Wednesday December 10, 2014

 By popular request, we have scheduled the next “Ruth in the Room” conference call forWednesday December 10th 2014, at 0900 Pacific, 10AM Mountain, 11 AM Central, 1200 Noon Eastern time zone.

 Please phone 712-775-7100, Access Code 515577# to join our conversation.

During the conference call, Ruth will discuss what she has learned working with nurses nationally over the last few months and open the conversation for dialogue and questions.

If you would like Ruth to address your specific healthcare delivery questions/concerns during the session, please send them in advance to Ruth Hansten via Ruth’s Email

The program will be recorded and made available for all those who would like to listen later.

We hope you can join us!

Bring your Coffee or Lunch to our Complimentary Dialogue

Below are a few questions Ruth has fielded in the last few months.

ruth teaching 004


Making Assignments: What’s wrong with having UAPs such as MAs or NACs reporting to multiple RNs?


Reporting Procedures: Why shouldn’t the NAs give report to each other solely, sift after shift, without involving the RNs?


Nursing Leadership at the Point of Care:

Why should I be held accountable for team members’ practice? Asking someone to help just takes too much time, I should just do it all myself.


Leaders as Coaches: How can I coach a team toward more accountability and connect them with outcomes? 



April 12th, 2019

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3 Compelling Coaching Questions about Your Professional Practice Model

January 4th, 2016

It’s 2016! Resolve to renew your nursing care delivery model.

Whether you call “it” a professional practice plan or just “how we work together to help people heal, ” persuasive results (better patient outcomes, employee satisfaction, and patient/family care experiences) will be worth your effort when all personnel share a positive purpose and work culture.

We recommend fielding these 3 coaching questions at your next unit governance council or departmental meeting. As leader, you may think the answers are crystal clear, while your team may disclose divergent answers that can become barriers to best practice.

1) How well does our care delivery model reflect our shared vision and values? 

  • Are patients and families and their preferred outcomes prominent?
  • How well are the nurses’ relationships with the patient/family supported so that nurses “know” their patients and care is not missed?

2) In what ways does our care delivery model sustain our own sense of agency or control over professional nursing practice? 

  • Does it assist RNs and team members to understand and practice at the height of their practice in leading and coordinating patient care?
  • In what ways does our model help us celebrate our accountability for helping the patient/family navigate toward best clinical results?

3) How does our professional care delivery plan create a framework and a team structure to guide our daily work?

  • Does each team member have a shared mental model or map in their brains about how we will communicate within our team including other disciplines, and methods to update each other on progress?
  • How does our structure help set up RN delegation and supervision of assistive personnel?


In our RROHC® Relationship & Results Oriented Healthcare system, a bundle of 10 best practices help clarify a shared mental model and team purpose, from the beginning of a shift or care episode to the end, always serving to help the patient/family achieve their own preferred outcomes through healing relationships.


A new year gives us a refreshing opening to renew our vital calling.  The health of our communities depends (at least partially!) on our healthcare team’s clarity of purpose and commitment to do our best to perform.  The above coaching questions are worth the time and effort!


For additional information, reach us at,,, 360.437.8060.

1 Fundamental Truth for the Patient Experience, Loyalty, and Outcomes

September 8th, 2015

(Spoiler Alert: It’s NOT just smiling.)

The magic of discovering and achieving one major patient goal as a team (Team= the patient/family, the patient care providers and professional team) has been in the spotlight recently in articles and blogs.*  The essential nature of shared goals is not a flash news bulletin for successful organizations that have instituted the 10 best practices of RROHC® (Relationship & RESULTS Oriented Healthcare).  The RROHC care delivery model creates a secure space for understanding and connecting with the patient and helping him achieve his outcomes. When one’s relationship with the patient/family is individualized to the extent that there is mutual understanding of patient priorities, and the patient is able to realize them, satisfaction and loyalty abounds.   Teamwork among care providers at the point of care, and medical specialties, as well as those along the entire continuum of care, is enhanced as we work toward common goals.

Questions similar to those below will help your patients/families focus their thoughts and concerns so you will be able to partner in their care and engage their energies from episodic and short term easy fixes, to palliative care, to the comprehensive requirements of managing long term chronic conditions.

“What’s most important for you right now?”

“What’s your #1 concern for today’s care, and during this hospitalization?”

“What drove you to ask for assistance from us?”

“What are your priorities for this visit?”

“How do you want to be or to feel after you receive our help?”

“What’s really on your mind?” 

“What’s concerning you about the next part of your care? What do you need to be able to stay home? Let’s walk through a day’s events….”

“What’s getting in the way of your ability to live your life comfortably right now?”

“Looking over the next few days, and thinking about the best possible outcomes, how will you judge if this care is successful for you?”

We develop relationships in order to attain intended, patient-driven results. (#RROHC)  Seem deceptively simple?  If so, why are some healthcare organizations just discovering this truth?

Let’s cut the confusion for our patients and ourselves and get authentic about the crucial healing work we do. (No imitation smiles please.)

(*including Press Ganey, The Advisory Board, Becker’s Hospital Review)