2. Part # 1
Questions about communication.
Part # 2
Questions about food, medicine, equipment, infrastructure.
3. Part # 1
4. Question # 1
How often do you tell a
patient why you are there?
5. Every time you interact with a patient, tell them
who you are, what you’re there to do, and then
share a heartfelt why.
I’m Tom, I’m here change your dressings, cause
we want you home in time to be at your
How will we know if we’re succeeding?
You’ll see it in a patient’s smile, you’ll here it their
voice, you’ll sense it when they take your hand -
and ultimately, you’ll feel it in your own heart.
7. Further inspiration
8. Question # 2
How often do you use
walls to communicate?
11. Survey shows that teams using checklists were
74% less likely to miss key life-saving
steps in care during emergency situations
than those working from memory alone.
12. Question # 4
How often are results of
on the Internet?
Hospitals publish results of treatments
on the Internet.
14. Question # 5
How often do teams copy
ideas from another?
15. The team, who copies an idea / process
from another team and uses it to create
more value, gets a prize.
Exercise # 1
16. The team, that gets an idea / process
copied by another team, also gets a prize.
Exercise # 2
17. Question # 6
What video will you
post next on YouTube?
28. The Fitbit Flex tracks steps, distance, calories and sleep
- and syncs with your smartphone
29. Diabetes Manager App
30. Question # 9
How do you help patients use
the Internet to store and share
their health information?
32. At Morristown Medical Center
in New Jersey, USA there is a
physical store at the hospital’s
main lobby where patients,
family members, and medical
professionals can learn about
health apps and wearable
33. Question # 10
How do you help patients
do physical exercise?
34. Question # 11
How often do you
proactively go to patients?
35. The nursing team came up with the idea of checking on
patients every two hours without waiting for a call
button, to see if they need help walking to the
bathroom or moving about their rooms.
10% of fatal falls by the elderly in the U.S. occur in
hospitals. This one change at Providence reduced falls by
25%, according to chief nursing officer Kim Williams.
36. Question # 12
How often do you
proactively call patients?
37. Patients with dementia discharged from the
William S. Middleton Memorial Veterans
Hospital received weekly phone calls from
a nurse for 4 weeks or until the patient
transitioned to a primary care provider.
This simple initiative reduced readmissions and
cut $1,225 in costs per patient.
38. Question # 13
To what extent do you use
languages of patients?
39. Question to the patient:
In what language do you prefer to discuss
your health care?
http://www.healthcarechaplaincy.org/userimages/doc/A_Roadmap_for_Hospitals.pdf, p. 10.
Use translation technology
41. Further inspiration
42. Question # 14
How often do you involve
patients at nurse shifts?
After a 2011 pilot program, nurses on
every medical and surgical unit at St.
Michael's Hospital perform handover
at their patient's bedside.
Study shows that patients have a better understanding
of and engagement in their care when handoffs are
performed at bedside.
Bedside nurse handover is beneficial to both clinicians
and patients as they improve and strengthen
communication between both parties, reduce
errors – for example medication - and strengthen the
concept of patient-centered care.
45. Further inspiration
46. Question # 15
How do you care for and
involve friends and family
47. After a medical work-up, a husband was told that his wife was dying of
cancer and probably won’t leave the hospital alive. The news struck like a
thunderbolt, and he simply lost it. Having been called to the scene, the
security guards were ready to phone the police when an associate nurse
comes around the corner.
Seeing the distraught husband lashing out at everyone around him, a nurse
walked up to him and calmly asked, “Can I hug you?” When the man
nodded yes, she wrapped her arms around him and for the next 20 she held
him as he wept into her uniform. Finally calm, he returned to support his
wife and the nurse went on with her duties.
48. At the Narayana health hospital in Mysore,
India, family members, who want to help out,
are trained how to care for patients
during the 3 days following heart surgery.
Govindarajan, Vijay & Ramamurti, Ravi: Delivering world class health care, affordably.
49. Question # 16
How do you involve young
people who want to help?
50. Youth unemployment
in Europe is alarming
51. At several hospitals in India, paramedic workers
with 2 years of training after high
school help out do various medical jobs.
52. To help nurses and doctors reduce stress,
how about reducing wages of nurses and
doctors by about 10% and investing the
money in paying young people who want
to help out do various tasks in the hospital
and/or at people’s homes?
53. Further inspiration
54. Question # 17
How do you involve people
who work for other hospitals?
55. Study shows that top hospitals tend to
have a lot of collaboration with
2020 - Zürich
57. Question # 18
Leaders, how often do you
walk around the hospital?
58. By regularly seeing and hearing with
their own eyes and ears what’s
happening on the front lines of patient care,
leaders - including leaders in, for example,
finance, cooking, and cleaning - can better
understand patient needs and help identify
problems and opportunities for improvement.
59. Further inspiration
60. Question # 19
What can you do to
61. Further inspiration
62. Question # 20
To what extent do you
invite artists to create
art in hospitals?
63. A survey with heart surgery patients in the intensive
care unit showed the following:
Patients, who looked at a large nature photograph
showing water and trees, were less anxious and
needed fewer doses of strong pain medicine than
patients who looked at a darker forest photograph,
abstract art or no pictures at all.
64. Question # 21
How can you use design to
make patients happier?
66. Question # 22
How do you use music
to heal patients?
Research by Frank Russo shows that music therapy can help
Parkinson's patients walk and people with Alzheimer’s remember
68. A review of 23 studies covering almost
1,500 patients found that listening to
music reduced heart rate, blood pressure
and anxiety in heart disease patients.
70. Further inspiration
71. Serve yourself, pay what you think is fair.
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72. Part # 2
Questions about food,
73. Question # 1
How healthy is the food?
74. Hundreds of hospitals in the United States
and Europe are replacing the fast-food joints
in their lobbies with farmers’ markets.
Michigan hospital’s organic greenhouse
includes healthy fruits and vegetables
77. Question # 2
What is done with food that
patients – for whatever
reason – do not eat?
78. Question # 3
To what extent do
patients to go out to eat?
79. Some advantages for patients of going out to eat:
Patients get exercise, which help prevent illnesses.
Money is saved on distribution of food to patient rooms.
Depending on the variety of food offered at cafes / food
stands near the hospital, patients may be able to choose
from more different types of food. This could be an
advantage, when there is a high cultural diversity among
patients, their family and friends.
80. Question # 4
What do you think about
outsourcing hospital cafes to
professional coffee houses?
81. Question # 5
How different do different
types of medicine look?
Sanitizer on the wall
86. Each year in the USA, patients get more
than 1 million infections in hospitals while
they are being treated for something else.
87. Survey findings show that health and safety messages
should focus on the people who are perceived as most
Example of what a sign in a hospital could say:
Hand hygiene prevents patients from catching diseases.
Pink, Daniel: To sell is human: The surprising truth about moving others, location 2750.
88. Question # 7
What do robots help
move from a to b?
89. At Southmead
Hospital in Bristol,
meals to patients.
90. Nurses spend up to 20% of their time wheeling
equipment and carts from one location to
another or waiting for a cart to arrive.
Self-guided, motorized carts can take on these
91. Question # 8
How often do you take
equipment to the patient?
Take testing equipment to the patient
- not the other way around.
93. More than 90% of China’s population relies on poorly
funded, low-tech hospitals or basic clinics in rural
villages. These facilities has no sophisticated imaging
centers, and transportation to urban hospitals is
difficult, especially for the sick.
When patients can’t come to the ultrasound machines,
the ultrasound machines has to go to the patients.
94. Question # 9
What kind of lights
do you install to heal
99. Question # 12
To what extent do you use
smartphone / tablet / laptop
when serving patients?
100. Question # 13
How often do you use
”quiet rooms” to work?
101. To nurses and doctors:
When you are not serving patients in patient rooms,
what about also working on your smartphones / laptops
/ tablets / Internet / social media in ”quiet rooms”, for
example in patient rooms that are not used / used little.
102. Further inspiration
103. Question # 14
Where is the fitness
107. Question # 15
What makes the garden
experience healing for patients?
108. A survey by Roger Ulrich of patients recovering from
gallbladder surgery showed the following:
Patients with bedside windows looking out on leafy trees
healed, on average, a day faster, needed significantly less
pain medication and had fewer postsurgical
complications than patients who instead saw a brick wall.
110. Examples of what makes a garden healing
# 1: Easy entry to the garden.
# 2: 70% green and 30% walkways and plazas.
# 4: Infrastructure that encourage interaction.
Example: Games so people can play.
115. The best hospital bed is empty, not full.
116. Question # 17
How often do you
117. A report on "recovery-at-home" scheme
in England found it could free hospital
beds and improve care for patients.
118. Patient care is moving from the hospital to
the outpatient setting and ultimately to
wherever the patient happens to be located.
119. Question # 18
What about building a
fake hospitals to test
Kaiser Permanente is testing new ways
of curing people at a fake hospital.
121. A big thank you for inspiration to:
Rajha M. Pereira.
Berci Meskó. https://twitter.com/Berci. Thank you for useful tweets.
Kevin Pho. https://twitter.com/kevinmd. Thank you for useful tweets.
122. Thank you for your interest. For further inspiration
and coaching services, feel welcome to visit
Have a great day.